OPERATIONAL SERVICE SUPPORT (CTS) - WED 15 JAN

Deadline Date.
Wednesday 15 January Requirement.
Enterprise Directory Service – Operational Service SupportLocation.
Grazzanise, ITFull Time On-Site.
YesTime On-Site.
100%Period of Performance.
BASE period.
24th February st December with the possibility to exercise following options.
OPTION period.
1st January until 31st December OPTION period.
1st January until 31st December OPTION period.
1st January until 31st December Required Security Clearance.
NATO COSMIC TOP SECRET (See Section 7 Security) 1.
INTRODUCTIONNATO 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.
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OBJECTIVESThe 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.
his SOW covers the Operations and Maintenance (O&M) of NATO Enterprise Directory Services across multiple security domains (NU, MS, NS).
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SCOPE OF WORKSupport activities:• 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 ManagementServices equipment:• Completes any changes to the system documentation• Completes backups and restores of IT and Data Management Services devices• Supervises the work undertaken by the FSP IT and Data Management Services Technicians• 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.
n-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 cycleOn-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.
n-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 issuesOn-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.
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.
he work shall be carried out in sprints whereby each sprint is independent.
The work will be executed mainly onsite but some sprint will be offsite at other NATO locations.
Remote work cannot be performed offsite since the nature and classification of the work which requires the contractor to be present at the office.
Nevertheless, incidental requests will be reviewed on a case by case basis.
he 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.
print planningAt the start of each sprint:• A planning meeting will be held to define activities and goals for the sprint.• The deliverables for the sprint will be clearly outlined, including any specific tasks, outputs and measurable objectives.• On-call rotations and responsibilities will be defined for the upcoming sprint.• Both parties must approve the planned activities before the sprint can begin.
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PAYMENT MILESTONES AND DELIVERABLESThe following deliverables are expected from this statement of work.
) Complete the activities/tasks agreed in each spring 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.
ayment Schedule will be at the end of each sprint of four working weeks, following the acceptance of the sprint report.
he NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe, at a later time, depending on the project priorities and requirements.
he payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.
nvoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and the NCIA POC.
BASE.
02 January to 31 December Deliverable.
Up to 11 SprintsPayment Milestones.
Upon completion of each sprint after delivery acceptance sheet approval OPTION.
01 January to 31 December Deliverable.
Up to 12 SprintsPayment Milestones.
Upon completion of each sprint after delivery acceptance sheet approval OPTION.
01 January to 31 December Deliverable.
Up to 12 SprintsPayment Milestones.
Upon completion of each sprint after delivery acceptance sheet approval OPTION.
01 January to 31 December Deliverable.
Up to 12 SprintsPayment Milestones.
Upon completion of each sprint after delivery acceptance sheet approval5.
COORDINATION AND REPORTING5.
The Contractor shall deliver services on-site at NCIA premises in Grazzanise Air Base (GAB), Italy.
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The contractor shall report to the INF023 Service Delivery Manager (or deputy).
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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.
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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.
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SCHEDULEThis task order will be active immediately after signing of the contract by both parties.
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The BASE period of performance is 24th February and will end no later than 31st December If the onwards option is exercised, the period of performance is 01st January to 31st December If the onwards option is exercised, the period of performance is 01st January to 31st December If the onwards option is exercised, the period of performance is 01st January to 31st December .
SECURITY7.
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 SoW7.
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.
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CONSTRAINTS8.
All the documentation provided under this statement of work will be based on NCIA templates or agreed with project point of contact8.
All scripts, documentation and required code will be stored under configuration management and/or in the provided NCIA tools.
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PRACTICAL ARRANGEMENTS9.
This is a deliverables-based contract9.
The contractor shall provide services On-site in Grazzanise Air Base (GAB), Italy.
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.
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There may be requirements to travel to other sites within NATO for completing these tasks9.
Travel costs are out of scope and will be borne by the NCIA separately in accordance to the provisions of the AAS+ Framework Contract9.
The work depicted in this SOW is to be performed by one contractor.
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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.
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in case there is a requirement for development activities, developers need to be assigned to the sprint).
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QUALIFICATIONS[See Requirements] 7.
SECURITY7.
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 SoW10.
QUALIFICATIONSThe consultancy support for this work requires the following qualifications.
echnical QualificationsAt least 2 years’ experience in various areas of.
Latest Virtualization Technologies and Operating Systems Implementation and troubleshooting Infrastructure Failover Clusters (Vmware and Microsoft) Latest Server, Storage, Client and Infrastructure Networking hardware technologies Antivirus Management Systems (i.
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McAfee ePolicy Orchestrator) Enterprise Systems Management services, methods and tools (i.
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SCOM, SCCM, SCVMM) Experience in various areas of Software Engineering including some of the following.
Email and collaboration services technologies (e.
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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.
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SQL Cluster) At least 1 year experience 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.) 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 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.