Deadline Date: Wednesday 11 December 2024

Requirement: Cloud Engineer (Hybrid) Exchange and Voice Specialist

Location: Off-Site

Note:Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Period of Performance: BASE period: 20th January 2025 – 31st December 2025

• 2026 Option: 1st January 2026 until 31st December 2026

• 2027 Option: 1st January 2027 until 31st December 2027

Start date is as soon as possible but not later than 20th January 2025

Required Security Clearance: NATO SECRET

1 INTRODUCTION

Supporting NATO throughout all its geographical locations, the NCI Agency is looking for Cloud Engineer (Hybrid), Exchange and Voice Specialist, joining the journey of NATO’s modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services.

NCI Agency – Cloud Operations Team

The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO's strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security-by-design approach, and ensuring a seamless transition to a modern, collaborative workplace environment.

To achieve these goals, we are building a Cloud Operations team under the Cloud Center of Excellence, operating under the NATO Enterprise Cloud Operating Model (NECOM). The NECOM framework provides a standardized approach for cloud service management, ensuring interoperability, scalability, and security across NATO's IT infrastructure. The Cloud Center of Excellence will serve as a hub for best practices, innovation, and expertise, driving the adoption and optimization of cloud technologies within NATO. This team will play a crucial role in our journey towards providing managed, protected, and reliable End User Services.

Embracing the latest technological advancements, this initiative will foster innovation and ensure NATO remains at the cutting edge of IT capabilities. By continuously evolving and integrating new technologies, we aim to enhance operational efficiency and readiness for future challenges. This remote position offers an exciting opportunity to be at the forefront of NATO's technological evolution and contribute to the security and efficiency of our operations.

NCI Agency – Cloud Centre of Excellence (CCoE)

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking a highly skilled Cloud Engineer (Hybrid), Exchange and Voice Specialist to join our IT team. The M365 Exchange and Voice Specialist will be responsible for managing and optimizing our Exchange Online environment and voice communication systems, including Microsoft Teams, Meeting Room Devices, Call Manager integration, VoIP, and PSTN services.

This role involves configuring and maintaining Exchange Online settings, managing Teams voice services, integrating meeting room devices, and ensuring seamless voice communication across the organization. You will contribute to the seamless operation of our IT services by leveraging the full capabilities of Exchange Online and Microsoft Teams, ensuring that our communication infrastructure is secure, efficient, and compliant with NATO and National Security policies.

Your responsibilities will include configuring and managing Exchange Online settings and policies, managing mail flow and transport rules, and overseeing mailbox provisioning and de-provisioning. In addition, you will be responsible for configuring and managing Microsoft Teams voice services, including call routing, call quality management, and user settings. You will also handle the integration and maintenance of meeting room devices and ensure their seamless operation with Microsoft Teams.

The role also involves integrating Microsoft Teams with Call Manager systems, managing VoIP and PSTN services, and ensuring compliance with technical standards and regulatory requirements. You will implement and manage security measures for email and voice communications, conduct regular security assessments, and ensure compliance with organizational and regulatory requirements.

Furthermore, you will develop and maintain automation scripts to streamline administrative tasks, provide expert support and troubleshooting for email and voice-related issues, and monitor the health and performance of the Exchange Online and Teams voice environments. If you are a motivated specialist with a passion for email and voice systems, and possess strong problem-solving skills, we invite you to apply and join our dynamic team.

2 OBJECTIVES

The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.

The objective of this statement of work is to establish a support and operating model for End User Services operating in the Public Cloud, with a focus on Microsoft 365 services.

3 SCOPE OF WORK

Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the Cloud Engineer (Hybrid), Exchange and Voice Specialist will be supporting the following activities:

1) Exchange Online Administration:

a) Configure and manage Exchange Online settings and policies.

b) Ensure optimal performance and security of the email environment.

c) Manage mail flow rules and transport rules.

d) Oversee mailbox provisioning and deprovisioning.

2) Teams Voice Services Management:

a) Configure and manage Microsoft Teams voice services.

b) Implement and manage policies for call routing, call quality, and user settings.

c) Monitor and optimize Teams voice performance and reliability.

d) Troubleshoot and resolve Teams voice-related issues.

3) Meeting Room Devices Integration:

a) Configure and manage meeting room devices.

b) Ensure seamless integration of meeting room devices with Microsoft Teams.

c) Monitor and maintain the performance of meeting room devices.

d) Provide support and troubleshooting for meeting room device issues.

4) Call Manager Integration:

a) Integrate Microsoft Teams with Call Manager systems.

b) Configure and manage call routing and connectivity between systems.

c) Ensure high availability and reliability of integrated voice services.

d) Troubleshoot and resolve integration issues.

5) VoIP and PSTN Services:

a) Manage VoIP and PSTN services within Microsoft Teams.

b) Configure and maintain VoIP and PSTN connectivity.

c) Ensure compliance with technical standards and regulatory requirements.

d) Troubleshoot and resolve VoIP and PSTN issues.

6) Email and Voice Security:

a) Implement and manage email and voice security measures.

b) Protect against email and voice threats and ensure data integrity.

c) Configure Advanced Threat Protection (ATP) policies for Exchange and Teams.

d) Conduct regular security assessments and vulnerability scans.

7) Compliance Management:

a) Ensure compliance with organizational and regulatory requirements.

b) Implement and manage retention policies, eDiscovery, and legal holds for email and voice communications.

c) Monitor and audit email and voice activities for compliance.

d) Develop and maintain data loss prevention (DLP) policies.

8) Automation and Scripting:

a) Develop and maintain PowerShell scripts to automate Exchange Online and Teams voice administrative tasks.

b) Enhance operational efficiency through automation.

c) Implement automated workflows for common tasks.

d) Maintain and update existing automation scripts.

9) User Support and Troubleshooting:

a) Provide expert support and troubleshooting for email and voice-related issues.

b) Ensure a seamless user experience.

c) Handle escalated support tickets related to Exchange Online and Teams voice.

d) Provide training and guidance to end-users on best practices.

