Deadline Date: Tuesday 25 February 2025
Requirement: NATO Enterprise Directory Service – Operational Service Support
Location: Wesel, DE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: BASE period: 24 Mar 2025 (tentative) – 31st Dec 2025 with the possibility to exercise following options:
1. 2026 OPTION period: 1st Jan 2026 until 31st Dec 2026
2. 2027 OPTION period: 1st Jan 2027 until 31st Dec 2027
3. 2028 OPTION period: 1st Jan 2028 until 31st Dec 2028
Required Security Clearance: NATO Cosmic Top Secret
1. INTRODUCTION
NATO Communication and Information Agency (NCIA) provides end-user services to customers throughout NATO. These end-users services are supported by NATO Enterprise Directory Services provided by the NATO Infrastructure Services Centre (NISC) Business Area of NCIA. All services provided by NCIA, regardless of whether they are end-user services or supporting services, are under the responsibility of Service Delivery Managers (SDM).
The NATO Infrastructure Service Centre (NISC) Business Area Lead (BAL) is accountable for planning and executing the full lifecycle management activities (design, transition and operations) for the identified area of responsibility. NISC provides generic, domain independent, technical functionality that enables and facilitates the operation and use of Information Technology resources. NISC services are provided in the following technical domains: Network Services, infrastructure hosting, storage and processing, infrastructure networking, HW and SW management, databases and web platform services, as well as identity management.
2. OBJECTIVES
* Ensure high-quality, continuous support for DCIS service
* Provide continuous monitoring and pro-active administration of the DCIS service
* Develop and deploy iterative updates to the DCIS services, aligning with evolving business requirements.
This SOW covers the Operations and Maintenance (O&M) of NATO Enterprise Directory Services across multiple security domains (NU, MS, NS).
3. SCOPE OF WORK
Support activities:
* Direct 1st and 2nd level fault resolution on Network Elements;
* Responsible for the delivery of 3rd level technical support for Network Services;
* Perform fault diagnosis using the Network Management Systems;
* Coordinate with sites for Transmission, Routing and Switching elements centralization;
* Liaise with other organizations for fault rectification activities;
* Supervise and carry out routine maintenance of Network infrastructure;
* Ensure appropriate actions are taken to resolve incidents and problems;
* Ensure that network performance of IP traffic is monitored;
* Implement agreed remedies and preventative measures;
* Coordinate and perform routing infrastructure design and maintenance activities;
* Complete any changes to the system documentation;
* Complete backups and restores of Network core devices;
* Investigate and propose long term solutions to encountered problems;
* Direct the work undertaken by the cell technicians;
* Deputize for higher grade staff, if required;
On-Call Support and Responsibilities
* Participate in a rotation-based on-call system with the Purchaser’s staff
* On-call activities are considered delivery-based and part of the monthly sprint cycle
On-Call Deliverables
After each on-call day, a daily status report will be provided on a Purchaser provided SharePoint page containing the following information: Any Issue: Yes / No; Remarks: Summary of the issue and the fix provided.
The daily report will be provided no later than 8:30 the following day.
A summary of the issues handled and resolutions provided during the on-call period will be submitted at the end of the sprint.
4. PAYMENT MILESTONES AND DELIVERABLES
Payment Schedule will be at the end of each sprint of four working weeks, following the acceptance of the sprint report.
5. COORDINATION AND REPORTING
5.1 The Contractor shall deliver services on-site at NCIA premises in FSP1 Wesel Germany.
5.2 The contractor shall report to the Service Delivery Manager (or deputy).
5.3 The Contractor shall participate in daily status update meetings, activity planning and other meetings as instructed.
6. SCHEDULE
This task order will be active immediately after signing of the contract by both parties.
7. SECURITY
7.1 Performance of the services described in this SOW require a valid NATO SECRET security clearance prior to the start of the engagement and obtain COSMIC TOP SECRET during the first year of the execution of deliverables under this SOW.
8. QUALIFICATIONS
The consultancy support for this work requires the following qualifications:
Technical Qualifications
* At least 3 years’ experience in latest Virtualization Technologies and Operating Systems
* At least three years’ operation and configuration experience of CISCO Routing and Switching Elements;
* At least three years’ operation and configuration experience of Network Automation or equivalent systems;
* Very good knowledge of Transmission and Telecommunication Systems Engineering;
* Knowledge of ITIL IT service management model.
Professional Qualifications
* Must have excellent spoken and written English communication and presentation skills.
* Excellent communication skills to effectively interact with users, team members and stakeholders.
* Knowledge of NATO responsibilities and organization.
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