2025-0127 CIS Network Administration LAN Services NS - WED 23 Apr

Deadline Date: Wednesday 23 April 2025

Requirement: Provision of CIS Network Administration (LAN) Services

Location: Bydgoszcz PL

Full Time OnSite: Yes

Time OnSite: 100

Period of Performance: 2025 BASE: 26th of May 2025 31st December 2025 with possibility to exercise the following options:

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

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

2028 Option: 1st January 2028 until 31st December 2028

Start date: As soon as possible but no later than 26th of May 2025

Required Security Clearance: NATO SECRET

1. PURPOSE

The purpose of this Statement of Work (SoW) is to describe the Provision of CIS network administration (LAN) Services required by the Purchaser.

The NATO Communications and Information Agency (NCIA further referred to as Purchaser) is seeking a qualified Service provider to provide efficient and effective network administration services (further referred to as the Service).

2. BACKGROUND

The Directorate of CIS Support Units (DCSU) is responsible to manage deliver and maintain assigned Communications and Information System (CIS) products and services for the Agencys customers including NATO Headquarters (NHQ) the NATO Command Structure (NCS) NATO Force Structure (NFS) Nations and internal Agency users. DCSU provides liaison planning and coordinating functions for Alliance Missions Operations and Exercises. Services are delivered in coordination with the Enterprise Service Operations Centre (ESOC) and Agency Service Lines/Service Centres under the Enterprise Service Delivery Model (ESDM).

NCIA CIS Support Unit (CSU) located in Bydgoszcz (POL) enables endtoend CIS services as it installs operates maintains and supports the full range of CIS capabilities during peacetime crisis and war throughout its allocated Area of Responsibility (AOR) and as otherwise directed. CSU Bydgoszcz supports the CIS planning and of Joint Force Training Centre (JFTC) Programme of Work training events for up to hundreds of NATO participants.

Service Operations Branch (SOB) is the local technology and infrastructure engineering think tank under the direct guidance of the CSU Bydgoszcz Commander. SOB is responsible for the installation operation and maintenance of all communication and information systems including NATO owned ICT infrastructure datacenter environment and communication facilities supporting the Information Exchange Requirements (IER) of JFTC customers as agreed by SLAs. It executes all ICTbased projects by implementing changes to the infrastructure and configuration maintaining the project documentation mitigating risks and integrating all crossfunctional technical areas. SOB supports the lifecycle of the ICT infrastructure ensuring that all hardware assets underpinning agreements and funds are properly managed. It delivers inputs and technical advice to all business processes including Training Events planning ICT purchase process Change and Configuration Management. The branch provides expertise in ICT experimentation and integration of the ICT innovations especially within the NATO EETE discipline. The team supports the local Incident / Problem Management process including Level 12 support and overall troubleshooting of all ICT resources. Service Operations Branch runs JFTC IT infrastructure providing all ICT services supporting various NATO Exercises in accordance with training and mission requirements. SO Branch supports directly delivery of ICT resources and services as the cloud computing environment the pillar for future Connected Forced Initiative (CFI). Service Operations team is heavily involved in local onsite support during Exercises and running the local datacenter.

The Technical Management Section is responsible for all system administration hardware and software support setting up servers and subsequent system upgrades for servers and workstations.

Reconfiguration of all ICT networks as required by various Training Events. The Team applies security policies to all ICT networks either on server or connectivity layer as well as maintains links around the facility. Configuration Management team administers and customizes all operating systems SAN cabling hubs switches routers and patch panels. Teams area of responsibility covers local datacenter as well as distributed training locations. On the top of it the team contributes to the Configuration Management process for the local hardware and software assets. The Section is responsible for installation operations and maintenance of all telecommunication systems within JFTC.

3. OBJECTIVES

CIS network administration service delivers technical expertise and takes responsibility for the assigned networking devices and routine operation and maintenance of common LAN services over the NATO classified and unclassified domains as well as ensures physical and electronic security of the systems. Service provides Level 1 and Level 2 support to users community.

With this SoW the Purchaser aims to achieve the following objectives:

1: Efficient Incident Management

Ensure timely resolution of incidents meeting SLAdefined response times.

Reduce recurring technical issues through effective troubleshooting and root cause analysis.

2: Optimized Network Performance

Maintain and improve network stability through proactive administration and maintenance.

Minimize network downtime through preventive measures and timely interventions.

3: Improved Documentation & Reporting

Ensure uptodate and accurate documentation of network configurations and issues.

Provide actionable reports and proposals to enhance service delivery.