10) Monitoring and Reporting:

a) Monitor the health and performance of the Exchange Online and Teams voice environments.

b) Generate reports and provide insights to improve email and voice services.

c) Use Exchange Admin Center, Teams Admin Center, and third-party tools for monitoring.

d) Analyze email and voice usage and performance data.

11) Continuous Improvement:

a) Stay up-to-date with the latest Exchange Online and Teams voice features and best practices.

b) Continuously improve email and voice services to meet organizational needs.

c) Participate in Microsoft 365 community forums and training.

d) Propose and implement new features and enhancements.

12) Voice Communication Standards:

a) Ensure compliance with industry standards for voice communication.

b) Implement best practices for VoIP and PSTN services.

c) Regularly review and update voice communication policies.

d) Stay informed about emerging voice communication technologies.

13) Disaster Recovery Planning:

a) Develop and implement disaster recovery and business continuity plans for email and voice services.

b) Ensure quick restoration of services in the event of an outage.

c) Conduct regular disaster recovery drills.

d) Maintain documentation of recovery procedures.

14) Collaboration with IT Teams:

a) Work closely with other IT teams to ensure cohesive communication strategies.

b) Collaborate on cross-functional projects and initiatives.

c) Provide expertise and support for email and voice-related projects.

d) Participate in IT forums and discussions.

15) Remote On-Call Duty

a) Execute On-call duty outside regular working hours, for maximum duration of 1 week per 4 month, to support urgent tickets when they are escalated to Level 2/3 support.

The contractor will be part of a team providing Technical Level 2 and 3 support, ensuring the secure, available, managed and compliant delivery of Public Cloud Services to NATO and its Strategic Commands.

The contractor will work primarily remotely, providing services during Core working hours of the Cloud Operations team (Brussels / BEL).

The above services will be provided in multiple sprints.

The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.

Each sprint is for a duration of 1 week.

The measurement of execution for this work is sprints, with each sprint planned for a duration of 1 week.

4 DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from the work on this statement of work:

4.1 2025 BASE: 01 January 2025 to 31 December 2025

Deliverable:  46 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the service.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.

4.2 2026 OPTION: 01 January 2026 to 31 December 2026:

Deliverable:  Up to 46 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the service.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.

4.3 2027 OPTION: 01 January 2027 to 31 December 2027:

Deliverable:  Up to 46 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the service.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.

4.4 The Purchaser (NCIA) reserves the right to exercise a number of options of one or more sprints based on the same scrum deliverables, at a later time, depending on the project priorities and requirements, at the following cost: for base year (2025) at the same cost, for outer years (2026 and 2027) the Price Adjustment Formula will be applied in accordance with paragraph 6.5 of the Framework Contract Special Provisions.

5 COORDINATION AND REPORTING

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 the Operation Managers / Team Leaders instructions.

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 written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint.

6 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The BASE period of performance is as soon as possible but not later than 20 th January 2025 and will end no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01 st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 01 st January 2027 to 31st December 2027.

7 CONSTRAINTS

The duties of the consultants require a valid NATO SECRET security clearance.

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.

8 PRACTICAL ARRANGEMENTS

The contractor will be required to work primarily remote as part of this engagement. The Cloud Operations Team is located in BRUSSELS / BEL and THE HAGUE / NLD, with working hours to be adjusted accordingly.

The contractor will be required to work within a NATO country, following the rules and regulations applicable for the operations of NATO CIS.

The contractor may be required to travel, not exceeding 1 week per month, to other NCI Agency locations as part of his role. The locations applicable for this engagement are limited to BRUSSELS / BEL and THE HAGUE / NLD. Travel arrangements 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.

This individual hired for this position will be part of the NCIA Cloud Operations Team. The contractor may be required to exercise on-call duty, outside regular working hours, for maximum duration of 1 week per 4 month, to resolve urgent tickets when they are escalated to CloudOps Center. On-call duty is held remotely.

9 QUALIFICATIONS

[See Requirements]

This role is critical for maintaining efficient IT support operations and ensuring users receive timely and effective assistance with their devices and Microsoft 365 services. As a Level 2/3 specialist, you will handle complex issues, support advanced configurations, and play a key role in strategic planning and implementation of email and voice solutions. If you are a motivated technician with strong problem-solving skills, full proficiency in English, and a passion for email and voice systems, we invite you to apply and join our dynamic team.

7 CONSTRAINTS

• The duties of the consultants require a valid NATO SECRET security clearance.

9 QUALIFICATIONS

The consultancy support for this work requires an experienced Cloud Engineer (Hybrid), Exchange and Voice Specialist with the following qualifications:

1) Exchange Online Proficiency:

• Advanced knowledge of Exchange Online administration and configuration.
• Experience managing email settings and policies.
• Proficiency in configuring mail flow rules and transport rules.
• Ability to troubleshoot and resolve email-related issues.

2) Teams Voice Services Management:

• Expertise in configuring and managing Microsoft Teams voice services.
• Experience with call routing, call quality management, and user settings.
• Proficiency in monitoring and optimizing Teams voice performance.
• Ability to troubleshoot and resolve Teams voice-related issues.

3) Meeting Room Devices Integration:

• Skilled in configuring and managing meeting room devices.
• Experience integrating meeting room devices with Microsoft Teams.
• Proficiency in monitoring and maintaining device performance.
• Ability to provide support and troubleshooting for meeting room device issues.

4) Call Manager Integration:

• Expertise in integrating Microsoft Teams with Call Manager systems.
• Experience configuring call routing and connectivity.
• Proficiency in ensuring high availability and reliability of integrated voice services.
• Ability to troubleshoot and resolve integration issues.

5) VoIP and PSTN Services:

• Advanced knowledge of VoIP and PSTN services within Microsoft Teams.
• Experience managing VoIP and PSTN connectivity.
• Proficiency in troubleshooting VoIP and PSTN issues.
• Knowledge of compliance with technical standards and regulatory requirements.

