3003 Service Engineer

Azure / AWS
- Atlassian Jira Service

**Required Security Clearance**: NATO SECRET

**SCOPE OF WORK**

Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:
Atlassian Products configuration and automation (on-prem or private cloud)
- Design, implement, and manage Atlassian products on Azure private cloud as well as on-prem. Jira Service Management (JSM) and Jira Software (JS) are the main products.

Containerization and Kubernetes
- Design, implement, and manage Kubernetes environment that run in private cloud environments

Cloud Configuration (Azure, AWS)
- Configure CI/CD Pipelines
- Manage EntraID Groups and Roles
- Manage and configure different Cloud components

COTS End-User Support:

- Provide third-level support for end-user queries.
- Troubleshoot and resolve software issues, ensuring mínimal 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.

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 the NBAC.
- 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.

9) Communication and Collaboration:

- Communicate effectively with users to understand their issues and provide clear instructions.
- Collaborate with IT teams to resolve issues and improve service delivery.

We envision the above activities to be delivered by one resource/contractor that will be part of a team providing Technical Level 3 support to COTS Applications users.

The contractor will support in-person and on-call during core working hours (0800 - 1200 and 1300 - 1700).

**SKILL, KNOWLEDGE & EXPERIENCE**
This role is critical for maintaining efficient IT support operations, ensuring users receive timely and effective assistance with HR Applications services. The proposed person to deliver these services should be a motivated engineer with strong problem-solving skills, full proficiency in English, and a passion for customer service.
- Strong background in cloud technologies (Azure/AWS)
- Proven experience in configuring and supporting Atlassian Jira Service Management, with a solid understanding of other Atlassian products
- Strong analytical, problem-solving, and organizational skills
- The ability to document processes and provide training on tools and best practices.

The consultancy support for this work requires an experienced Service Engineer (L3 Support) with the following qualifications:
Technical Proficiency:

- Expert knowledge of Linux server infrastructure and Windows server infrastructure.
- Expert knowledge in designing, implementing, and optimizing Jira Service Management projects, including request types, workflows, screens, fields, security, SLA’s and automation rules.
- Expert knowledge in configuring and managing JSM portals.
- Strong experience with Advanced JQL (JIRA Query Language) for reporting, filtering and dashboard creation.
- Understanding of JSM security best practices including project and global permissions.
- Deep knowledge of Software Programming Principles.
- Good knowledge of JAVA or Groovy Programming Language
- Good knowledge of Version Control Systems such as GIT.
- Good understanding of Microsoft Azure or Amazon AWS.
- Good knowledge of Microsoft Entra ID.
- Good knowledge of REST APIs for custom integrations.
- Good knowledge of Docker and Kubernetes technologies.
- Good knowledge of configuration of Continuous Integration (CI) and Continuous Deployment (CD) in Azure DevOps.
- Good knowledge of implementing monitoring and logging solutions such as Prometheus, Grafana.
- Expert Knowledge of web servers such as IIS and Apache Web Server.
- Good experience of the Agile Methodology.
- Expert knowledge of networking infrastructure.
- Expert knowledge of PKI.
- Deep understanding of security constraints and requirements in CIS.
- Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
- Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
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