Deadline Date: Wednesday 14 January 2026
Requirement: Incident Management Coordinator
Location: Mons, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 450
Required Start Date: 16 February 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Duties & Role:
Incident management
Ensures that incidents are handled according to agreed procedures
Prioritises and diagnoses incidents
Investigates causes of incidents and seeks resolution
Escalates unresolved incidents
Facilitates recovery, following resolution of incidents
Documents and closes resolved incidents
Contributes to testing and improving incident management procedures
Problem management
Initiates and monitors actions to investigate and resolve problems in systems, processes and services
Determines problem fixes and remedies
Collaborates with others to implemented agreed remedies and preventative measures
Supports analysis of patterns and trends to improve problem management processes
Continuity management
Applies a structured approach to develop and document the detail for a continuity plan
Maintains documentation of business continuity and disaster recovery plans
Supports the development of a test plan and implementation of continuity management exercises
Information security
Applies and maintains specific security controls as required by organisational policy and local risk assessments
Communicates security risks and issues to business managers and others
Performs basic risk assessments for small information systems
Contributes to the identification of risks that arise from potential technical solution architectures
Suggests alternate solutions or countermeasures to mitigate risks
Defines secure systems configurations in compliance with intended architectures
Supports investigation of suspected attacks and security breaches
Risk management
Carries out risk management activities within a specific function, technical area or project of medium complexity
Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business
Involves specialists and domain experts as necessary
Stakeholder relationship management
Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information
Implements stakeholder engagement/communications plan
Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management
Helps develop and enhance customer and stakeholder relationships
Customer service support
Monitors service delivery channels and collects performance data
Assists with the specification, development, research and evaluation of service standards
Applies these standards to resolve or escalate issues and gives technical briefings to staff members
Additional duties for this post:
Perform other duties as may be required
Deputise for higher grade staff, if required
Working hours based on a shift pattern might be required
Requirements
Skill, Knowledge & Experience:
The candidate must have a currently active NATO SECRET security clearance
A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience
Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post
Possesses experience in identifying and resolving complex problems and assignments, able to determine when problems should be escalated to a higher level;
CIS operational and/or planning experience in applying analytical and systematic approach to problem solving;
Knowledge of Services delivery, and practical experience coordinating engineering teams so that incidents are resolved as quickly as possible, within the SLA targets, and the right Resolver Group and Service Owner;
Extensive experience with telecommunications and information systems in both static and deployed environments;
Experience is demanding customer facing roles
Desirable Training/Certifications:
Courses/certifications in IT, risk management;
ITIL 4 Foundation;
ITSM - Incident Management;
ITSM - Request Fulfilment and Change Management
Behavioural competencies:
Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
Achieving Personal Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities
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