RFQ C004204

Duties
As the Chief Technician, you will play a pivotal role in supporting, contributing to, developing, and managing Infrastructure as a
Service (IaaS) and related systems. Your responsibilities span the entire lifecycle, including service operation, and project support
and execution. Here are the key aspects of the role:

Daily Operations and Maintenance:

• Guarantee seamless operation and upkeep of NISC IaaS Services, regardless of whether they are hosted on-premises, in private clouds, or public clouds.
• Perform system administration tasks for other IaaS-related assigned systems.

Troubleshooting and Issue Resolution:

• Identify and troubleshoot issues promptly, assisting in their timely resolution.

Change Management and Documentation:

• Follow change management processes diligently.
• Update network topology diagrams and the Configuration Management Database (CMDB) after installing new componentsor decommissioning old ones. 

Strategic Support and Coordination:

• Provide advice and support to the IaaS Service Area Owner (SAO) and Service Delivery Managers (SDMs) throughout theentire capability lifecycle.
• Foster close and coordinated ties with IaaS management to ensure harmonized efforts and synchronized outcomes across all activities. 

SLA Compliance and Process Development:

• Monitor compliance with Service Level Agreements (SLAs).
• Contribute to the development of processes, procedures (SOPs), and Standard Operating Instructions (SOIs) for IaaS services.

Reporting and Communication:

• Prepare reports, briefings, position papers, and presentations for senior management during project development and implementation phases.

Ad Hoc Responsibilities:

• Undertake ad hoc tasks related to the NISC Business Area's responsibilities.

Availability and Flexibility:

• Be prepared to work during scheduled maintenances, serviceaffecting activities, and contingency situations beyond regular business hours.
• Be on-call after working hours on weekends if necessary.

Travel and Deployment:

• Be ready to travel and work at various locations, including SHAPE/Mons, HQ Brussels, The Hague/Netherlands, or other datacenters in NCIA's responsibility as required.

Educational Background:

• Higher vocational training in a relevant discipline with 4 years post-related experience. Or a secondary educational qualification with 6 years post-related experience;

Technical Expertise:

• Practical proficiency in both on-premises and cloud technologies (both public and private).
• Familiarity with the operations and standards of Infrastructure as a Service (IaaS), including physical and virtual servers, VMware hypervisor, and storage devices.
• Hands-on experience with virtualization using VMWare ESXi, blade and rack-mount servers, and Hyperconverged Infrastructure (vSAN).
• Proficiency in managing software-defined storage systems.
• Competence in working with Linux and Windows operating systems, including Active Directory (A.D.), hardening, and patching.

Cloud Operations and Management:

• Practical experience in public and private cloud environments, covering IaaS, PaaS, SaaS, and cloud monitoring and optimization.
• Familiarity with at least one of the following containerization solutions: OpenShift, Docker, Kubernetes, or Tanzu.

Collaboration and Communication:

• Exceptional ability to function effectively within a team, provide IT support, and resolve technical issues.
• Willingness to stay updated on advancements in IaaS technologies.

Documentation and Process Development:

• Proficiency in documenting current designs and configurations.
• Ability to create and maintain Standard Operating Procedures (SOPs) and training materials.

Communication Skills:

• Outstanding verbal and written communication skills.

Availability and Incident Response:

• Willingness to respond to IaaS incidents even outside regular working hours.

Desirable Qualifications:

Certifications and Training:

• Industry certifications related to virtualization, Linux operating systems, cloud, and containerization technologies.

Service Provisioning Experience:

• Previous work experience in a service provisioning organization.

Understanding of NATO Responsibilities:

• Familiarity with the responsibilities and structure of the North Atlantic Treaty Organization (NATO).