Requirement: NSATU Core Services Level 3 Engineering Support
Location: Wiesbaden, Germany - 100% onsite
Not to Exceed: Year 1 Monthly Fee: 13,320 EUR
Period of Performance: Year 1 (Base Period): Commencing as soon as possible, but no later than 13th July 2026 until 31st December 2026.
Year 2 (Option Year 1): A period of twelve (12) months immediately following the completion of Year 1.
Year 3 (Option Year 2): A period of twelve (12) months immediately following the completion of Year 2.
Required Security Clearance: NATO COSMIC TOP SECRET
Please do NOT apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Introduction:
- The NATO Integrated Mission Services Centre (NIMSC) is responsible for the coordination, planning, and
delivery of engineering and operational support capabilities across NATO Enterprise Architecture and Mobile
CIS Infrastructure, including Deployable CIS Services (DCIS), Dispersible Systems, Highly Mobile Systems,
SATCOM, and Wireless Communications; supporting NATO Missions. To ensure the sustained availability,
performance, and resilience of these mission-critical capabilities, NIMSC requires structured, continuous
Engineering, Operations and Maintenance (O&M) support, aligned with NATO governance processes and
operational priorities. - Through this Statement of Work (SoW), the NIMSC seeks industry support to deliver technical, operational,
engineering and service-governance activities for the NATO Security Assistance and Training for Ukraine
(NSATU), and its NATO Enterprise Architecture and Deployable CIS (DCIS). The objective is to ensure
uninterrupted service delivery, effective incident and change management, accurate and auditable reporting,
and continuous service improvement across all NSATU functional locations. The Contractor, through the
selected personnel, will provide Core Services Engineering Level 3 technical support, infrastructure
maintenance, system documentation management, engineering service reporting, operational coordination
activities, ensuring that NSATU NATO Enterprise Architecture and Deployable CIS (DCIS) capabilities remain
fully operational, secure, and aligned with NATO standards.
The intended business outcome of this Statement of Work is to ensure the reliable, secure, and continuous
operation of NATO CIS services and more specifically for the NATO Security Assistance and Training for
Ukraine (NSATU) mission, through proactive support, maintenance, and iterative service improvement.
Specifically, the main objectives are:
- Ensure service continuity and availability by maintaining stable and resilient NSATU NATO CIS Services
and architectural operations aligned with defined performance targets and service levels. - By reducing operational disruptions through timely incident intervention, efficient fault diagnosis, and
adherence to defined resolution KPIs. - Enable proactive engineering service delivery by implementing continuous monitoring and preventive
maintenance of NSATU NATO CIS Services and architecture and services. - Support operational agility and evolution through iterative updates and enhancements aligned with
emerging business and operational requirements. - Strengthen governance and compliance by ensuring that all activities (Incident, Change, and Release
Management) are executed in accordance with NATO processes and standards.
NSATU NATO CIS architecture, capable of supporting mission-critical operations across all supported security
domains.
Scope of Work:
The scope covers the Core Services Operations and Maintenance (O&M) of NSATU NATO CIS Services and
architecture including continuous support, monitoring, maintenance, and controlled service updates. The Contractor shall provide services in a continuous and structured manner, ensuring alignment with operational priorities, service levels, and NATO governance processes. The services shall be delivered through the assignment of one (1) qualified personnel as set out in Section 8.
The assigned personnel shall perform the activities defined herein and contribute to the achievement of the
agreed service levels and performance targets.
The Contractor shall ensure that the assigned personnel:
- Possess the required qualifications and experience;
- Perform the tasks in accordance with NATO processes and procedures;
- Maintain continuity and quality of service delivery.
The Contractor shall provide services contributing to the availability, performance, and continuous operation of
the NSATU and associated IT and Data Management Services.