6) Email and Voice Security:

• Advanced knowledge of email and voice security measures.
• Experience with Advanced Threat Protection (ATP) policies.
• Proficiency in conducting security assessments and vulnerability scans.
• Ability to respond to and mitigate security incidents.

7) Compliance Management:

• Knowledge of compliance requirements and best practices for email and voice systems.
• Experience with retention policies, eDiscovery, and legal holds.
• Proficiency in monitoring and auditing activities for compliance.
• Ability to develop and maintain data loss prevention (DLP) policies.

8) Automation and Scripting:

• Proficient in writing and executing PowerShell scripts for automation.
• Ability to develop and maintain scripts for administrative tasks.
• Experience with automating common tasks and workflows.
• Knowledge of script debugging and error handling.

9) User Support and Troubleshooting:

• Strong problem-solving and troubleshooting skills for email and voice-related issues.
• Experience providing technical support and ensuring user satisfaction.
• Proficiency in handling escalated support tickets.
• Ability to provide training and guidance to end-users.

10) Monitoring and Reporting:

• Proficient in using monitoring tools to track system health and performance.
• Ability to generate reports and provide insights.
• Experience with Exchange Admin Center, Teams Admin Center, and third-party tools.
• Knowledge of analyzing usage and performance data.

11) Continuous Improvement:

• Commitment to staying current with Exchange Online and Teams voice features and best practices.
• Proactive in implementing improvements.
• Participation in Microsoft 365 community forums and training.
• Ability to propose and implement new features and enhancements.

12) Voice Communication Standards:

• Knowledge of industry standards for voice communication.
• Experience implementing best practices for VoIP and PSTN services.
• Ability to regularly review and update voice communication policies.
• Proficiency in staying informed about emerging voice communication technologies.

13) Disaster Recovery Planning:

• Experience developing and implementing disaster recovery plans for email and voice services.
• Ability to conduct regular disaster recovery drills.
• Knowledge of maintaining documentation of recovery procedures.
• Proficiency in ensuring quick restoration of services in the event of an outage.

14) Collaboration with IT Teams:

• Ability to work closely with other IT teams.
• Experience collaborating on cross-functional projects and initiatives.
• Skilled in providing expertise and support for email and voice-related projects.
• Proficiency in participating in IT forums and discussions.

15) Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.

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Apply for this job

Deadline Date: Wednesday 11 December 2024

Requirement: Cloud Engineer (Hybrid) Exchange and Voice Specialist

Location: Off-Site

Note:Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Period of Performance: BASE period: 20th January 2025 – 31st December 2025

• 2026 Option: 1st January 2026 until 31st December 2026

• 2027 Option: 1st January 2027 until 31st December 2027

Start date is as soon as possible but not later than 20th January 2025

Required Security Clearance: NATO SECRET

1 INTRODUCTION

Supporting NATO throughout all its geographical locations, the NCI Agency is looking for Cloud Engineer (Hybrid), Exchange and Voice Specialist, joining the journey of NATO’s modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services.

NCI Agency – Cloud Operations Team

The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO's strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security-by-design approach, and ensuring a seamless transition to a modern, collaborative workplace environment.

To achieve these goals, we are building a Cloud Operations team under the Cloud Center of Excellence, operating under the NATO Enterprise Cloud Operating Model (NECOM). The NECOM framework provides a standardized approach for cloud service management, ensuring interoperability, scalability, and security across NATO's IT infrastructure. The Cloud Center of Excellence will serve as a hub for best practices, innovation, and expertise, driving the adoption and optimization of cloud technologies within NATO. This team will play a crucial role in our journey towards providing managed, protected, and reliable End User Services.

Embracing the latest technological advancements, this initiative will foster innovation and ensure NATO remains at the cutting edge of IT capabilities. By continuously evolving and integrating new technologies, we aim to enhance operational efficiency and readiness for future challenges. This remote position offers an exciting opportunity to be at the forefront of NATO's technological evolution and contribute to the security and efficiency of our operations.

NCI Agency – Cloud Centre of Excellence (CCoE)

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud-based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking a highly skilled Cloud Engineer (Hybrid), Exchange and Voice Specialist to join our IT team. The M365 Exchange and Voice Specialist will be responsible for managing and optimizing our Exchange Online environment and voice communication systems, including Microsoft Teams, Meeting Room Devices, Call Manager integration, VoIP, and PSTN services.

This role involves configuring and maintaining Exchange Online settings, managing Teams voice services, integrating meeting room devices, and ensuring seamless voice communication across the organization. You will contribute to the seamless operation of our IT services by leveraging the full capabilities of Exchange Online and Microsoft Teams, ensuring that our communication infrastructure is secure, efficient, and compliant with NATO and National Security policies.

Your responsibilities will include configuring and managing Exchange Online settings and policies, managing mail flow and transport rules, and overseeing mailbox provisioning and de-provisioning. In addition, you will be responsible for configuring and managing Microsoft Teams voice services, including call routing, call quality management, and user settings. You will also handle the integration and maintenance of meeting room devices and ensure their seamless operation with Microsoft Teams.

The role also involves integrating Microsoft Teams with Call Manager systems, managing VoIP and PSTN services, and ensuring compliance with technical standards and regulatory requirements. You will implement and manage security measures for email and voice communications, conduct regular security assessments, and ensure compliance with organizational and regulatory requirements.

Furthermore, you will develop and maintain automation scripts to streamline administrative tasks, provide expert support and troubleshooting for email and voice-related issues, and monitor the health and performance of the Exchange Online and Teams voice environments. If you are a motivated specialist with a passion for email and voice systems, and possess strong problem-solving skills, we invite you to apply and join our dynamic team.

2 OBJECTIVES

The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.

The objective of this statement of work is to establish a support and operating model for End User Services operating in the Public Cloud, with a focus on Microsoft 365 services.

3 SCOPE OF WORK

Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the Cloud Engineer (Hybrid), Exchange and Voice Specialist will be supporting the following activities:

1) Exchange Online Administration:

a) Configure and manage Exchange Online settings and policies.

b) Ensure optimal performance and security of the email environment.

c) Manage mail flow rules and transport rules.

d) Oversee mailbox provisioning and deprovisioning.

