Deadline Date : Tuesday 25 February 2025
Requirement : NATO Enterprise Directory Service – Operational Service Support
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.
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 rioting 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 staffOn-call activities are considered delivery-based and part of the monthly sprint cycleOn-Call Rotation Schedule :
The schedule will be defined during sprint planning and will outline who is responsible for on-call activities duties each weekOn-call shifts will cover critical issues outside the normal working hoursThe Contractor’s personnel would cover maximum 2 weeks per month.On-Call Responsibilities :
Responding to urgent incidents or requests during the designated on-call hoursResolving high-priority incidents to ensure minimal downtime and quick resolutionDocumenting any on-call activities, including actions taken to resolve issuesCorrdination and Reporting :
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.Security :
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 SoWThe 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.Constraints :
All the documentation provided under this statement of work will be based on NCIA templates or agreed with project point of contact
All scripts, documentation and required code will be stored under configuration management and / or in the provided NCIA tools.
Practical Arrangements :
This is a deliverables-based contractThe 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 tasksTravel costs are out of scope and will be borne by the NCIA separately in accordance to the provisions of the AAS+ Framework ContractThe 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).Security :
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
Qualification :
The consultancy support for this work requires the following qualifications :
Technical Qualifications :
At least 3 years’ experience in latest Virtualization Technologies and Operating SystemsAt 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 toolsKnowledge of ITIL IT service management modelExperience and applied knowledge of Service TransitionProven ability to communicate effectively orally and in writing with good briefing skillsStrong and open communication skillsAutonomous, problem-solver and drives towards resultsProfessional 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 stakeholdersMust demonstrate the ability and self-motivation to work on his / her own but must also work well within groups as part of a teamMust demonstrate an ability and keen sense for problem-solvingMotivated, good communication skills, team playerAble to work independently with minimal supervisionKnowledge of NATO responsibilities and organization.