Overview
The Senior Engineer (Digital Collaboration) will organize work for the Audio Visual team to deliver services, plan and monitor outsourcing and continuous service improvement initiatives, and lead service management processes for the Audio Visual service.
Key Responsibilities
- Organize the work for the Audio Visual team in order to deliver the Audio Visual service in accordance with customer service agreements (SLA, SSP, etc.) across the customer and NATO AoR (including missions and exercises), ensuring the expected level of quality, security and support;
- Plan, lead and monitor the implementation of the outsourcing and continuous service improvement initiatives;
- Lead and monitor the Service Request, Incident, Change and Problem Management for the Audio Visual service adhering to ITIL best practices;
- Participate in projects by representing and proving governance, guidance and mentorship on the Audio Visual Service component of the project, as required, to enable successful execution and to enhance and improve the existing infrastructure and services;
- Perform team management tasks like performance review, time management and resource management.
Required Experience
- A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 3 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 10 years extensive and progressive expertise in duties related to the function of the post;
- Experience in incident, change and problem management methodologies;
- Experience in service level management and continuous service improvement;
- Experience in Service Catalogue development and improvement;
- Proven experience as a people manager in a technology support or technical project delivery environment;
- Extensive experience as line manager and provide evidence of having the ability of being a motivator and mentor;
- Minimum 3 years of experience managing vendors and vendor contracts;
- Proven experience in managing the processes resulting in the architecture, design and deployment of complex Audio Visual solutions for all types of AV rooms including video walls, large meeting rooms, boardrooms, and video conferencing rooms;
- Familiarity with AV solutions from main vendors like Crestron, Extron, AMX and Televic;
- Familiarity with AV protocols and networking like Dante.
Qualifications
A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline.
