2025-0032 Provision of Operational Service Support (CTS) GERMANY - 25 Feb

Deadline Date:  Tuesday 25 February 2025
 
Requirement:   Provision of Operational Service Support for NATO Enterprise Directory Service
 
Location:  Wesel, GERMANY
 
Full Time On-Site:  Yes
 
Time On-Site:  100%
 
Not to Exceed:  172,800
 
Required Start Date:   24 March 2025
 
Required Security Clearance:  NATO Cosmic Top Secret
 
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 (including: subject matter expertise; acquisition; project management, operations and maintenance; and, disposal) are provided in the following technical domains: Network Services (to include routing, switching and transmission services), infrastructure hosting, storage and processing, infrastructure networking, HW and SW management, databases and web platform services, as well as identity management. Services are provided throughout the lifecycle to both internal and external customers in both static and deployable settings.
 
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.

• Responsible for the delivery of 3rd level technical support for IT and Data Management Services in DCIS
• Performs fault diagnosis using the IT and Data Management Services Management System
• Supervises and carries out routine maintenance of IT and Data Management Services infrastructure, management appliances and other NATO IT and Data Management Services equipment
• Completes any changes to the system documentation
• Completes backups and restores of IT and Data Management Services devices
• Supports the work undertaken by the ID&E OPEX Engineers.
• Performs remote fault diagnosis on IT and Data Management Services as required
• Performs on the Job Familiarization with the Customer
• Collaborate with the stakeholders, both internal and externals, as necessary, to coordinate efforts and ensure smooth execution of software support and development activities
• Execute the processes of Incident Management, Change Management and Release Management, as required, following the NCIA procedures.

• 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

• 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.

• 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

• The Contractor shall deliver services on-site at NCIA premises in FSP1 Wesel Germany.
• The contractor shall report to the Service Delivery Manager (or deputy).
• The Contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to Service Delivery Manager (or deputy) instructions.
• For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in writing, within three (3) working days after the sprint’s end date. A report in the format of a short email shall be sent to NCIA POC (Service Delivery Manager (or deputy)) briefly mentioning the work held and the achievements during the sprint.

• 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
• The Contractor SHALL ensure that all the Contractor staff or anyone working under the remit of the Contractor requiring recurring access to on-site locations for the delivery of the services under this SoW, have a valid NATO Personal Security Clearance at least to the NATO COSMIC TOP SECRET level.

• This is a deliverables-based contract
• The contractor shall provide services On-site in FSP1 Wesel Germany. Exceptional off-site activities to support service delivery can also be arranged with the line manager and approval on sprint activities which do not require physical presence on-site.
• There may be requirements to travel to other sites within NATO for completing these tasks
• Travel costs are out of scope and will be borne by the NCIA separately in accordance to the provisions of the AAS+ Framework Contract
• The work depicted in this SOW is to be performed by ONE contractor.
• The contractor personnel need to be assigned at the beginning of the each sprint (decided in the Sprint Planning meeting) to be able to fulfil the agreed activities (I.e. in case there is a requirement for development activities, developers need to be assigned to the sprint).

• 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

• At least 2 years’ experience in latest Virtualization Technologies and Operating Systems
• At least 2 years’ experience in implementation and troubleshooting Infrastructure Failover Clusters (Vmware and Microsoft)
• At least 2 years’ experience in latest Server, Storage, Client and Infrastructure Networking hardware technologies
• At least 2 years’ experience in Antivirus Management Systems (i.e. McAfee ePolicy Orchestrator)
• At least 2 years’ experience in Enterprise Systems Management services, methods and tools (i.e. SCOM, SCCM, SCVMM)
• At least 2 years’ experience in various areas of Software Engineering including some of the following: Email and collaboration services technologies (e.g. MS Exchange and Skype for Business); Cloud Computing Systems such as Microsoft Remote Desktop Infrastructure and VMware Horizon; Design and implementation of Active Directory Federation Services in large enterprise environments; WEP Portal Technologies and High Availability Database Systems (i.e. SQL Cluster)
• At least 1 year experience in support by professional certification in the implementation and administration of COTS products such as MS Windows Server, Linux, Oracle, MS SQL, VMware, MS Hyper-V, MS SharePoint, MS Active Directory and Active Directory Federation Services, MS Exchange, MS Skype for Business, Client OS (Windows, Linux.)
• At least 1 year experience in 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
• Entrepreneur and strong networking skills
• Autonomous, problem-solver and drives towards results

• 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.