Provision of CIS Systems Administration Services

The purpose of this Statement of Work (SoW) is to describe the Provision of CIS Systems AdministraƟon Services required by the Purchaser. The NATO Communications and Information Agency (NCIA, further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effecƟve systems administraƟon services (further referred to as the "Service". The CIS systems administration service delivers technical expertise and takes direct responsibility for the Cyber Hygiene of the devices under their control, monitors the compliancy of centrally managed systems, and deploys and updates operational applications on the NATO classified and unclassified domains as well as ensuring physical and electronic security of the systems. The service also provides Level 2 application support to NISRF's user community. With this SoW, the Purchaser aims to achieve the following objectives: Efficient Incident Management: Ensure timely resolution of incidents and service requests, meeting SLA-defined response times. Reduce recurring technical issues through effective troubleshooting and root cause analysis. Optimized Network Performance: Maintain and improve system stability through proactive administration and maintenance. Minimize system downtime through preventive measures and timely interventions. Improved Documentation & Reporting: Ensure up-to-date and accurate documentation of system configurations and issues. Provide actionable reports and proposals to enhance service delivery. Support Technical Coordination Officer (TCO) with data-driven insights and operational recommendations. Effective Asset & Configuration Management: Ensure compliance with NATO policies for asset and configuration management. Maintain accurate inventory and configuration records for all system-related assets. During performance of the contract, the Contractor personnel will act as part of the Purchaser's ICT Systems Support section within Service Operations Branch structure. The SoW covers the following service tasks: Incident Resolution: In line with the current Service Level Agreement (SLA), carrying out timely allocation of resources and co-ordination of the response in the resolution of incidents, while providing advice on the investigation and diagnosis of problems, working with users, other staff and suppliers as appropriate. Managing any problems will need to be done in accordance with agreed NCIA standards and procedures. Systems Administration: Ensuring that the day-to-day Systems Administration of the Software (SW) of the currently fielded ICT services and other locally installed COTS software are running well and according to SLA principles Troubleshooting: Leading troubleshooting efforts on assigned devices; while providing technical advice and guidance to other CSU staff on all aspects of systems supported by the cell. Documentation: Preparation and maintenance of operational documentation for system configuration application support, and patching procedures. Preparation, storing and maintenance of all technical and service-oriented documentation pertaining to assigned systems, Reporting and Proposals: Creation of reports and proposals for improvement as requested Periodic reporting on Configuration Control data to relevant sections in a timely manner Provision of support to the Technical Coordination Officer in the following areas: Development of technical input for future project planning Development of troubleshooting SOPs and development of the Disaster Recovery/Business Continuity Plans Execution of the local Disaster Recovery/Business: Preventative Maintenance Plans: Execution of assigned preventative maintenance plans Service Asset and Configuration Management: Adherence to local Service Asset and Configuration Management procedures. Practical Arrangements: Place of performance: The deliverables will be produced on-site at Purchaser's premises in Sigonella, Italy. The working environment is a typical office working environment designated as Class II or Class I security area. It should be noted that Sigonella is not serviced by public transportation. Hours of Operation Services: The Contractor staff is expected to follow the Purchaser's working hours—07:45 - 16:45 (Monday-Thursday) and 07:45 - 14:45 (Friday), and observe Purchaser's official holidays. The Purchaser's official holidays may differ from the public holidays in the Host Nation. Travel: For this request there are no TDY requirements envisioned. In the exceptional event that travel to other locations is required, the following clause shall apply: Travel will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price. Purchase Furnished Equipment (PEE): Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks, IT systems and tools. The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment. Requirements: The Contractor's personnel shall: be knowledgeable and experienced in the nature of the tasks and activities of the Service. possess valid Personal Security Clearances for the duration of the Contract performance. be courteous and professional in dealing with NATO and Purchaser's staff. have sufficient knowledge in English language to allow smooth verbal and written communication. handle the Purchaser's furnished equipment (PFE) with due care. operate the equipment following the manufacturer's requirements. report to and receive guidance from Purchaser Point of Contact on-site and respective project manager. follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope. liaise with other Purchasers' teams as necessary. The Contractor / Contractor's personnel shall: bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the service. Governance: Purchaser's Key roles The following personnel is considered Key personnel in the context of this SoW: CSU Sigonella, Head, Service Operations Branch (SOB) - the person responsible for the overall delivery of Operationella, Technical Coordination Officer - the person responsible for day-to-day CIS services provision and technical lead for the execution of local projects. Deputized as Head SOB when required. CSU Sigonella Commander - local NCIA chief responsible for all operations in respective area of responsibility. Head, Service Operations Branch ‐ is the Purchaser's designated representative to sign the acceptance documents under this SoW. Escalation: For matters related to this SoW except contractual maƩers, the Contractor shall follow the escalation procedures as follows: The first point of contact is the Purchaser's Technical Coordination Officer. The first escalation point is the Purchaser's Head, Service Operations Branch. The second escalation point is the Purchaser's CSU Sigonella Commander. The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Senior Project Manager. Specific Requirements: To efficiently and effectively deliver the Service, the Contractor personnel shall possess qualifications and skills in the following areas: Language: Both oral and written communication in this job are conducted in English. The consultants shall be fluent in English corresponding to standard 3333 (listening, speaking, reading and writing). Required Qualifications: Higher vocational training in a relevant discipline with at least 3 years post-related experience; Or a secondary educational qualification with at least 5 years post-related experience; 5- Years technical experience with ICT Systems including data centre hardware, Windows Server 2016 or newer, MS Exchange, and Active Directory; 3-years' experience in ICT systems management, monitoring and statistics tools; 2-years' experience with IT systems virtualization and Virtual Desktop Infrastructure, preferably VMWare 2-years' experience with SCCM application deployments, patch management, and end-point protection; 2-years' experience with ITIL Incident Management processes