2) Teams Voice Services Management:

a) Configure and manage Microsoft Teams voice services.

b) Implement and manage policies for call routing, call quality, and user settings.

c) Monitor and optimize Teams voice performance and reliability.

d) Troubleshoot and resolve Teams voice-related issues.

3) Meeting Room Devices Integration:

a) Configure and manage meeting room devices.

b) Ensure seamless integration of meeting room devices with Microsoft Teams.

c) Monitor and maintain the performance of meeting room devices.

d) Provide support and troubleshooting for meeting room device issues.

4) Call Manager Integration:

a) Integrate Microsoft Teams with Call Manager systems.

b) Configure and manage call routing and connectivity between systems.

c) Ensure high availability and reliability of integrated voice services.

d) Troubleshoot and resolve integration issues.

5) VoIP and PSTN Services:

a) Manage VoIP and PSTN services within Microsoft Teams.

b) Configure and maintain VoIP and PSTN connectivity.

c) Ensure compliance with technical standards and regulatory requirements.

d) Troubleshoot and resolve VoIP and PSTN issues.

6) Email and Voice Security:

a) Implement and manage email and voice security measures.

b) Protect against email and voice threats and ensure data integrity.

c) Configure Advanced Threat Protection (ATP) policies for Exchange and Teams.

d) Conduct regular security assessments and vulnerability scans.

7) Compliance Management:

a) Ensure compliance with organizational and regulatory requirements.

b) Implement and manage retention policies, eDiscovery, and legal holds for email and voice communications.

c) Monitor and audit email and voice activities for compliance.

d) Develop and maintain data loss prevention (DLP) policies.

8) Automation and Scripting:

a) Develop and maintain PowerShell scripts to automate Exchange Online and Teams voice administrative tasks.

b) Enhance operational efficiency through automation.

c) Implement automated workflows for common tasks.

d) Maintain and update existing automation scripts.

9) User Support and Troubleshooting:

a) Provide expert support and troubleshooting for email and voice-related issues.

b) Ensure a seamless user experience.

c) Handle escalated support tickets related to Exchange Online and Teams voice.

d) Provide training and guidance to end-users on best practices.

10) Monitoring and Reporting:

a) Monitor the health and performance of the Exchange Online and Teams voice environments.

b) Generate reports and provide insights to improve email and voice services.

c) Use Exchange Admin Center, Teams Admin Center, and third-party tools for monitoring.

d) Analyze email and voice usage and performance data.

11) Continuous Improvement:

a) Stay up-to-date with the latest Exchange Online and Teams voice features and best practices.

b) Continuously improve email and voice services to meet organizational needs.

c) Participate in Microsoft 365 community forums and training.

d) Propose and implement new features and enhancements.

12) Voice Communication Standards:

a) Ensure compliance with industry standards for voice communication.

b) Implement best practices for VoIP and PSTN services.

c) Regularly review and update voice communication policies.

d) Stay informed about emerging voice communication technologies.

13) Disaster Recovery Planning:

a) Develop and implement disaster recovery and business continuity plans for email and voice services.

b) Ensure quick restoration of services in the event of an outage.

c) Conduct regular disaster recovery drills.

d) Maintain documentation of recovery procedures.

14) Collaboration with IT Teams:

a) Work closely with other IT teams to ensure cohesive communication strategies.

b) Collaborate on cross-functional projects and initiatives.

c) Provide expertise and support for email and voice-related projects.

d) Participate in IT forums and discussions.

15) Remote On-Call Duty

a) Execute On-call duty outside regular working hours, for maximum duration of 1 week per 4 month, to support urgent tickets when they are escalated to Level 2/3 support.

The contractor will be part of a team providing Technical Level 2 and 3 support, ensuring the secure, available, managed and compliant delivery of Public Cloud Services to NATO and its Strategic Commands.

The contractor will work primarily remotely, providing services during Core working hours of the Cloud Operations team (Brussels / BEL).

The above services will be provided in multiple sprints.

The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.

Each sprint is for a duration of 1 week.

The measurement of execution for this work is sprints, with each sprint planned for a duration of 1 week.

4 DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from the work on this statement of work:

4.1 2025 BASE: 01 January 2025 to 31 December 2025

Deliverable:  46 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the service.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.

4.2 2026 OPTION: 01 January 2026 to 31 December 2026:

Deliverable:  Up to 46 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the service.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.

4.3 2027 OPTION: 01 January 2027 to 31 December 2027:

Deliverable:  Up to 46 Sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the service.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.

4.4 The Purchaser (NCIA) reserves the right to exercise a number of options of one or more sprints based on the same scrum deliverables, at a later time, depending on the project priorities and requirements, at the following cost: for base year (2025) at the same cost, for outer years (2026 and 2027) the Price Adjustment Formula will be applied in accordance with paragraph 6.5 of the Framework Contract Special Provisions.

5 COORDINATION AND REPORTING

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 the Operation Managers / Team Leaders instructions.

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 written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint.

6 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

The BASE period of performance is as soon as possible but not later than 20 th January 2025 and will end no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01 st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 01 st January 2027 to 31st December 2027.

7 CONSTRAINTS

The duties of the consultants require a valid NATO SECRET security clearance.

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.

8 PRACTICAL ARRANGEMENTS

The contractor will be required to work primarily remote as part of this engagement. The Cloud Operations Team is located in BRUSSELS / BEL and THE HAGUE / NLD, with working hours to be adjusted accordingly.

The contractor will be required to work within a NATO country, following the rules and regulations applicable for the operations of NATO CIS.

The contractor may be required to travel, not exceeding 1 week per month, to other NCI Agency locations as part of his role. The locations applicable for this engagement are limited to BRUSSELS / BEL and THE HAGUE / NLD. Travel arrangements 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.

This individual hired for this position will be part of the NCIA Cloud Operations Team. The contractor may be required to exercise on-call duty, outside regular working hours, for maximum duration of 1 week per 4 month, to resolve urgent tickets when they are escalated to CloudOps Center. On-call duty is held remotely.

