4072 HR Application Portfolio

• COTS Application Support
• End-user Support
• Knowledge Base Management

Duties & Role:

1) COTS Application Support

• Coordinate, deploy and manage server applications running on Windows or Linux servers;
• Technical ownership: own the technical quality of the team's output.
• Gathering and reporting metrics and Key Performance Indicators (KPIs)
• Supporting in-service operations of the systems.
• Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems;
• Hands‑on contribution: retain meaningful hands‑on involvement (typically 20‑40% of time) to stay technically credible and to unblock the team.

2) Cloud Configuration (Azure, AWS)

• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

3) AI related activities

• Support COTS applications-AI integration

4) COTS End‑User Support

• Coordinate technical activities related to support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.
• Troubleshoot and resolve complex issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.

5) Incident Logging and Tracking

• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

6) Escalation

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

7) Knowledge Base Management

• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.
• Contribute to analysis and documentation of new requirements and change requests.
• Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.

8) Technical

• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by NBAC.
• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.
• Gathering functional and non‑functional requirements, including drafting systems specifications.
• Support technical reviews, walkthroughs and audits.
• Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain.
• Support to change management, configuration management, release/deployment and testing.
• Standards adoption: implement the standards, security baselines and architecture patterns set by governance and the Senior Advisor; produce compliance evidence.

9) Communication and Collaboration

• Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
• Communicate with users to understand their issues and provide clear instructions.
• Collaborate with NCIA and vendors teams
• Stakeholder liaison: work with product owners, other teams and suppliers; translate technical constraints into business language

Requirements

Skills, Knowledge & Experience

• The candidate must have a currently active NATO SECRET security clearance
• Deep understanding of end‑user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
• Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications.
• Deep understanding of networking infrastructure.
• Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
• Deep understanding of PKI.
• Expe