2025-0272 L2 Support for IEMS Service Desk and Helpdesk (NS) - THU 4 Sep

Deadline Date: Thursday 4 September 2025

Requirement: L2 Support for IEMS Service Desk and Helpdesk

Location: Mons BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible but not later than 06th October 2025 31st December 2025 with the possibility to exercise following options:

2026 option 1: 01st January 2026 31st December 2026

2027 option 2: 01st January 2027 31st December 2027

2028 option 3: 01st January 2028 31st December 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

The NCI Agency (hereafter referred to as the Purchaser) is seeking an L2 Support for IEMS Support Engineer (Service Desk and Helpdesk) to provide ongoing support for the NBAC Business Area for the Integrated Engineering Management System (IEMS) Application Service. This role will focus on ensuring continued L2 support for existing applications while also offering expert guidance and consultation on other Business Applications when required.

2 OBJECTIVES

This statement of work covers the functions of L1 Support for IEMS Service Desk and Helpdesk for the Service Support and Business Applications Team as detailed in the Scope of Work section below.

The selected resource to provide services under this SOW will report periodically to the local NCIA Service Delivery Manager on the progress of the work.

3 SCOPE OF WORK

Under the direction / guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner the following activities will be supported:

1) End-User Support:

a) Provide second level support for end-user queries.

b) Troubleshoot and resolve software issues ensuring minimal disruption to users.

c) Troubleshoot and resolve software problems ensuring efficient use and problem resolution.

2) Incident Logging and Tracking:

a) Log and track support incidents using the helpdesk ticketing system.

b) Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

3) Escalation:

a) Escalate complex issues to Level 3 support or appropriate teams when necessary.

b) Follow up on escalated issues to ensure timely resolution and user satisfaction.

4) Knowledge Base Management:

a) Contribute to the creation and maintenance of a knowledge base documenting common issues and solutions.

b) Share knowledge and best practices with team members to improve overall service quality.

5) User Education:

a) Provide users with guidance and training on best practices for using IEMS.

b) Promote self-service tools and resources to empower users and reduce support requests.

6) Technical:

a) Installation and configuration of server operating systems.

b) Configuration and administration of web and database servers.

c) Service monitoring and reporting.

d) Contributing to disaster recovery planning process.

e) Maintaining system documentation.

f) ORACLE DATABASE and ORACLE APPLICATION SERVER (OAS) management in production and test environment:

application installation configuration and testing

hardening database and application servers

installation configuration and updating development and management tools

data dictionary management (relational integrity)

management of user accounts and access rights

daily service monitoring: accessibility disk space allocation processes status etc.

tracking ORACLE bugs via My Oracle Support

maintaining design and system documentation.

7) Communication and Collaboration:

a) Communicate effectively with users to understand their issues and provide clear instructions.

b) Collaborate with IT teams to resolve issues and improve service delivery.

We envision the above activities to be delivered by one Support Engineer (L2 Support) that will be part of a team providing Technical Level 1 and Level 2 support and overall IEMS support to SHAPE.

The services related to the activities above will be delivered in Sprints and each sprint will have the duration of 5 working days. The contractor will provide support during weekdays following standard business hours.

4 SPRINTS PLANNING EXECUTION REVIEW AND PAYMENT:

Due to the AGILE approach of this project there is a need to define a set of specific arrangements between the NCIA and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning execution and review processes which are detailed below:

1. Sprint Planning:

Objective: Plan the objectives for the upcoming sprint.

Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractors manpower to meet the agreed deliverables.

Set sprint goals: Define clear achievable goals for the sprint and associated acceptance criteria including specific delivery targets Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.

Agree on the required level of effort for the various sprint tasks.

Backlog Review: Review and prioritise the backlog of tasks issues and improvements from previous sprints.

Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 5.

2. Sprint Execution:

Objective: Contractor to execute the agreed sprint plans with continuous monitoring and adjustments.

Regular meetings between NCIA and the contractor to review sprint progress address issues and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office.

Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.

Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.

Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.

3. Sprint Review:

Objective: Review the sprint performance and identify areas for improvement.

At the end of each sprint there will be a meeting between the NCIA and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals agreed quality criteria and Key Performance Indicators (KPIs).

Define specific actions to address issues and enhance the next sprint.

4. Sprint Payment:

At the end of the month for the completed and accepted sprints within the month (max 4 sprints) the contractor must report the outcome of their service during the sprint first verbally during the retrospective sprint review meeting and then in writing within five days after the 4th sprints end date.

A report must be sent by email to the NCIA service manager listing all the service achieved against the agreed tasking list set for the sprint.

The contractors payment for each set of 4 sprints will be depending upon the achievement of agreed Acceptance Criteria for each task defined at the sprint planning stage. This will include specific delivery targets quality standards as well as Key Performance Indicators (KPIs) for each task.

The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) (Annex B)

Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) (Annex B) signed by the Contractor and project authority.