Support Section Head with datadriven insights and operational recommendations.

4: Effective Asset & Configuration Management

Ensure compliance with NATO policies for asset and configuration management.

Maintain accurate inventory and configuration records for all networkrelated assets.

To achieve these objectives the Purchaser is looking for 1 (one) qualified CIS network administration technician.

During performance of the contract the Contractor personnel will act as part of the Purchasers Technical Management section within Service Operations Branch structure(s).

4. SCOPE OF WORK AND ASSOCIATED DELIVERABLES

Considering the extended period of and the evolution of the project schedules the of the work in this SoW is measured in sprints where each sprint is defined as deliverables produced by one contractor planned for a duration of one calendar month. The detailed tasks in each sprint will be determined at the start of each sprint during a springplanning meeting by the Purchasers authorized point of contact following the Scope of Work defined herein and project milestones and schedule and documented in writing.

The SoW covers the following service tasks:

1. Incident Resolution:

In line with the current Service Level Agreement (SLA) carrying out timely allocation of resources and coordination of the response in the resolution of incidents while providing advice on the investigation and diagnosis of problems working with users other staff and suppliers as appropriate. Managing any problems will need to done in accordance with agreed NCIA standards and procedures.

2. Network Administration:

Ensuring that the daytoday Network Administration of the Hardware (HW) and Software (SW) of the currently fielded LAN services and other locally installed COTS hardware are running well and according to SLA principles

3. Troubleshooting:

Leading troubleshooting efforts on assigned equipment; while providing technical advice and guidance to other staff and to subordinate technicians of the cell of the CSU on all aspects of systems supported by the cell.

4. Documentation:

Preparation and maintenance of operational documentation for networks configuration and providing advice on the correct and effective use of networking services

Preparation storing and maintenance of all technical and service oriented documentation pertaining to assigned systems interconnections supporting cable plant as well as staff duties & roles.

5. Reporting and Proposals:

Creation of reports and proposals for improvement as requested

Periodic reporting on Configuration Control data to relevant sections in a timely manner

6. Provision of support to Section Head in the following areas:

Development of technical input for future project planning

Development of troubleshooting SOPs and development of the Disaster Recovery/Business Continuity Plans

of the local Disaster Recovery/Business Continuity Plans.

Preventative Maintenance Plans:

of assigned preventive maintenance plans

Service Asset and Configuration Management:

Adherence to local Service Asset and Configuration Management procedures.

5. DELIVERABLES AND PAYMENT

The following deliverables are expected:

The Contractor shall complete all tasks agreed upon during each sprint planning meeting in accordance with the objectives and tasks outlined in Sections 3 and 4 of this SOW.

The Contractor shall provide a Sprint Completion Report at the conclusion of each sprint. The report shall be submitted via email and must include a summary of activities performed during the sprint.

Payment shall be made at the end of each sprint upon the successful completion and acceptance of the Sprint Completion Report. The report shall be submitted within five 5 working days following the end of the sprint.

The payment shall be dependent upon successful acceptance of the Sprint Completion Report and the Delivery Acceptance Sheet (DAS) (Annex B).

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and the NCIA POC.

5.1. BASE 2025: PERIOD OF PERFORMANCE 07 APRIL 2025 31 DECEMBER 2025

Deliverable: Up to 8 sprints of CIS network administration (LAN) Services

Payment Milestones: Upon completion of each sprint and at the end of the work. Completion of each milestone shall be accompanied by a Delivery Acceptance Sheet (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

6. SCHEDULE

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

The period of performance is from 26 th of May 2025 until 31 December 2025.

The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in CO115786AAS Special Provisions article 6.5.:

Option 2026 up to 12 sprints with period of performance from 01 January 2026 until 31 December 2026;

Option 2027 up to 12 sprints with period of performance from 01 January 2027 until 31 December 2027;

Option 2028 up to 12 sprints with period of performance from 01 January 2028 until 31 December 2028.

7. PRACTICAL ARRANGEMENTS

7.1. PLACE OF PERFORMANCE

The deliverables will be produced onsite at Purchasers premises in Bydgoszcz Poland.

The working environment is a typical office working environment designated as Class II or Class I security area.

7.2. WORKING HOURS

The Contractor staff is expected to follow the Purchasers working hours7:30 15:30 (Monday Friday) and observe Purchasers official holidays. The Purchasers official holidays may differ from the public holidays in the Host Nation. Occasionally support is required over weekend (max. 10 days per year).