9 QUALIFICATIONS

[See Requirements]

This role is critical for maintaining efficient IT support operations and ensuring users receive timely and effective assistance with their devices and Microsoft 365 services. As a Level 2/3 specialist, you will handle complex issues, support advanced configurations, and play a key role in strategic planning and implementation of email and voice solutions. If you are a motivated technician with strong problem-solving skills, full proficiency in English, and a passion for email and voice systems, we invite you to apply and join our dynamic team.

7 CONSTRAINTS

• The duties of the consultants require a valid NATO SECRET security clearance.

9 QUALIFICATIONS

The consultancy support for this work requires an experienced Cloud Engineer (Hybrid), Exchange and Voice Specialist with the following qualifications:

1) Exchange Online Proficiency:

• Advanced knowledge of Exchange Online administration and configuration.
• Experience managing email settings and policies.
• Proficiency in configuring mail flow rules and transport rules.
• Ability to troubleshoot and resolve email-related issues.

2) Teams Voice Services Management:

• Expertise in configuring and managing Microsoft Teams voice services.
• Experience with call routing, call quality management, and user settings.
• Proficiency in monitoring and optimizing Teams voice performance.
• Ability to troubleshoot and resolve Teams voice-related issues.

3) Meeting Room Devices Integration:

• Skilled in configuring and managing meeting room devices.
• Experience integrating meeting room devices with Microsoft Teams.
• Proficiency in monitoring and maintaining device performance.
• Ability to provide support and troubleshooting for meeting room device issues.

4) Call Manager Integration:

• Expertise in integrating Microsoft Teams with Call Manager systems.
• Experience configuring call routing and connectivity.
• Proficiency in ensuring high availability and reliability of integrated voice services.
• Ability to troubleshoot and resolve integration issues.

5) VoIP and PSTN Services:

• Advanced knowledge of VoIP and PSTN services within Microsoft Teams.
• Experience managing VoIP and PSTN connectivity.
• Proficiency in troubleshooting VoIP and PSTN issues.
• Knowledge of compliance with technical standards and regulatory requirements.

6) Email and Voice Security:

• Advanced knowledge of email and voice security measures.
• Experience with Advanced Threat Protection (ATP) policies.
• Proficiency in conducting security assessments and vulnerability scans.
• Ability to respond to and mitigate security incidents.

7) Compliance Management:

• Knowledge of compliance requirements and best practices for email and voice systems.
• Experience with retention policies, eDiscovery, and legal holds.
• Proficiency in monitoring and auditing activities for compliance.
• Ability to develop and maintain data loss prevention (DLP) policies.

8) Automation and Scripting:

• Proficient in writing and executing PowerShell scripts for automation.
• Ability to develop and maintain scripts for administrative tasks.
• Experience with automating common tasks and workflows.
• Knowledge of script debugging and error handling.

9) User Support and Troubleshooting:

• Strong problem-solving and troubleshooting skills for email and voice-related issues.
• Experience providing technical support and ensuring user satisfaction.
• Proficiency in handling escalated support tickets.
• Ability to provide training and guidance to end-users.

10) Monitoring and Reporting:

• Proficient in using monitoring tools to track system health and performance.
• Ability to generate reports and provide insights.
• Experience with Exchange Admin Center, Teams Admin Center, and third-party tools.
• Knowledge of analyzing usage and performance data.

11) Continuous Improvement:

• Commitment to staying current with Exchange Online and Teams voice features and best practices.
• Proactive in implementing improvements.
• Participation in Microsoft 365 community forums and training.
• Ability to propose and implement new features and enhancements.

12) Voice Communication Standards:

• Knowledge of industry standards for voice communication.
• Experience implementing best practices for VoIP and PSTN services.
• Ability to regularly review and update voice communication policies.
• Proficiency in staying informed about emerging voice communication technologies.

13) Disaster Recovery Planning:

• Experience developing and implementing disaster recovery plans for email and voice services.
• Ability to conduct regular disaster recovery drills.
• Knowledge of maintaining documentation of recovery procedures.
• Proficiency in ensuring quick restoration of services in the event of an outage.

14) Collaboration with IT Teams:

• Ability to work closely with other IT teams.
• Experience collaborating on cross-functional projects and initiatives.
• Skilled in providing expertise and support for email and voice-related projects.
• Proficiency in participating in IT forums and discussions.

15) Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.

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Deadline Date: Tuesday 10 December 2024

Requirement: Project Governance and Reporting Officer

Location: Off-Site

Note: Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Total Scope of the request (hours): 836

Required Start Date: 20 January 2025

End Contract Date:31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:  

The role will focus on the following key tasks:

Tailored Project Governance Framework - Development of a best-practice-based governance framework through analysing existing governance structures and implementing a tailored framework that integrates GoC, SSC and industry-leading practices (e.g. PRINCE2) to optimize project delivery, risk management, and stakeholder engagement.

Governance Process Documentation - Creation of comprehensive documentation of governance processes. This will entail production of a detailed, well-structured set of documents outlining the governance procedures, including project initiation, planning, execution, monitoring, and closure phases, along with risk management and escalation protocols.

Advanced Reporting Templates (Excel and Power BI) - Creation of customized reporting templates utilizing Excel, MS Office Toolset, and Power BI. Develop dynamic, interactive reporting templates that provide real-time insights into project progress, risks, and KPIs, incorporating advanced data visualization and analytics features aligned with best practices in project reporting.

Integration of Governance Processes with ServiceNow – Ensure seamless integration of tailored governance processes and reporting with ServiceNow, optimizing project tracking, portfolio management, and performance reporting through best-practice configurations and workflows.

Training and Knowledge Transfer - Development and execution of training programs. Provide tailored training sessions and user guides to ensure that NIMSC personnel can effectively operate within the new governance framework and utilize reporting tools. Training should follow best practices in learning and change management to ensure adoption

Specific Working Conditions: The role is based offsite, however travel to primary NCIA locations may be requested. In those cases, travel expenses will be costed and pre-approved by the NIMSC Head Portfolio Management Office as per the NATO travel regulations.

