EMW Wesel, North Rhine-Westphalia, Germany
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:
2026 OPTION period: 1st Jan 2026 until 31st Dec 2026
2027 OPTION period: 1st Jan 2027 until 31st Dec 2027
2028 OPTION period: 1st Jan 2028 until 31st Dec 2028
Required Security Clearance: NATO Cosmic Top Secret
* INTRODUCTION
The NATO Communication and Information Agency (NCIA) provides end-user services to customers throughout NATO. These end-user 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).
* OBJECTIVES
The main objectives of this statement of work can be summarized as follows:
* 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).
* SCOPE OF WORK
Support activities:
* Direct 1st and 2nd level fault resolution on Network Elements to sectors, sites and the Service Area routing cells;
* 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, standardization and best practices;
* Liaise with other organizations and NCIA business areas for fault rectification activities;
* Supervise and carry out routine maintenance of Network infrastructure, management appliances and other NATO Network equipment;
* Ensure appropriate actions are taken to resolve incidents and problems in the Routing and Switching as well as in the Transmission service architectures;
* Ensure that network performance of IP traffic is monitored, reviewed and fine-tuned where appropriate;
* Ensure the implementation of agreed remedies and preventative measures;
* Coordinate and perform routing infrastructure design, configuration and maintenance activities for all NATO exercise scenarios;
* Complete any changes to the system documentation;
* Complete backups and restores of Network core devices;
* Investigate and propose long term solutions to encountered equipment and configuration problems to the Cell Head;
* Direct the work undertaken by the cell technicians;
* Deputize for higher grade staff, if required;
* On-Call Support and Responsibilities
* The Contractor's personnel will 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 Rotation Schedule
* The schedule will be defined during sprint planning and will outline who is responsible for on-call activities duties each week.
* On-call shifts will cover critical issues outside the normal working hours.
* The Contractor's personnel would cover maximum 2 weeks per month.
* On-Call Responsibilities
* Responding to urgent incidents or requests during the designated on-call hours.
* Resolving high-priority incidents to ensure minimal downtime and quick resolution.
* Documenting any on-call activities, including actions taken to resolve issues.
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.
The following deliverables are expected from this statement of work:
* Complete the activities/tasks agreed in each sprint meeting as per sections 2 and 3 above.
* Produce sprint completion reports (format: e-mail update), which include details of activities performed. Specifically, the resolved number of tickets will be broken down into number of Incidents, Service Requests (work orders), Change Requests, Tasks, and Requests for Information or Internal Activities, traceable through ITSM.
The Contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Service Delivery Manager or deputy.
The work shall be carried out in sprints whereby each sprint is independent.
The work will be executed mainly onsite but some sprints will be offsite at other NATO locations.
Remote work cannot be performed offsite since the nature and classification of the work require the contractor to be present at the office. Nevertheless, incidental requests will be reviewed on a case-by-case basis.
The contractor will be part of a team and will work using an Agile and iterative approach using multiple sprints. Each sprint is planned for a rough duration of 4 weeks.
Services need to be provided during standard working hours of NCIA.
The content and scope of each sprint will be agreed with the service delivery manager during the sprint-planning meeting, in writing.
* 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.
Subject to actual requirements, contractor performance and available funding, the Purchaser reserves the right to exercise optional sprints for base and optional periods, at a later time, within the same scope and cost.
The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) - (Annex B) including the EBA Receipt number.
Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and the NCIA POC.
* COORDINATION AND REPORTING
The Contractor shall deliver services on-site at NCIA premises in FSP1 Wesel Germany.
* 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 and operation of Network Automation or equivalent network automation and orchestration systems.
* A minimum of three years' experience with the configuration and operation of Network Monitoring Systems (Intermapper, CA Spectrum) and Event Management systems.
* A minimum of three years' experience in Exercises and Operations support.
* Very good knowledge of Transmission and Telecommunication Systems Engineering and the associated aspects.
* Extensive knowledge of implementing and operating network authentication and authorization systems and technologies.
* A high level of knowledge of network, system and application level troubleshooting techniques.
* Sound knowledge of communications protocols and practical experience of using diagnostic test equipment.
* Working knowledge of TCP/IP protocols.
* Working knowledge of routing protocols (OSPF, EIGRP, BGP).
* Deep understanding of the concept of QoS in IP-Networks.
* Very good knowledge of Policy Based Routing.
* Shall have general understanding of transmission protocol MPLS-TE and collaboration services Voice/Video.
* Configuration management practices and tools.
* Knowledge of ITIL IT service management model.
* Experience and applied knowledge of Service Transition.
* Proven ability to communicate effectively orally and in writing with good briefing skills.
* Strong and open communication skills.
* Autonomous, problem-solver and drives towards results.
* Professional Qualifications:
* Must have excellent spoken and written English communication and presentation skills, as demonstrated by recent experience (within the past 5 years).
* Excellent communication skills to effectively interact with users, team members and stakeholders.
* 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.
* Must demonstrate an ability and keen sense for problem-solving.
* Motivated, good communication skills, team player.
* Able to work independently with minimal supervision.
* Knowledge of NATO responsibilities and organization.
Seniority level
Entry level
Employment type
Contract
Job function
Management and Manufacturing
Industries
IT Services and IT Consulting
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