Senior Technician (Innovation and Continuous Improvement)

Essential Qualifications/Experience:

·       Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary   educational qualification with 4 years post-related experience

·       Practical experience in the implementation of ITIL Service Operations processes, preferably in an Operations Centre environment

·       Experience working in a large corporate environment with matrixed structures

·       Familiarity with analyzing and reviewing business processes, project management, and preparing business documentation

·       Exposure to assessing feasibility of business process changes and recommending new approaches, with the ability to manage execution of business process improvements

·       Good knowledge and experience of Telecommunications/Network/Information Technology solutions and products

Desirable Qualifications/Experience:

·       PRINCE2 Foundation or Agile PM or equivalent

·       ITIL V3 or 4 Foundation or equivalent

·       ITIL CSI or Six Sigma Green belt or equivalent

·       Business Analysis Management or equivalent

·       Prior experience of working in an international environment comprising both military and civilian elements

·       Knowledge of NATO responsibilities and organization, including ACO and ACT

DUTIES/ROLE:

·       Under the direction of the ESOC Planning & Innovation Section Head, the incumbent will perform duties such as the following:

ü  Provide support to explore sourcing opportunities, fostering a culture to forward-thinking approaches

ü  Assist in implementing agile work practices, collaborating with internal and external stakeholders

ü  Ensure alignment with established governance and strategies regarding innovation and sourcing within ESOC

ü  Contribute with inventive strategies to business units; assist in developing business cases, budget estimations, and process flows, linking strategic execution with innovative ideas

ü  Provide support in driving service enhancements by utilizing key performance indicators and critical success factors in service delivery

ü  Participate in monitoring progress in processes and technology, aiding teams in integrating new methods smoothly

ü  Support the introduction of enhancements through the operational application of automation and innovative approaches

ü  Assist in maintaining the CI Register and contribute to board meetings tracking the progression of identified improvements

ü  Contribute to maintaining documentation of risks, threats, vulnerabilities, and mitigation actions

ü  Support risk management activities within specific functions, technical areas, or projects

ü  Assist in identifying, assessing, and coordinating mitigation strategies for risks, involving specialists and domain experts as necessary

ü  Participate in requirement gathering, scoping, and planning phases of projects, collaborating with stakeholders to define project development models

ü  Aid in preparing and maintaining acceptance criteria for projects transitioning to Service Operations

ü  Support monitoring project transition and coordinate corrective actions when necessary to ensure appropriate stakeholder engagement

ü  Provide backup support for higher-grade staff, if required

ü  Perform other duties as may be required