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Be fluent in English, and capable of producing technical documentation.
• Possess Change Management Expertise: Proven ability to facilitate change, including effective communication, training, and user adoption strategies.
• Possess master skills in Project Management and Reporting, including extensive experience in Project Management and Reporting with Government of Canada and, specifically, Shared Services Canada
• Demonstrate extensive experience in Project and Portfolio Change Management, and Organisational Business Impact.
• Have the ability to understand and influence requirements to positively impact the organisation.

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Deadline Date: Friday 29 November 2024

Requirement: LOGFAS Subject Matter Expert

Location: Off-Site

Note:Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Period of Performance: 2025 BASE period: January 2025 – July 2025

• 2025 Option: July – December 2025

• 2026 Option: 1st January 2026 until 31st December 2026

• 2027 Option: 1st January 2027 until 31st December 2027

Required Security Clearance: NATO Secret

1 INTRODUCTION

The NATO Information and Communication Agency (NCI Agency) located in Mons, Belgium, is currently involved in the development of new capabilities for NATO as well as in the support of existing capabilities. In the light of these activities, the C2 Centre is looking for an experienced Subject Matter Expert (SME) of the Logistics Functional Area Services (LOGFAS) suite of applications. This LOGFAS SME shall work remotely as part of an integrated team in activities such as testing of the application, updating documentation and supporting users in the acceptance testing.

2 SCOPE OF WORK

Under the direction of the NCI Agency team, the LOGFAS SME shall test and support LOGFAS software modules. This includes the following activities:

• Participate in daily status update meetings, sprint planning, sprint retrospectives and other meetings, in person via electronic means.

• Participate in requirements elicitation, analysis and design discussions.

• Support bug fixing and stability improvements.

• Create and run test cases.

• Create and update documentation.

• Support users in the acceptance testing.

• Support the operations and maintenance of LOGFAS.

• Investigate the best ways to solve problems, including documenting and presenting pros and cons to the team.

The work shall be carried out by remotely accessing the NCI Agency engineering facilities.

The contractor shall be part of a team (manager, technical lead, software developers, subject matter experts, etc.) and shall work using an Agile and iterative approach using multiple sprints.

Each sprint has a duration of ten (10) working days. The calendar duration of sprints can vary, for example because of holidays during a sprint, but the number of working days in each sprint is the same. The default calendar duration of sprints shall be agreed with the manager. For example, the default calendar duration could be agreed to be two weeks per sprint (‘full time’), or the default calendar duration could be agreed to be five weeks per sprint (‘part time’), etcetera.

The scope of each sprint shall be agreed with the manager and the technical lead during the sprint-planning meeting. At the end of each sprint, a detailed report of the activities conducted shall be submitted.

3 DELIVERABLES AND PAYMENT MILETONES

The following deliverables are expected in 2025 from the work on this statement of work:

01 Sprints for LOGFAS Subject Matter Expert

Quantity: 20

Payment Milestones: After Each Sprint Completion

Estimated Start Date: 1 Jan 2025

End Date: 31 Dec 2025

Each sprint has a duration of ten (10) working days. At the end of each sprint, a detailed report of the activities conducted shall be submitted.

The payment will be dependent upon successful acceptance of Annex B – Certificate of Acceptance, including the EBA Receipt number.

For 2025, 2026 and 2027 additional optional sprints may be requested under the same scope, conditions and constraints.

01 Sprints for LOGFAS Subject Matter Expert

Quantity: Up to 5

NTE Total Cost (€): 24,0Payment Milestones: After Each Sprint Completion

Estimated Start Date: July 2025

End Date: 31 Dec 2025

02 Sprints for LOGFAS Subject Matter Expert

Quantity: Up to 25

Payment Milestones: After Each Sprint Completion

Estimated Start Date: 1 Jan 2026

End Date: 31 Dec 2026

01 Sprints for LOGFAS Subject Matter Expert

Quantity: Up to 25

Payment Milestones: After Each Sprint Completion

Estimated Start Date: 1 Jan 2027

End Date: 31 Dec 2027

The NCI Agency team reserves the possibility to exercise a number of options, based on the same deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of Annex B – Certificate of Acceptance, including the EBA Receipt number.

4 COORDINATION AND REPORTING

The contractor shall provide services off-site.

The contractor shall participate remotely in daily status update meetings, sprint planning, sprint retrospectives and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to project manager’s instructions.

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 written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the project manager mentioning briefly the work held and the achievements during the sprint.

5 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

For 2025, services are expected to be provided from 1 January 2025 to 31 December 2025.

If the 2026 option is exercised, the period of performance will extend from 1 January 2026 to 31 December 2026.

Similarly, if the 2027 option is exercised, the period of performance will run from 1 January 2027 to 31 December 2027.

6 SECURITY

A NATO security clearance (NS) is REQUIRED.

7 CONSTRAINTS

All the documentation provided under this statement of work will be based on NCI Agency templates or agreed with project point of contact.

All documentation and work items will be stored under configuration management and/or in the provided NCI Agency tools.

8 PRACTICAL ARRANGEMENTS

The contractor may be required to travel to other sites within NATO for completing these tasks.

Travel arrangements 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.

The services provided under this SOW must be accomplished by ONE contractor.

9 QUALIFICATIONS

[See Requirements]

6 SECURITY

• A NATO security clearance (NS) is REQUIRED.

