Frontend Support Supervisor

Within the Network Management Directorate, the "Infrastructure & Operations" service manages the support and maintenance of the IT infrastructure and applications, within the agreed service levels. The service addresses areas as application & infrastructure operational support, service desk function, technical H24/7 support, etc.

Your role will be to:
  • Be responsible for the supervision of all NMOC systems (operational and non-operational) and ensure their good functioning, in both the main site and the NM contingency sites.
  • Provide technical on-site support H24/D7 of all operational product lines, systems, and applications, including inter alia the H24/D7 technical Help Desk.
  • Act as TEC front line contact to operational teams in crisis situations, and execute the appropriate recovery and contingency procedures to solve technical issues.
  • Supervise and oversee the activities of the Multi-Systems Assistants (MSA) and external providers, and train/coach them as to ensure the sufficient knowledge and competencies are available at any time.
  • Coordinate and oversee the overall incident handling process and its reporting, and ensure incidents are being dealt within the expected delays.
  • Collaborate both with internal teams (Level 2, Level 3, etc) and external stakeholders to provide effective business service and smooth running of IT operations.
  • Contribute to the production and review of technical documentation and execute tests in support to produce/maintain System Operation Procedures (SOP).
  • Contribute to various service’s activities such as the organisation of shift roster management, definition of training requirements, contribution to projects, etc.
  • Perform MSA's duties as required. 
  • Carry out any other task in line with the main purpose of the job.
Required Qualifications, Experience & Competencies:
  • Post secondary education in a relevant domain (e.g. Computer Science, Engineering, IT, etc) or secondary education giving access to post-secondary education and relevant experience of 3 years.
  • A bachelor degree in a relevant domain, e.g. Computer Science, Engineering, or related field would be considered an advantage.
  • Internal candidates can check on the intranet to see what level of in-house experience is considered equivalent to educational qualifications where appropriate.
  • Technical expertise is to be formalized by CECAS/ATSEP certification (both Shift Leader and MSA certification is required) within 9 months after recruitment.
  • A minimum of 8 years of relevant professional experience, including at least 2 years’ experience in working in shift (H24/D7).
  • Experience in incident and problem management (e.g. customer helpdesk function).
  • Experience in UNIX/Windows platforms and communication networks.
  • Understanding of Network Manager services and systems architecture.
  • Knowledge or understanding of Air Traffic management ecosystems, in particular the notions of Flight and Flow management.
  • Commitment and interest to follow required training/courses on new technologies and keep abreast of new developments in field of expertise.
  • Problem-solving: you anticipate and solve business issues.
  • Decision-making: you take decisions based on balanced arguments.
  • Analytical thinking: you analyse information and identify relationships.
  • Communication: you are able to foster two-way communication.
  • Customer focus: you adapt services to respond to customer needs.
  • Stress resistant.
  • Ability to work in a multinational and multicultural environment.
  • Professional conduct in line with the corporate behaviours of the Agency, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach.
  • The working languages of the Agency are English and French. For this particular job, candidates must be proficient users of English at level C1. The selected candidate will be required to become basic users of French at level A1/A2 before the end of the probation period.