• Function title: Frontend Support Supervisor
• Reference: NOC-NM-2023-AST/711
• Location: Brussels
• The selected candidate must reside either at this location or within a reasonable proximity that allows for the satisfactory execution of their duties – Information about living in Brussels
• Nature of competition: Internal and external competition
• Applicable regulations: Staff regulations governing officials of the EUROCONTROL Agency
• Type of post: Assistant
• Job level: AST7-AST9 – Check salary simulations for the basic grade
• Generic job title: Supervisor
• Number of posts: Multiple
• Duration of appointment: 5 Year(s) – extension or conversion of the contract is possible – see “Useful information” section
• Security clearance: EUROCONTROL, NATO or EU Secret
• Directorate/Service: NMD/TEC/OPS – Operations
• Working arrangement: Hybrid work (remote and onsite)
• Competition publication date: 16/11/2023
• Competition closing date: 04/01/2024 (23:59 Brussels time)
• Reserve list: Applicable – See details in the “Useful information” section

Your team

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

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.
  The levels relate to the European-framework-reference Common European Framework of References for languages (CEFR).

Useful information

• Applications will be accepted from nationals of EUROCONTROL Member States only.
• The selected candidate will be offered a contract of 5 Year (s) pursuant to the provisions of the Staff Regulations governing officials at EUROCONTROL. The contract may be renewed up to a maximum of 9 years or converted into an undetermined contract. Before being established in the post, the selected candidate will be requested to provide certified copies of their degrees and successfully serve a probationary period of 9 months.
• Internal candidates
  If selected, the person will keep their current type of appointment duration (undetermined or determined).
  The internal staff member with a determined contract will be offered, in principle, an appointment for 5 Year(s) with a maximum total duration of 9 years.
• The successful candidate shall be appointed at the grade set out in this vacancy notice, or if a group of grades has been published for a job level, in principle at the basic grade of the published job level.
• Where applicable, and subject to the finalisation of the concomitant regulatory framework, staff recruited to perform shift work, on-call, stand-by or any other individual shift roster pattern in the AD/AST function group shall receive allowances which are identical in amount as those received by staff members in the FCO function group performing under similar or identical work patterns.
• Staff members who are currently FCOs in the FCO function group, and who apply and be successful on this position, will continue to receive any operational and functional allowance they received prior to being selected for this position.
• Candidates declared suitable who are not selected for the post will be placed on a reserve list for similar roles. The reserve list will be valid for one year from the closing date of applications.
• Information on salary and benefits can be found on our Careers site
• EUROCONTROL is an equal opportunities employer. We are committed to equality and diversity. In the event of equal merit, preference may be given to the applicant from the under-represented diversity characteristics in order to complement diversity of teams and rebalance the workforce.
• Candidates should go to our Careers site and read the tips on how to apply.