Deadline Date: Wednesday 8 July 2026

Requirement: Incident Management Coordinator

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 450

Required Start Date: 3 August 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

Duties & Role:

Incident management

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

Problem management

• Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
• Determines problem fixes and remedies.
• Collaborates with others to implemented agreed remedies and preventative measures.
• Supports analysis of patterns and trends to improve problem management processes.

Continuity management

• Applies a structured approach to develop and document the detail for a continuity plan.
• Maintains documentation of business continuity and disaster recovery plans.
• Supports the development of a test plan and implementation of continuity management exercises.

Information security

• Applies and maintains specific security controls as required by organisational policy and local risk assessments.
• Communicates security risks and issues to business managers and others.
• Performs basic risk assessments for small information systems.
• Contributes to the identification of risks that arise from potential technical solution architectures.
• Suggests alternate solutions or countermeasures to mitigate risks.
• Defines secure systems configurations in compliance with intended architectures.
• Supports investigation of suspected attacks and security breaches.

Risk management

• Carries out risk management activities within a specific function, technical area or project of medium complexity.
• Identifies risks and vulnerabilities, assesses their impact and probability, develops mitigation strategies and reports to the business.
• Involves specialists and domain experts as necessary.

Stakeholder relationship management

• Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information.
• Implements stakeholder engagement/communications plan.
• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.
• Helps develop and enhance customer and stakeholder relationships.

Customer service support

• Monitors service delivery channels and collects performance data.
• Assists with the specification, development, research and evaluation of service standards.
• Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

Additional duties for this post:

• Perform other duties as may be required.
• Deputise for higher grade staff, if required
• Working hours based on a shift pattern might be required.

Requirements

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
• Possesses experience in identifying and resolving complex problems and assignments, able to determine when problems should be escalated to a higher level;
• CIS operational and/or planning experience in applying analytical and systematic approach to problem solving;
• Knowledge of Services delivery, and practical experience coordinating engineering teams so that incidents are resolved as quickly as possible, within the SLA targets, and the right Resolver Group and Service Owner;
• Extensive experience with telecommunications and information systems in both static and deployed environments;
• Experience is demanding customer facing roles.

Desirable Training/Certifications:

• Courses/certifications in IT, risk management;

• ITIL 4 Foundation;
• ITSM - Incident Management;
• ITSM - Request Fulfilment and Change Management

Behavioural competencies:

• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
• Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
• Achieving Personal Work Goals and Objectives - Accepts and tackles demanding goals with enthusiasm; works hard and puts in longer hours when it is necessary; seeks progression to roles of increased responsibility and influence; identifies own development needs and makes use of developmental or training opportunities