This includes the following activities:
- 3rd Level Technical Support: Supporting the delivery of advanced (3rd level) technical support for
NSATU NATO CIS Services and architecture and IT/Data Management Services, ensuring service
availability is maintained in accordance with defined targets. - Fault Diagnosis and Troubleshooting:
Supporting fault diagnosis activities using the IT and Data
Management Services Management System, including both local and remote diagnostic capabilities. - Infrastructure Maintenance:
Supporting the supervision and execution of routine maintenance activities
for infrastructure, management appliances, and associated NSATU IT/Data Management equipment. - System Documentation Management:
Supporting the maintenance and updating of system
documentation to reflect changes, configurations, and operational procedures. - Backup and Restore Operations:
Supporting the execution and validation of backup and restore
procedures for IT and Data Management Services devices. - Remote Support Capabilities:
Supporting remote fault diagnosis and intervention activities as required
to ensure service continuity. - Stakeholder Coordination:
Supporting collaboration with internal and external stakeholders to ensure
effective coordination of support, maintenance, and service activities. - Process Execution (ITSM):
Supporting the execution of:
- Incident Management
- Change Management
- Release Management
traceability, and auditability.
Qualifications:
The support required under this SoW demands a combination of advanced technical expertise, operational
experience, and strong communication and coordination skills. The Contractor's personnel shall meet the
following minimum qualifications:
Specific Technical Qualifications and Experience:
Personnel shall have at least three (3) years of experience in the following areas:
- COMPTIA A+ (Pre-2019 Core 1 (220-1001) and Core 2 (220-1002) Post 2019 Core 1 (220-1101) and
Core 2 (220-1102) or equivalent qualification. - Proficiency in implementing and maintaining VMWare 6 infrastructures.
- In-depth knowledge of the VMWare vSphere product including, but not limited to, ESXi, VSAN, vRealize
Operations, NSX, vSphere CLI scripting and VMWare update services. - In-depth knowledge of data storage technologies, like vSAN, iSCSI and small SANs (HP MSA).
- In-depth knowledge of VEEAM Backup, replication 9.x and VMWare architectures.
- In-depth knowledge of the entire Microsoft Operating system product line administration: Windows server
2012R2, 2016, Windows 10, Exchange server 2013/2016. - Proficiency in Managing DNS Domains and DNS Resolution on Windows 2008/2012 R2 and Windows
2016. - In-depth knowledge of implementing and administering Active Directory (AD) environments.
- Proficiency in troubleshooting client OS and client software problems.
- Proficiency in deployment of the SCCM architecture.
- In-depth knowledge of maintaining the Core Enterprise Services that include: Active Directory, Domain
Trusts, Exchange Servers, DNS Management, Group Policy Management, McAfee ePolicy Orchestrator for
Endpoint Protection and software update services. - In-depth knowledge of Blackberry Enterprise Server environments.
It is desirable that the assigned personnel have the following qualifications and have at least three (3) years of
experience in the following areas:
- Working knowledge of the Microsoft Deployment Kit (MDT Kit).
- Working knowledge of Microsoft RDS services.
- Working knowledge of managing and configuring the McAfee ePolicy Orchestrator 5.1.3 and above.
- Solid appreciation of server, storage and networking hardware.
- Good familiarization with HP Blade Server Products and HP rack-based servers.
- In-depth knowledge of network protocols and network management technology
Personnel shall possess:
- Shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum
professional) in accordance with STANAG 6001. - Proven English language ability to communicate effectively, both orally and in writing, including the ability
to deliver clear briefings and articulate complex technical matters; - Strong interpersonal skills, with the ability to work effectively in multinational and multidisciplinary
environments; - Ability to work autonomously with minimal supervision, while contributing effectively as part of a team;
- Strong analytical and problem-solving capabilities, with a results-oriented approach;
- Demonstrated ability to interact with users, stakeholders, and technical teams in a professional and
collaborative manner; - High level of motivation, adaptability, and professional integrity;
- In depth practical understanding of NATO Command structures, roles, and organisational context
- In depth practical Knowledge of NATO Enterprise Architecture and DCIS services, covering OSI Layers
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