C003280 Service Operations Branch Head (NS) - MON 11 Mar
EMW, Inc., Turkey

Deadline Date: Monday 11 March 2024

Requirement: Service Operations Branch Head

Location: Izmir, TR

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1600

Required Start Date: 22 April 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

• Responsible for day to day running of the Service Operations Branch as acting Branch Head. The incumbent manages the Service Operations and is responsible for supporting service provision to the local customer as defined in the SLA; this includes the end to end service, as well as proactive local Incident Management, Problem Management and Event Management;
• Provides effective service delivery related advice in support of operations and exercise related CIS requirements and requests;
• Responsible for the coordination of all engineering and technical matters with the NCI Agency HQ and the Customer;
• Directs, coordinates, manages and executes all Service Operation activities of assigned ICT in support of all Service Lines and engages with Agency Operations Centre and Service Lines to receive and direct tasks for level 1 and level 2 support;
• Analyses, plans and designs solutions for delivery of services in Service Operations Branch area of responsibility;
• Provides effective service delivery advice in support of operations and exercises requirements and requests;
• Defines manpower and IT requirements in support of Branch projects;
• Responsible for installation, operation, maintenance and administration of assigned IT systems, Network, Cable, Voice and VTC equipment, all operating system, core and specific application software, and Cyber Security Services;
• Ensures physical and CIS security is monitored and maintained in coordination with Information Assurance;
• Contributes to Problem Management, Access Management, Event Management, Request Fulfilment, Release and Deployment, Test and Validation, Configuration Management and Change Management in support of appropriate Service Lines. Takes ownership of any local processes as tasked by internal memorandums of the CSU;
• Ensures that CSU resources support the Agency's Demand Management (DM), Operations Centre, and Service Lines within their capabilities in the most effective and efficient manner;
• Assures that the commitments of all Service Level Agreements (SLA) are fulfilled within the CSU AOR;
• Contributes to the production of Lessons Identified in the post-recovery phase of operations and exercises;
• Is responsible for the regional circuit configuration management and service request management and contributes to the planning of circuits in support of the NATO wide Area network;
• Responsible for the quality and timely execution of Change, Configuration, Release and Asset management processes and contributes to the Continual Service Improvement process and Change Evaluation;
• Leads the creation and maintenance of Standard Operating Procedures throughout the CSU in support of relevant Agency Processes;
• Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services (including data, voice, text, audio and images);
• Monitors performance and takes corrective action where necessary;
• Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current;

Requirements

Skill, Knowledge amp; Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Leadership skills to manage a team of 30 people
• Knowledge on CISCO network equipment
• Knowledge on Microsoft technologies
• Previous experience in multinational and military environment
• Familiarity with NATO CoI services
• Familiarity with Cyber security and Crypto

Job Rewards and Benefits