[5966] Service Delivery Support

Start date: flexible
Clearance: NATO Secret
Location: The Hague, Netherlands (onsite)

Requirements:

• The operation, administration, testing and maintenance of software for modern information systems in a networked and distributed environment
• Knowledge of operating systems that are currently used for modern information systems
• Experienced in handling 1st and 2nd line issues, working with solution knowledge-base and capable of writing new solution entries
• Experience with deployment and maintenance of both Windows and Linux based systems (e.g. via vSphere and with Active Directory)
• Experience with working in isolated environments when installing solutions (e.g. Windows applications and Container environments)
• Experience with Kubernetes and Docker (container) based solutions, including their deployment and maintenance
• Experience with (pre-)deployment pipelines for testing, controlling and distribution of code modules and containerized solutions (e.g. Jenkins, GitLab)
• Familiarity with (limited) hardware allocation, DNS, Active Directory-based access controls
• Administration of Relational Database Management Systems, e.g. Microsoft SQL Server
• Administration of web-based software applications and information systems
• Data and systems interoperability, interoperability testing standards, procedures and methodologies
• Security cross-domain information exchange methodologies, tools and techniques
• IT service management and tools
• The ability to communicate effectively in written English to produce technical documents such as technical notes, reports, and reference documents. Desirable Education, Experience and Training Experience
• Experience with TOPFAS
• Experience of software applications support and maintenance in the NATO or similar defence or civilian environment
• Experience with server clustering, familiarity with PC hardware and networking techniques
• Knowledge of security assurance requirements for military information systems
• Knowledge of and experience with (military) information exchange standards
• Experience with multi-user containerized solutions

• Certifications in relevant technologies (e.g. Microsoft SQL Server, Windows and Azure, Google Cloud, AWS, Linux)


Activities:

• x o Software Application Support and Maintenance
• Monitors operational instances for resource usage and failure rates, to inform and facilitate tuning and improvements
• Support monitoring and reporting of the operational status of the assigned applications services and responding to exceptions
• Performs incident and problem management and supports change management process
• Assists end-users and follows agreed procedures for further help or escalation
• Responsible for troubleshooting any issue with the software applications under their responsibility
• Uses standard procedures and diagnostic tools to test installations, correct problems, and document results
• Ensures back-up and recovery procedures are update to date and in-place. Software Application Release, Deployment and Configuration
• Install, configure and maintain build and deployment pipelines
• Assist in testing activities
• Manages change requests for software application releases and deployments as well as deactivations
• Assists in designing, verifying, documenting, and maintaining software configurations for deployment
• Ensures pre-requisites are met and uses approved tools and techniques for deployment of software applications
• Configures and integrates software applications
• Contributes to preparation of software implementation procedures with fall-back contingency plans
• Administers the recording of activities, logging of results and documents technical activities undertaken. Additional Duties
• Collaborates in reviews of work with others as appropriate
• Providing consistent and adaptable support in alignment with the organization's requirements