Technical Control Officer

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Required Security Clearance: NATO SECRET

• Provides detailed and specific advice regarding the application of their specialism to the organization's planning and operations.
• Actively maintains knowledge in one or more identifiable specialisms.
• Recognizes and identifies the boundaries of their own specialist knowledge.
• Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organization's needs.

• Maintains knowledge management systems and content to meet business needs.
• Supports others to enable them to complete knowledge management activities and form knowledge management habits.
• Supports changes to work practices to support capture and use of knowledge.
• Reports on the progress of knowledge management activities.
• Configures and develops knowledge management systems and standards.

• Analyses service and component availability, reliability, maintainability and serviceability.
• Contributes to the availability management process and its operation.
• Performs defined availability management tasks.
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
• Implements arrangements for disaster recovery and documents recovery procedures.
• Conducts testing of recovery procedures.

• Ensures that incidents are handled according to agreed procedures.
• Prioritizes 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.

• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.

• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or elevate issues.
• Contributes to creation of support documentation.

• Supports Service Operations Branch Head in managing SOB resources and activities to ensure the effective and efficient development and execution of service agreements for local budget, acquisition activities and asset management.
• Provides technical guidance to CSU with regards to CIS Infrastructure, Cyber Security, Core, FAS and COI services design and service provisioning.
• Provides technical advice to CSU on ICT services design and engineering for the projects and customer requests. Act as the Technical lead of locally and centrally managed projects to ensure their implementation in coordination with the project team.
• Provides up-to-date High Level Designs and diagrams for the local ICT infrastructure showing system interconnections and interdependencies.
• Follow the ITIL Problem Management process, and contribute to Incident Management, Change Management and Continuous Service Improvement.
• Develop and maintain Disaster Response Plans (DRPs) for assigned systems. Test and execute these plans in accordance with the overarching CSU DRP.
• Support annual budget development and contribute to budget execution.
• Maintain close liaison with other technicians and engineers throughout the CSU, other CSUs, Functional and Business Areas to promote efficient operation of services.
• Deputize for higher grade staff, if required.
• Perform other duties as may be required.

• The candidate must have a currently active NATO SECRET security clearance.
• A minimum requirement of a Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience.
• At least 2 years practical experience of implementation and maintenance of ICT end systems within a large organization.
• Extensive experience configuring hardware and software.
• A strong understanding of ICT systems and the ability to work independently to solve problems.
• Practical experience troubleshooting technical issues and providing technical support to end-users.
• Management experience in a medium CIS service organization while involvement in the planning of service levels, customer relations and KPIs.
• Managing the cyber security policies of assigned systems including implementation of system hardening and patch management.
• General knowledge of networking technologies, system administration, cyber security, IT architecture and system engineering, WLAN technologies and CIS mobility devices and Cloud Computing.
• Experience with incident…