9 QUALIFICATIONS

This scope of this work requires a subject matter expert with the following qualifications:

• Expert knowledge, as well as a working knowledge of and practical experience with the complete LOGFAS software suite.
• Practical military experience of the Movement and Transportation planning and execution, and Logistics Reporting business processes and the LOGFAS software to cover the tasks list under these duties.
• Expert knowledge of the governing NATO Logistics policy, Allied doctrine and ACO directives and procedures as well as extensive operational experience in NATO logistic processes necessary to address end-user requirements.
• Good knowledge of the NATO's Comprehensive Approach described in the Comprehensive Operations Planning Directive (COPD), deep understanding of NATO operations planning and related processes, information exchange requirements and interoperability standards to promote collaboration and information sharing using LOGFAS.
• Experience with testing software using technologies and methods to support the full software lifecycle.
• Proven ability to integrate and work in a multinational team.
• The ability to conduct all work in fluent business English

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Deadline Date: Friday 29 November 2024

Requirement: LOGFAS Subject Matter Expert

Location: Off-Site

Note:Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Period of Performance: 2025 BASE period: January 2025 – April 2025

• 2025 Option: April – December 2025

• 2026 Option: 1st January 2026 until 31st December 2026

• 2027 Option: 1st January 2027 until 31st December 2027

Required Security Clearance: NATO Secret

1 INTRODUCTION

The NATO Information and Communication Agency (NCI Agency) located in Mons, Belgium, is currently involved in the development of new capabilities for NATO as well as in the support of existing capabilities. In the light of these activities, the C2 Centre is looking for an experienced Subject Matter Expert (SME) of the Logistics Functional Area Services (LOGFAS) suite of applications. This LOGFAS SME shall work remotely as part of an integrated team in activities such as testing of the application, updating documentation and supporting users in the acceptance testing.

2 SCOPE OF WORK

Under the direction of the NCI Agency team, the LOGFAS SME shall test and support LOGFAS software modules. This includes the following activities:

• Participate in daily status update meetings, sprint planning, sprint retrospectives and other meetings, in person via electronic means.

• Participate in requirements elicitation, analysis and design discussions.

• Support bug fixing and stability improvements.

• Create and run test cases.

• Create and update documentation.

• Support users in the acceptance testing.

• Support the operations and maintenance of LOGFAS.

• Investigate the best ways to solve problems, including documenting and presenting pros and cons to the team.

The work shall be carried out by remotely accessing the NCI Agency engineering facilities.

The contractor shall be part of a team (manager, technical lead, software developers, subject matter experts, etc.) and shall work using an Agile and iterative approach using multiple sprints.

Each sprint has a duration of ten (10) working days. The calendar duration of sprints can vary, for example because of holidays during a sprint, but the number of working days in each sprint is the same. The default calendar duration of sprints shall be agreed with the manager. For example, the default calendar duration could be agreed to be two weeks per sprint (‘full time’), or the default calendar duration could be agreed to be five weeks per sprint (‘part time’), etcetera.

The scope of each sprint shall be agreed with the manager and the technical lead during the sprint-planning meeting. At the end of each sprint, a detailed report of the activities conducted shall be submitted.

3 DELIVERABLES AND PAYMENT MILETONES

The following deliverables are expected in 2025 from the work on this statement of work:

01 Sprints for LOGFAS Subject Matter Expert

Quantity: 10

Payment Milestones: After Each Sprint Completion

Estimated Start Date: 1 Jan 2025

End Date: 31 Dec 2025

Each sprint has a duration of ten (10) working days. At the end of each sprint, a detailed report of the activities conducted shall be submitted.

The payment will be dependent upon successful acceptance of Annex B – Certificate of Acceptance, including the EBA Receipt number.

For 2025, 2026 and 2027 additional optional sprints may be requested under the same scope, conditions and constraints.

01 Sprints for LOGFAS Subject Matter Expert

Quantity: Up to 15

Payment Milestones: After Each Sprint Completion

Estimated Start Date: July 2025

End Date: 31 Dec 2025

02 Sprints for LOGFAS Subject Matter Expert

Quantity: Up to 25

Payment Milestones: After Each Sprint Completion

Estimated Start Date: 1 Jan 2026

End Date: 31 Dec 2026

01 Sprints for LOGFAS Subject Matter Expert

Quantity: Up to 25

Payment Milestones: After Each Sprint Completion

Estimated Start Date: 1 Jan 2027

End Date: 31 Dec 2027

The NCI Agency team reserves the possibility to exercise a number of options, based on the same deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of Annex B – Certificate of Acceptance, including the EBA Receipt number.

4 COORDINATION AND REPORTING

The contractor shall provide services off-site.

The contractor shall participate remotely in daily status update meetings, sprint planning, sprint retrospectives and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to project manager’s instructions.

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 written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the project manager mentioning briefly the work held and the achievements during the sprint.

5 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

For 2025, services are expected to be provided from 1 January 2025 to 31 December 2025.

If the 2026 option is exercised, the period of performance will extend from 1 January 2026 to 31 December 2026.

Similarly, if the 2027 option is exercised, the period of performance will run from 1 January 2027 to 31 December 2027.

6 SECURITY

A NATO security clearance (NS) is REQUIRED.

7 CONSTRAINTS

All the documentation provided under this statement of work will be based on NCI Agency templates or agreed with project point of contact.

All documentation and work items will be stored under configuration management and/or in the provided NCI Agency tools.

8 PRACTICAL ARRANGEMENTS

The contractor may be required to travel to other sites within NATO for completing these tasks.

Travel arrangements 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.

The services provided under this SOW must be accomplished by ONE contractor.

9 QUALIFICATIONS

[See Requirements]

6 SECURITY

• A NATO security clearance (NS) is REQUIRED.

