C004162 Senior Digital Collaboration Engineer (CTS) - TUE 25 Nov Relaunch

Senior Digital Collaboration Engineer

Under the direction of the Shared Workspace Service Area Owner, the incumbent will perform duties such as the following:

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.

Accountable for the creation and maintenance of technical documentation (configuration baselines, standard operating procedures, network diagrams, etc.) used for continuous service improvement and service execution.

Interact with customer representatives to receive feedback, capture requirements and help in articulating solutions in customer request processes for their AV needs.

Manage the design and deployment of complex Audio Visual solutions across the different NATO networks.

Communicate vision, mission, requests, tasks clearly to the team members to ensure effective and efficient execution

Perform team management tasks like performance review, time management and resource management

Represent the team and communicate the team needs to the SAO, while also cascading the duties coming from the SAO and higher chain of command.

Mentor and guide the team members, while maintaining a good team morale, by equally and fairly distributing the workload and promoting a safe and trusted environment

Perform team management tasks like performance review, time management and resource management

Deputize for higher-grade staff, if required.

Perform other duties as may be required