7.3. TRAVEL

For this request there are no TDY requirements envisioned. Occasional commuting between 2 sites located at Bydgoszcz 3 km distance) might be required.

In the exceptional event that travel to other locations is required the following clause shall apply:

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.

PURCHASER FURNISHED EQUIPMENT (PFE)

Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks IT systems and tools.

The Contractor staff shall follow Purchases policies procedures and take due care of the Purchaser furnished equipment.

7.4. MEETINGS

The Contractors personnel shall participate at no additional cost at a minimum to the following meetings:

7.4.1. Sprint planning and retrospective meetings

The meeting is focused on planning the project tasks and typically take place virtually on the Purchasers own network.

8. REPORTING

At the end of each sprint the Contractor shall report the completion and achievements to the Purchaser point of contact via email for the resource providing services under this SoW.

At the end of each sprint the Contractor shall deliver Delivery Acceptance Sheet (Annex B) for Purchaser approval and signature for the resource providing services under this SoW.

8.1. QUALITY ASSURANCE CHECK

8.1.1 The deliverables shall be produced within the sprint as requested and be of satisfactory quality to avoid rework ensure the achievement of the objectives and sprintspecific tasks.

9. REQUIREMENTS

9.1. GENERAL REQUIREMENTS

9.1.1 The Contractors personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.

9.1.2 The Contractors personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.

9.1.3 The Contractors personnel shall be courteous and professional in dealing with NATO and Purchasers staff.

9.1.4 The Contractors personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.

9.1.5 The Contractor shall handle the Purchasers furnished equipment (PFE) with due care.

9.1.6 The Contractor shall operate the equipment following the manufacturers requirements.

9.1.7 The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the of the work.

9.1.8 The Contractors personnel will report to and receive guidance from Purchaser Point of Contact onsite and respective project manager.

9.1.9 The Contractors personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.

9.1.10 The Contractors personnel shall liaise with other Purchasers teams as necessary.

9.2. CONSTRAINTS

9.2.1 All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchasers Point of contact.

9.2.2 All materials documentation etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.

9.3. SPECIFIC REQUIREMENTS

See Requirements

10. GOVERNANCE

10.1. PURCHASERS KEY ROLES

The following personnel is considered Key personnel in the context of this SoW:

CSU Bydgoszcz Head Technical Management Section the person responsible for the delivery of datacentre backend services (to include the networking infrastructure) and being the line manager for all LAN administration personnel on site.

CSU Bydgoszcz Branch Head Service Operations the person responsible for overall CIS services provision and technical lead for the of local projects.

CSU Bydgoszcz Commander local NCIA chief responsible for all operations in respective area of responsibility.

Section Head of Technical Management is the Purchasers designated representative to sign the acceptance documents under this SoW.

10.2. ESCALATION

For matters related to this SoW except contractual matters the Contractor shall follow the escalation procedures as follows:

The first point of contact is the Purchasers Head Technical Management Section.

The first escalation point is the Purchasers Branch Head Service Operations.

The second escalation point is the Purchasers CSU Bydgoszcz Commander.

The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Senior Project Manager.

9.3. SPECIFIC REQUIREMENTS

To efficiently and effectively deliver the Service the Contractor personnel shall possess qualifications and skills in the following areas:

• Language: Both oral and written communication in this job are conducted in English. The consultants shall be fluent in English corresponding to standard 3333 (listening speaking reading and writing).
• Higher vocational training in a relevant discipline with at least 3 years postrelated experience;
• Or a secondary educational qualification with at least 5 years postrelated experience;
• Extensive relevant experience in the following IT areas; LAN WAN WIFI technology;
• Indepth knowledge in network management monitoring and statistics tools;
• Broad and sound technical knowledge of IT Systems;
• Practical experience in diagnosing deficiencies in networks and associated equipment (switch router firewall access point WIFI controller);
• Indepth knowledge and understanding of Layer2 networks including Ethernet STP VLANs.
• Indepth knowledge and understanding of Layer3 networks including IP OSPF and MPLS;
• Experience with Cisco HP and Juniper routers switches and firewalls;
• Knowledge of other related protocols and solutions: DNS AD DHCP QoS SNMP VPN VRRP;
• Knowledge of cabling media industry standards and associated interfaces;
• Experience in design build and implementation of wireless networks;
• CISCO certifications CCNA Certification ITIL Foundation certification;
• General experience in the following areas: System Administration of MS Windows Server Active Directory MS Exchange Server; VMware products and virtualization;
• A currently active NATO SECRET security clearance