Requirement: Human Resources Application Portfolio - Technical Delivery Lead
Location: Braine-l'Alleud, BELGIUM
Full Time On-Site: No
Time On-Site: 50%
Not to Exceed Rate: 110 EUR
Total Scope of the request (hours): 610
Required Start Date: 1 October 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Duties & Role:
COTS Application Support:
- Coordinate, deploy and manage server applications running on Windows or Linux servers;
- Technical ownership: own the technical quality of the team's output.
- Gathering and reporting metrics and Key Performance Indicators (KPIs)
- Supporting in-service operations of the systems.
- Support and operation of the assigned system(s) including: Systems operationally used by NATO Enterprise community; Local systems currently used by Local Commands; Maintenance of the operational & support environments; Monitoring performance of the assigned service applications; Support CIS Support Units (CSU) and other support staff for daily operations of the systems;
- Hands-on contribution: retain meaningful hands-on involvement (typically 20-40% of time) to stay technically credible and to unblock the team.
- Manage EntraID Groups and Roles
- Manage and configure different Cloud components
- Support COTS applications-AI integration
- Coordinate technical activities related to support services in accordance with the SLA, based on the NCI Agency support levels, roles and responsibilities.
- Troubleshoot and resolve complex issues, ensuring minimal disruption to users.
- Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.
- 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.
- Escalate complex issues to vendor support or appropriate teams when necessary.
- Follow up on escalated issues to ensure timely resolution and user satisfaction.
- 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.
- Contribute to analysis and documentation of new requirements and change requests.
- Participate in review of documentation such as requirements definitions, software design (functional/technical analysis), systems specifications or other deliverables.
- 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 NBAC.
- Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
- Providing support to NBAC team for security approval and accreditation of software applications and CIS.
- 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.
- Gathering functional and non-functional requirements, including drafting systems specifications.
- Support technical reviews, walkthroughs and audits.
- Support preparation of functional and technical specifications for software and hardware with special focus on the SSBA BA domain.
- Support to change management, configuration management, release/deployment and testing.
- Standards adoption: implement the standards, security baselines and architecture patterns set by governance and the Senior Advisor; produce compliance evidence.
- Work with and provide input to Service Delivery Managers, Project Managers, Portfolio Managers and other stakeholders.
- Communicate with users to understand their issues and provide clear instructions.
- Collaborate with NCIA and vendors teams
- Stakeholder liaison: work with product owners, other teams and suppliers; translate technical constraints into business language
Skills, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Deep understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
- Expert knowledge of Microsoft SQL Server 2019-2025 and IIS based web applications.
- Deep understanding of networking infrastructure.
- Very good knowledge of cloud technologies and cloud deployment for both AWS and Azure.
- Deep understanding of PKI.
- Expert knowledge relevant to software engineering and various application stacks: Technologies and standards (at least 4 of them): HTML5, REST & Web Services, XML, HTTP, SQL, Visual Basic for Applications; Identity Management (OAuth, OIDC, SAML2) application integration; Application server technologies and Relational Database Management Systems;Programming languages and platforms - .NET/C#, JAVA, JavaScript;Task automation through scripting in both Windows and Linux.
- 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.
- Experience and good knowledge of at least the following COTS technologies: IIS, JBOSS, Apache Tomcat; .NET based applications
- Extensive experience in deployment and management of client- server applications, application integration and data transformation for application integration;
- Strong hands-on depth in the team's core stack (e.g. .NET/Java/ Python , cloud, containers and Kubernetes, CI/CD, SQL and NoSQL, IaC)
- Strong troubleshooting skills to diagnose and resolve complex issues.
- Excellent verbal and written communication skills.
- Full proficiency in English. French language proficiency is of advantage.
- Ability to communicate technical information to non-technical users in a clear and concise manner.
- Ability to work in cross-functional application management/deployment teams.
- Strong customer service focus with a commitment to user satisfaction.
- Patience and empathy when dealing with user issues and concerns.
- Ability to manage multiple support tickets and prioritize tasks effectively.
- Attention to detail in documenting support activities and maintaining accurate records.
- At least 5 years of relevant experience in technical delivery, including 1+ years leading a team (formally or as de facto lead)
- Practical ITIL-aligned service management: incident, problem, change, release;
- Demonstrated people leadership: coaching, structured feedback, handling underperformance and conflict;
- Very good knowledge and in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance); SW change management and testing; Software design, implementation and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools
- Ability to work effectively as part of a team and share knowledge and resources.
- Willingness to collaborate with colleagues to solve complex issues.
