2025-0194 Trellix Endpoint Software Suite Support (NS) BELGIUM - 3 Jul

Deadline Date:  Thursday 3 July 2025
 
Requirement:   Trellix Endpoint Software Suite Support
 
Location:  Mons, BELGIUM
 
Full Time On-Site:  Yes
 
Time On-Site:  100%
 
Not to Exceed:  2025 BASE: 16 sprints, NTE € 3,892 / sprint, total NTE € 62,280, 2026 – 2027 and 2028 Options
 
Period of Performance:  2025 BASE period: 18th August 2025
 
Required Security Clearance:  NATO SECRET
 
Introduction:

• The NCIA is looking for Trellix Endpoint Software Suite Support – On Site, delivered in SHAPE, Mons, Belgium, for managed, protected, security-centric and reliable Infrastructure Endpoint Protection Service.
• NCIA – Infrastructure Endpoint Protection Service
• The NCIA provides advanced technological solutions and support to NATO and its member nations. Its mission is to ensure effective and secure communication and information systems for the alliance, enabling operations and decision-making. The agency plays a critical role in maintaining NATO's technological edge and operational readiness through innovation, collaboration, and the implementation of cutting-edge technologies.
• The Infrastructure Endpoint Protection Service within the NCIA provides a fully managed platform, based on Trellix ePolicy Orchestrator (EPO) and a comprehensive suite of Trellix endpoint protection products, for use as an integral part of a production, testing, and/or development environment.

• The objective of this Statement of Work (SOW) is to provide Support for Trellix Endpoint Software Suite, on Site, for NCIA managed networks.

• Level 1 support is user facing and is the first line of all technical support. At this level, all incidents and service requests will be logged, categorized, prioritized, diagnosed and managed. Incidents and service requests will be resolved within the boundaries of Level 1 support staff competence. Level 1 support for the Infrastructure Endpoint Protection Service is provided on-site, in SHAPE, Mons, Belgium.
• Level 2 support applies specialist skills to provide technical support, beyond that available at Level 1 to service requests and incident investigation, diagnosis and resolution. This level requires communication with the end-user, it performs proactive end-to-end service monitoring and takes actions to resolve incidents and recover the services impacted. Level 2 support for the Infrastructure Endpoint Protection Service is provided on-site, in SHAPE, Mons, Belgium.
• This SOW covers Level 1 and 2 support for multiple instances of Trellix ePolicy Orchestrator (EPO) installations and managed suite of software products deployed on endpoints on NCIA-managed networks across multiple security domains, as described in Annex B.
• 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).

• Ensure installation and configuration of Trellix software agents and the approved suite of endpoint protection products, is done in timely manner, as part of the physical or virtual endpoints deployment process;
• Identify the systems with incomplete endpoint protection, or unauthorized (“rogue”) endpoints, engage with the appropriate stakeholders and support the remediation of the deficiencies;
• Maintain an electronic register containing removable devices (RSM), users, timeframes, operational requirements and approvals’ status and relevant documents;
• Ensure the on premise Trellix software repositories are synchronized with vendor’s repositories from internet, and all EPO installations are updated daily; conduct troubleshooting and remediate deficiencies or apply mitigations to ensure the endpoint protection software (e.g. antimalware signature) are permanently updated;
• Support the requests for software installation/update activities by temporary reducing protection levels in the infrastructure endpoint protection configurations;
• Ensure only authorized configuration baselines are deployed on all EPO and managed systems, with specific, authorized, deviations applied in a systemic manner, using configuration rules per categories of software applications;
• Monitor continuously all EPO dashboards, logs and alerts, identify misconfigurations and implement configurations and updates, in coordination with Level 3 support Subject Matter Experts.

• Maintain the CMDB updated with the Configuration Items used by the services/systems listed in Annex B;
• Perform all operation, support and maintenance activities on the platforms described in Annex B.

• Log and track incidents, work orders and change requests using the incident ticketing system (ITSM);
• Investigate and resolve endpoint security related issues, directly assigned by end-users/requesters, or escalated from Level 1 support, within the staff competences and administrator permissions;
• Maintain communication with end-users when needed;
• Ensure all tickets are updated with accurate and detailed information and resolved (or assigned to appropriate stakeholders) within the agreed service levels;

• Escalate complex issues to Level 3 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.

• Monitor support metrics and KPIs to ensure high-quality service delivery.
• Participate in regular reviews to identify areas for improvement and implement corrective actions.

• Develop and implement automation scripts to streamline routine support tasks such as software installations, updates, system checks and notifications.
• Utilize automation to create workflows for repetitive tasks, improve service efficiency and proactively implement solutions.

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

• The Contractor shall start the execution of the contract by implementing the transition-in Handover-Takeover (HOTO) plan.
• The Transition-in Handover-Takeover (HOTO) plan shall include at the minimum:
• Detailed HOTO schedule with GANTT chart
• Resources and PFE required from the Purchaser for successful execution of HOTO plan
• Risk register
• Handover-takeover period will be divided in two parts; Shadowing and Reverse Shadowing.
• For the Transition-In HOTO, Shadowing will be the monitoring of Purchaser’s activities by the Contractor for each product listed in Annex B. Reverse shadowing will the monitoring of the Contractor activities by the Purchaser for item listed in Annex B.

• Whatever the cause or the triggering event of the contract coming to an end, the Contractor shall end the execution of the contract by implementing the transition-out Handover-Takeover (HOTO) plan.
• The transition-out Handover-Takeover plan to be executed for contract closure or contract termination shall include at the minimum:
• Detailed HOTO schedule with GANTT chart
• Transition to The Purchaser of any tools, procedures, training and documentation used by The Contractor to execute this SOW.
• Resources and PFE required from the Purchaser for successful execution of HOTO plan
• Risk register
• Handover-takeover period will be divided two parts; Shadowing and Reverse Shadowing.
• For the Transition-Out HOTO, Shadowing will be the monitoring of the Contractor activities by The Purchaser for each item listed in Annex B. Reverse shadowing will be the monitoring of the Purchaser activities by The Contractor for the second instance for each product listed in Annex B.

• All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.
• All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCIA tools.

• The duties of the contractor require a valid NATO SECRET (NS) security clearance, for the entire duration of the contract.

• The service shall be delivered during core working hours (0830 – 1200 and 1300 - 1730). Incident resolution activities may be requested during the out of business hours.
• Providing service out-side business hours is an exceptional situation (historically in the last years there were no such situations). If this occurs sprints price remains unchanged.

• There may be requirements to travel to other sites within NATO for completing these tasks.
• 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.

• The duties of the contractor require a valid NATO SECRET (NS) security clearance, for the entire duration of the contract.

• The support for this service requires the following technical proficiencies with minimum 3 years experiences in the following domains: Trellix ePolicy Orchestrator (EPO); Trellix Agent; Trellix Endpoint Security (ENS); Trellix Data Loss Prevention – Endpoint, Network, Discover (DLP); Trellix Rogue System Detection (RSD); Trellix Data Exchange Layer (DXL); Trellix Threat Intelligence Exchange (TIE); Trellix Application and Change Control (TACC); Trellix Data Encryption – including Drive Encryption and File and Removable Media Protection (FRP); Windows, Linux operating systems

• The support for this service requires expertise in performing the following tasks: Installation, Configuration, Management, Security; Monitoring, Upgrade, Patching

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

• Experience with shell scripting to automate routine support tasks.
• Proficiency in automation to create workflows and automate repetitive processes.
• Ability to identify and implement automation opportunities to enhance efficiency.

• Excellent verbal and written communication skills.
• Full proficiency in English.
• 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.