Technical Lead
il y a 2 semaines
Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
**Background**:
The NATO Communication and Information Agency (NCI Agency) is looking for a team of professionals to support the operation and maintenance activities for their NATO Communications infrastructure (NCI) project. The NATO Communications Infrastructure project replaced a major part of the NATO General Communications System, affecting NATO sites globally. It provides a major upgrade of the wide area protected IP communications across the NATO Command Structure, NATO Headquarters and NATO Points of Presence in NATO Member Nations, delivering, Upgraded IP access and transport services across different security classifications with significant increased capacity, Quality of Service and traffic engineering capabilities and NATO Unclassified voice services.
**Tasks**:
NCI Agency is responsible for Level 1-2-3 of IT operations, including service desk functions, incident management, problem management, release & deployment management, security management, change management and configuration management. An outline of support level activities, is described below:
- Level 0 support comprises the support activities that can be carried out by the end-user without interaction with any professional IT staff. It is limited to solutions that require only end-user permissions.
- Level 1 support is user facing and is the first line of all technical support. At this level all incidents and service requests will be logged, categorized, prioritized, diagnosed and managed. Incidents and service requests will be resolved within the boundaries of Level 1 support staff competence and administrator permissions limited to end-user devices.
- Level 2 support applies specialist skills to provide technical support, beyond that available at Level 1, to service requests and incident investigation, diagnosis and resolution. This level performs proactive end-to-end service monitoring and takes actions to resolve incidents and recover the services impacted. This level of support requires full administrator permissions to both end-user and back-end systems.
- Level 3 support provides the highest level of specialist skills available performing advanced incident resolution and problem management. This level will liaise and work with external product and service suppliers as required.
- Level 4 support provides specialist skills outside of the organization, mainly from vendors and business partners via contracted support and services, for issues and problems which cannot be resolved by Level 3 support.
The Support team of on-site personnel shall perform support tasks, on hardware and software in scope of this Contract, as instructed by the NCI Agency, including (not in order of importance and not limited to):
- Supporting the NCI Agency's IT operations activities, including incident and problem investigation, diagnosis, recovery and resolution;
- Supporting the NCI Agency's corrective maintenance activities, including fault identification and isolation, repair and replacement, bug fixing, (re-) configuration, verification and activation;
- Supporting the NCI Agency's preventive maintenance activities;
- Software and hardware upgrades and obsolescence replacements;
- Licensing management;
- Supporting documentation activities;
- Providing ad-hoc, hands-on training and knowledge transfer;
- liaising with the clients Technical Support Center to retrieve and coordinate information flow on behalf of the NCI Agency's
- When on-site, the on-site personnel shall support the Purchaser during the NCI Agency working hours, Monday to Friday, 8h30 to 17h30, NCI Agency's timezone, excluding NCI Agency's holidays. In exceptional cases, the on-site personnel shall support special operational and business needs, outside NCI Agency working hours, respecting the daily 8hr working window.
- The on-site support shall be provided mainly (90%) at the locations of Mons, Braine-l'Alleud or Evere (Belgium) and on exceptional cases when required, at The Hague (The Netherlands) (5%) or at any other location (5%) in the scope of the project.
**Education/Professional Certifications**:
- CCNP valid certification
**Professional Experience**:
- In depth knowledge of IP products and solutions with minimum proven experience of 8 years in a Service Provider organization
- In depth knowledge of Software and License management activities
- In depth knowledge and minimum 3 years of experience in Network Automation, Network Management and Virtualised Networking Function concepts and protocols
- Very good and proven knowledge with minimum experience of 3 years in adjacent enabling network elements and functions such as firewalls, domain specific management systems and virtualization platforms.
- Minimum experience of 5 years in Testing / Lab environment with familiarity with Routing Test to
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