9 QUALIFICATIONS

This scope of this work requires a subject matter expert with the following qualifications:

• Expert knowledge, as well as a working knowledge of and practical experience with the complete LOGFAS software suite.
• Practical military experience of the Movement and Transportation planning and execution, and Logistics Reporting business processes and the LOGFAS software to cover the tasks list under these duties.
• Expert knowledge of the governing NATO Logistics policy, Allied doctrine and ACO directives and procedures as well as extensive operational experience in NATO logistic processes necessary to address end-user requirements.
• Good knowledge of the NATO's Comprehensive Approach described in the Comprehensive Operations Planning Directive (COPD), deep understanding of NATO operations planning and related processes, information exchange requirements and interoperability standards to promote collaboration and information sharing using LOGFAS.
• Experience with testing software using technologies and methods to support the full software lifecycle.
• Proven ability to integrate and work in a multinational team.
• The ability to conduct all work in fluent business English

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Deadline Date:               Thursday 28 November 2024

Requirement Title:      SECURITY ACCREDITATION SUPPORT

Location:                         Brussels, Belgium                       

Full time on-site:           No (Hybrid)

Total Scope of the request (hours):     1672

Required Start Date:    02 January 2025

End Contract Date:       31 December 2025

Required Security Clearance:  NATO Secret

Duties and Role

The Cyber Threat Analysis Branch is responsible for providing evidence-based assessments of the cyber threat landscape to empower NATO stakeholders to make risk-informed decisions. The multidisciplinary team combines all-source data with cutting edge technologies to support and enhance the Alliance leaderships’ understanding on the nature of cyber competition and conflict. CTAB systematically identifies strategic patterns and trends in cyber space and generates tailored insights to support network defence and mission assurance with predictive analysis, cyber threat intelligence, and threat hunting.

The contractor will support the work of the OCIO and Cyber Threat Analysis Branch by supporting the security accreditation process for a cloud based environment, specifically focused on AWS (Amazon Web Services).

TASKS

To provide security accreditation support services, the contractor will work closely with the NATO Office of Security (NOS) and DevSecOps engineers to ensure that current and future improvements to the cloud environment are aligned with the security accreditation policies. The contractor will be responsible for drafting the necessary paperwork regarding processes, procedures, policies and governance. Specific tasks include:

2.1Make sure the necessary security controls are put in place in the following security control domains:

• Audit and Assurance

• Application and Interface Security,

• Business Continuity Management and Operations Resilience

• Business Continuity Management and Operations Resilience

• Change Control and Configuration Management

• Cryptography, Encryption and Key Management

• Data Centre Security, Data Security and Privacy Lifecycle Management

• Governance, Risk and Compliance

• Human Resources, Identity and Access Management

• Interoperability and Portability, Infrastructure and Virtualisation

• Logging and Monitoring, Security Incident Management, e-Discovery and Cloud Forensics

• Supply Chain Management, Transparency and Accountability

• Threat and Vulnerability Management, Universal Endpoint Management

Document how the security controls are put in place by drafting processes, procedures and policies. Work together with the engineers and developers to shape a clear picture of the cloud environment and how the team and tools interact with it. Cooperate with NOS to find the balance between security and usability.

o Measurement: Documentation in the form of procedures, policies and processes. Documentation should be of a standard that the work is easily understood and replicable.

2.2 Stakeholder Engagement:

• Collaborate with cross-functional teams, including IT, security, compliance, and management, to gather information, address concerns, and ensure alignment throughout the accreditation process.

• Serve as a subject matter expert on cloud accreditation, providing guidance and support to stakeholders.

• Participate in meetings, workshops, and presentations to communicate accreditation requirements, progress, and recommendations to stakeholders at various levels.

o Measurement: Excellent cooperation and visibility between involved teams at any point during the project. Constant engagement and interaction without being prompted.

2.3 Accreditation Process Management:

• Develop and implement an accreditation calendar with specific steps that need to be followed in accordance with NATO’s cloud directives. Plan, support, monitor and track the progress of accreditation activities, ensuring adherence to timelines and milestones. Periodically report the progress to stakeholders

o Measurement: Planning documents with clear milestones and timelines. Adherence to reasonable milestones and time tables.

LOCATION

The work is to be executed mostly remotely, but it is required to be at least one day per week on-site at the NATO HQ offices in Brussels, Belgium.

TIMELINES

The services are to be provided starting 02 January 2025 to 31 December 2025

SPECIFIC WORKING CONDITIONS

Secure environment with standard working hours, with the exception of working in non-standard working hours up to 360 hours annually.

In addition, it may exceptionally be required to work non-standard hours in support of a major Cyber Incident, or on a shift system for a limited period of time due to urgent operational needs.

TRAVEL

No travel is required.

SECURITY AND NON-DISCLOSURE AGREEMENT

The contracted individual must be in possession or capable of possessing a security clearance of NATO Secret.

A signed Non-Disclosure Agreement will be required.

• A university degree from a nationally recognised/certified University in a technical subject with substantial Information Technology (IT) content and 3 years of specific experience. Exceptionally, the lack of a university degree may be compensated by the demonstration of a contractor’s particular abilities or experience that is/are of interest to the OCIO; that is, at least 5 years extensive and progressive expertise in the tasks related to the function of the security accreditation support.
• NATO Secret security clearance

Mandatory

Expert level in at least three of the following areas and a high level of experience in the other areas:

• Experience in setting up AWS cloud environments.
• Experience in Linux system engineering and network engineering.
• Experience in security architecture.
• Demonstrate expertise in AWS-specific accreditation requirements, such as AWS Well-Architected Framework, AWS Security Best Practices, and AWS Compliance Programs.
• Strong knowledge of cloud security best practices, industry standards, and regulatory compliance frameworks (e.g., PIC-DSS, ISO 27001, SOC 1, SOC 2).

Desirable

• Experience with Docker and Serverless in a secure environment.
• Experience with security accreditation processes.
• Experience in the Cyber Threat Intelligence and Research domain.
• Knowledge of NATO Security Policy and supporting directives.
• Prior experience of working in an international environment comprising both military and civilian elements.
• Knowledge of NATO responsibilities and organization.

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• Full stack web development for Publication Tracking Software (PTS) a suite of products including websites PTS, Pubs Online, and MEO Online.
• Database management
• Developing, testing, and documenting software and user manuals
• PTS customer support (telephone and email)

Required Skills:

• Experience in C#, .NET, ASP, AJAX, HTML, CSS, SQL
• Familiarity with build tools, such as Visual Studio and code management tools such as Git

Desired Technical Experience:

• Azure DevOps experience.
• Entity Framework, .NET Core, MVC, XML
• Telerik Web UI, Telerik Reports.
• Excellent written and verbal communication skills.
• Able to work independently and collaboratively with limited supervision

Security Clearance:

• SECRET- Interim required to start work

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