C005411 Incident Management Coordinator SO4

Deadline Date: Friday 9 October 2026

Requirement: Incident Management Coordinator SO4

Location: Braine-l'Alleud, BE (Duty location will move to Brussels in the new NCIA HQ in 2027)

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 200

Required Start Date: 16 November 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role: 

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.

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.

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.

Travel: Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices; May be required to undertake duty travel to operational theatres inside and outside NATO boundaries. Regarding travel to other BEL locations: Travels to Mons might occur up to twice a month.

Requirements

Skills, 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