2025-0147 L3 Application Support (COTS & Cloud Tech) (NS) BELGIUM - 21 MAY

Deadline Date:  Wednesday, 21 May 2025
 
Requirement:   L3 Application Support (COTS & Cloud Technologies)
 
Location:  Braine-l'Alleud, BELGIUM
 
Time On-Site:  100%
 
Not to Exceed:  2025 Base: 19,237 EUR NTE/sprint, 2026, 2027, 2028, 2029 OPTIONS
 
Period of Performance:  2nd July 2025
 
Required Security Clearance:  NATO SECRET
 
Introduction:
The NCI Agency (hereafter referred to as the “Purchaser”) is seeking an L3 Application Support Engineer (COTS & Cloud Technologies) to provide ongoing support for the NBAC Business Area during the migration of on-premise applications to the cloud. This role will focus on ensuring continued L3 support for existing COTS applications while also offering expert guidance and consultation on cloud migration efforts when required.
 
Objectives:
This Statement of Work aims to enhance the support model for NBAC-delivered services, focusing on maintaining existing on-premise COTS applications while providing support during the assessment and migration to cloud infrastructure.
The ideal candidate should have:

• Expertise in COTS application deployment and support
• Strong background in cloud technologies (Azure/AWS)
• Proven experience in configuring and supporting Atlassian Jira Service Management, with a solid understanding of other Atlassian products
• Strong analytical, problem-solving, and organizational skills
• The ability to document processes and provide training on tools and best practices.

• Design, implement, and manage Atlassian products on Azure private cloud as well as on-prem. Jira Service Management (JSM) and Jira Software (JS) are the main products.
• Ensure seamless integration with internal and external applications and systems.

• Design, implement, and manage Kubernetes environment that run in private cloud environments

• Configure CI/CD Pipelines
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

• Provide third-level support for end-user queries.
• Troubleshoot and resolve software issues, ensuring minimal disruption to users.
• Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution.

• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.

• Controlling, managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by the NBAC.
• Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.

• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with IT teams to resolve issues and improve service delivery.

• Delivering services under this SoW requires a valid NATO SECRET security clearance.
• Any resource proposed for this SOW requires valid NATO SECRET security clearance prior to the start of the engagement.
• All the deliverables of this project will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required.
• With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement.

• The contractor will be required to provide services 100% on-site at Braine l’Alleud, Belgium.
• Teleworking (working from own location in the country of the duty station) to support service delivery can also be arranged with the line manager’s coordination and approval.
• The work will be conducted during normal office hours following the Braine l’Alleud calendar, as well as outside office hours and on weekends, if necessary.
• NCI Agency in Braine l’Alleud Recognized Business hours/Holidays: NCI Agency in Braine l’Alleud official holiday schedule applies and will be provided to the contractor.
• NCI Agency in The Hague Operations: Monday to Thursday 0830 – 1730 and Friday 0830 – 1530 (CET)
• Contractor Furnished Services: Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.
• NCIA Furnished Property and Services: Access to relevant networks and environments will be provided by NCIA
• The work depicted in this SOW is expected to be carried by a SINGLE RESOURCE.
• Work is to be performed on the NCI Agency network(s) and appropriate hardware and connectivity will be provided by the NCI Agency, for the duration of this contract, and is to be returned upon completion of the contract.

• There may be requirements to travel to other sites within NATO for completing these tasks for periods not exceeding 2 weeks.
• Travel expenses are out of scope and will be borne by the NCI Agency separately in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

• With this role being of technical nature providing administrative support, a security clearance at the NATO Secret level is required prior to the start of the engagement.

• Understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads.
• Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory.
• Expert knowledge of Microsoft SQL Server 2016-2022 and IIS based web servers.
• Expert knowledge of networking infrastructure.
• Understanding of cloud technologies and deployment.
• Expert knowledge of PKI.
• Deep understanding of security constraints and requirements in CIS.
• Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards.
• Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint.
• Experience and good knowledge of the following COTS technology: GENPACT Sequence Kinetics or Sequence Cora; CITI Manage ID;
• Experience in human resource (HR) IT applications related to personnel, posts, organisations, identity management and badges;
• Experience (at least two years) in various areas of Software Engineering including some of the following: Requirements elicitation and management (including non-functional requirements for Operations & Maintenance);  SW change management and testing; Application release and deployment management; Configuration management practices and tools; Application Lifecycle Management concept and tools.
• Knowledge of NATO HR processes;
• Knowledge and experience in state-of-the-art technologies, relevant to software engineering: Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications;  Application server technologies and Relational data base management systems; programming languages and platforms like .NET, C#, JAVA, JavaScript;

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
• Ability to guide users through problem-solving steps effectively.

• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to non-technical users in a clear and concise manner.

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent.
• Prior experience of working in an international environment comprising both military and civilian elements;