2 510 6 - NATO Enterprise Directory Svc Operational Svc Supp
Location: Wesel, Germany.
Period: Delivery driven (start on 24 Mar 2025).
Deadline: 25 Feb 2025.
Duties/Roles:
1. Support activities:
2. Direct 1st and 2nd level fault resolution on Network Elements to sectors, sites, and the Service Area routing cells;
3. Responsible for the delivery of 3rd level technical support for Network Services;
4. Perform fault diagnosis using the Network Management Systems;
5. Coordinate with sites for Transmission, Routing and Switching elements centralization, standardization and best practices;
6. Liaise with other organizations and NCIA business areas for fault rectification activities;
7. Supervise and carry out routine maintenance of Network infrastructure, management appliances, and other NATO Network equipment;
8. Ensure appropriate actions are taken to resolve incidents and problems in the Routing and Switching as well as in the Transmission service architectures;
9. Ensure that network performance of IP traffic is monitored, reviewed, and fine-tuned where appropriate;
10. Ensure the implementation of agreed remedies and preventative measures;
11. Coordinate and perform routing infrastructure design, configuration, and maintenance activities for all NATO exercise scenarios;
12. Complete any changes to the system documentation;
13. Complete backups and restores of Network core devices;
14. Investigate and propose long term solutions to encountered equipment and configuration problems to the Cell Head;
15. Direct the work undertaken by the cell technicians;
16. Deputize for higher grade staff, if required;
On-Call Support and Responsibilities:
1. The Contractor’s personnel will participate in a rotation-based on-call system with the Purchaser’s staff.
2. On-call activities are considered delivery-based and part of the monthly sprint cycle.
3. The schedule will be defined during sprint planning and will outline who is responsible for on-call activities duties each week.
4. On-call shifts will cover critical issues outside the normal working hours.
5. The Contractor’s personnel would cover a maximum of 2 weeks per month.
On-Call Responsibilities:
1. Responding to urgent incidents or requests during the designated on-call hours.
2. Resolving high-priority incidents to ensure minimal downtime and quick resolution;
3. Documenting any on-call activities, including actions taken to resolve issues.
Skills, Knowledge, Experience Required:
Mandatory:
1. Performance of the services described in this SOW requires 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.
2. Technical Qualifications:
3. At least 3 years’ experience in latest Virtualization Technologies and Operating Systems;
4. At least three years’ operation and configuration experience of CISCO Routing and Switching Elements;
5. At least three years’ operation and configuration experience of Network Automation or equivalent network automation and orchestration systems;
6. A minimum of three years’ experience with the configuration and operation of Network Monitoring Systems (Intermapper, CA Spectrum) and Event Management systems;
7. A minimum of three years’ experience in Exercises and Operations support;
8. Very good knowledge of Transmission and Telecommunication Systems Engineering and the associated aspects;
9. Extensive knowledge of implementing and operating network authentication and authorization systems and technologies;
10. A high level of knowledge of network, system, and application level troubleshooting techniques;
11. Sound knowledge of communications protocols and practical experience of using diagnostic test equipment;
12. Working knowledge of TCP/IP protocols;
13. Working knowledge of routing protocols (OSPF, EIGRP, BGP);
14. Deep understanding of the concept of QoS in IP-Networks;
15. Very good knowledge of Policy Based Routing;
16. Shall have general understanding of transmission protocol MPLS-TE and collaboration services Voice/Video;
17. Configuration management practices and tools;
18. Knowledge of ITIL IT service management model;
19. Experience and applied knowledge of Service Transition;
20. Proven ability to communicate effectively orally and in writing with good briefing skills;
21. Strong and open communication skills;
22. Autonomous, problem-solver and drives towards results.
Professional Qualifications:
1. Must have excellent spoken and written English communication and presentation skills, as demonstrated by recent experience (within the past 5 years);
2. Excellent communication skills to effectively interact with users, team members, and stakeholders;
3. Must demonstrate the ability and self-motivation to work on his/her own but must also work well within groups as part of a team;
4. Must demonstrate an ability and keen sense for problem-solving;
5. Motivated, good communication skills, team player;
6. Able to work independently with minimal supervision;
7. Knowledge of NATO responsibilities and organization.
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