If the contractor fails to meet the agreed Acceptance criteria for any task the NCIA reserves the right to withhold payment for that task/sprint.

5 DELIVERABLES AND PAYMENT MILESTONES

The following are expected from this statement of work:

1) Complete the activities/tasks agreed in each spring meeting as per sections 2 and 3 above.

2) Produce sprint completion reports (format: e-mail update) which include details of activities performed and the list of the deliverables of the week.

3) The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops events and conferences related to the supported services as requested by the service delivery manager.

4) Payment Schedule will be monthly for the completed and accepted sprints within the month. Upon completion and validation of each sprint following the acceptance of the sprint report.

5) The Purchaser (NCIA) reserves the right to exercise a number of options of one or more sprints based on the same 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 following years (2026-2028) the Price Adjustment Formula will be applied in accordance with paragraph 6.5 of the Framework Contract Special Provisions.

6) The payment shall be dependent upon successful acceptance of the sprint report and the delivery acceptance sheet (DAS) (ANNEX B).

7) Invoices shall be accompanied with a delivery acceptance sheet (DAS) (ANNEX B) signed by the contractor and the NCIA POC

2025 BASE: PERIOD OF PERFORMANCE 06th October 2025 to 31 December 2025

Deliverable: Up to 12 sprints x 1 week support (Number of sprints is estimated and will be adjusted based on actual starting date.)

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2026 Option 1: 01 January 2026 to 31 December 2026

Deliverable: Up to 12 sprints x 1 week support

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2027 Option 1: 01 January 2027 to 31 December 2027

Deliverable: Up to 12 sprints x 1 week support

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2028 Option 1: 01 January 2028 to 31 December 2028

Deliverable: Up to 12 sprints x 1 week support

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

6 COORDINATION AND REPORTING

The contractors personnel 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 Service Delivery Manager / Team Leaders instructions.

At the end of the project the Contractor shall provide a Project Closure Report that is summarizing the activities during the period of performance at high level.

The contractor must conduct the following reviews:

A daily touch point between NCIA POC and the contractors POC to ensure service is on track

Draft versions of the reports where the suppliers POC presents the draft report to the customer with the opportunity for the customer to provide feedback and implement uplifts.

Final versions of the reports where the incumbent presents and delivers the final report to the customer.

7 SCHEDULE

It is expected the service starts as soon as possible but no later than 6th October 2025 and ending no later than 31 December 2025.

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

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

If the 2028 option is exercised the period of performance is 01 January 2028 to 31 December 2028

8 CONSTRAINTS

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

All code scripts documentation etc. will be stored under configuration management and/or in the provided NCI Agency tools.

9 SECURITY

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.

10 PRACTICAL ARRANGEMENTS

Place of Performance: The contractor shall support the NCIA on-site Mons (SHAPE) Belgium premises during contract performance.

Hours of Operation: The service will be conducted during normal office hours (Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30) following the Mons (SHAPE) calendar.

Contractor Furnished Services: Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.

NCIA Furnished Property and Services: Access to relevant networks and environments will be provided by NCIA Service is to be performed on the NCI Agency network(s) and appropriate hardware and connectivity will be provided by the NCI Agency for the duration of this contract and is to be returned upon completion of the contract.

Travel: Travel costs from off-site of Contractor location to on-site to Mons Belgium shall be included in the sprint costs. Other Travel will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price.

Other: The service depicted in this SOW is expected to be carried by a SINGLE RESOURCE.

11 QUALIFICATIONS

See Requirements

11 QUALIFICATIONS

The support activities require an experienced (5 years experience) Support Engineer (L2 Support) with the following qualifications:

1) Technical Proficiency:

• Intermediate understanding of end-user devices (desktops laptops tablets smartphones) running Windows OS and Apple iPhones/iPads.
• Expert knowledge of Oracle databases 11g and 12c
• Familiarity with Microsoft services and tools including Outlook Teams SharePoint Online and OneDrive for Business.
• Advanced knowledge of Veeam backup and VMware.
• Knowledge and experience with practical application of SHAPE standard operating procedures and the ADP security rules laid down by SHAPE.
• Recent experience in the analysis design modelling and development of large-scale distributed software-intensive transaction processing systems (like management information stock management etc).
• Intensive and up to date knowledge of Data Base Management Systems (ORACLE) database programming techniques and data management concepts.
• Advanced knowledge of bar code system programming.
• Intermediate understanding and knowledge of JAVA

2) Problem-Solving Skills:

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

3) Communication and Interpersonal Skills:

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

4) Customer Service Orientation:

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

5) Organizational Skills:

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

6) Team Collaboration:

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

7) Others:

• The candidate has strong customer relationship skills including negotiating complex and sensitive situations under pressure.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent.

This role is critical for maintaining efficient IT support operations ensuring users receive timely and effective assistance with IEMS Applications services.

The proposed person to deliver these services should be a motivated engineer with strong problem-solving skills full proficiency in English and a passion for customer service.