2024-0131 CFBLNet Network Ops Center Service Desk (CTS) - FRI 5 Sep RELAUNCH
2024-0131 CFBLNet Network Ops Center Service Desk (CTS) - FRI 5 Sep RELAUNCH
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Job Description
Deadline Date: Friday 5 September 2025
Requirement: CFBLNet Network Operation Centre Service Desk service team member 1st line
Location: The Hague NL
Full Time On-Site: Yes
Period of Performance: 2025 BASE: Contract period shall not start later than 13th October 2025 until 31 December 2025 with the possibility to exercise following options:
2026 Option: 1 January until 31 December 2026
2027 Option: 1 January until 31 December 2027
2028 Option: 1 January until 31 December 2028
Required Security Clearance: NATO COSMIC TOP SECRET
1 INTRODUCTION
The NATO Information and Communication Agency (NCI Agency) located in The Hague The Netherlands is providing the European and NATO CFBLNet NOC/PoP for European nations and NATO.
In the light of these activities the CFBLNet Service is looking for an experienced Network Operation Centre Service Desk service team member 1st line.
More specifically the work will be manning as part of a team the CFBLNet services desk and support roll out of and maintenance support of NATO CFBLNet Sites.
2 SCOPE OF WORK
Under the direction of the NCIA CFBLNet Service team the 1 st line CFBLNet network service desk support service will support CFBLNet locations services by European and NATO CFBLNet NOC/PoP. This includes the following activities:
Deliver 1 st line support service in the CFBLNet Network Operation Centre Service Desk during business hours and CFBLNet schedule initiative hours. Business days/hours means NCIA The Hague the Netherlands working days Monday through Friday daily from 9:0017:00 (CET/CEST)
Exceptionally during Initiatives the daily service desk manning hours can shift front or backward as required. This is typically planned four weeks in advance. When these are outside business days these will be compensated in duration during following business days. If this occurs deliverable price remains unchanged.
Key performance indicators:
Initial response time during scheduled initiatives hours: Initiative hours/days: response within 15 minutes of an acknowledged reported service interruption and services desk call.
Initial response time during business hours though outside scheduled initiatives hours: Initiative hours/days: response within 30 minutes of an acknowledged reported service interruption and services desk call.
Support roll out and maintenance support of NATO CFBLNet Sites.
Develop and operate the CFBLNet for NATO and related reference system in support of NATO organisational and national services subscribers.
Support bug fixing and stability improvements.
Create and update documentation.
Investigate which are the best ways to solve a certain problem documenting and presenting their pros and cons to the team.
The services will be delivered at the NCIA CFBLNet facilities The Hague NLD.
The contractor will be part of a team (Service manager technical lead CFBLNet services team etc.) and will deliver service using Kanban teams. The execution of the service in this SoW is measured in cycle where one person planned for a duration of 5 working days defines each cycle as deliverables produced. The content and scope of each cycle will be agreed with the Services manager and the technical lead during the planning meeting.
The content and scope of each cycle will be agreed during the cycleplanning meetings as covered in this section 3.
3 CYCLES PLANNING EXECUTION REVIEW AND PAYMENT
Due to the nature of the service the deliverables will be provided for each cycle as well as their associated acceptance criteria at the beginning of the cycle. This includes cycle planning execution and review processes which are detailed below:
3.1 Cycle Planning:
Objective: Plan the objectives for the upcoming cycle
Kickoff meeting: Conduct a weekly meeting with the contractors personnel to plan the objectives of upcoming cycles and review contractors manpower to meet the agreed deliverables.
Set cycle goals: Define clear achievable goals for the cycle and associated acceptance criteria including specific delivery targets quality criteria and Key Performance Indicators (KPIs) for each task to be recorded in the cycle Kanban record.
Agree on the required deliverables for each cycle.
Backlog Review: Review and prioritise the backlog of tasks issues and improvements from previous cycles.
Assess each payment milestone cycle duration of one calendar week. State of completion and validation of each cycle status and sign off cycles to be submitted for payment as covered in Section 4.
3.2 Cycle Execution
Objective: Contractors personnel to execute the agreed cycle plans with continuous monitoring and adjustments.
Regular meetings between NCIA and the Contractors personnel to review cycle progress address issues and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office.
Continuous improvement: Contractors personnel 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: Contractors personnel to use a shared dashboard or tool to track the status of the cycle deliveries and any issues.
Quality Assurance/Quality Check: Contractors personnel shall ensure that the quality standards agreed for the cycle deliverables are maintained throughout the cycle.
Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.
3.3 Cycle Review
Objective: Review the cycle performance and identify areas for improvement.
At the end of each cycle there will be a meeting between the NCIA and the Contractors personnel to review the outcomes against the acceptance criteria comprising cycle goals agreed quality criteria and Key Performance Indicators (KPIs).
Define specific actions to address issues and enhance the next cycle.
3.4 Cycle Payment
Payment Schedule will be monthly for the completed and accepted cycles within the month.
For each 4 (four) cycles to be considered as complete and payable the Contractors personnel must report the outcome of their service during the cycle first verbally during the retrospective cycle review meeting and then in writing within three (3) days after the 4th cycles 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 cycle.
The contractors payment will be depending upon the achievement of agreed Acceptance Criteria for each task defined at the cycle 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 A)
Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) (Annex A) signed by the Contractors personnel and project authority.
If the Contractors personnel fails to meet the agreed Acceptance criteria for any task the NCIA reserves the right to withhold payment for that task/cycle. The daily activities represent 20% of the total NTE cycle cost.
4 DELIVERABLES AND PAYMENT MILESTONES
The following deliverables are expected from the work on this statement of work:
1) Complete the activities/tasks agreed in each cycle meeting as per sections 2 and 3 above.
2) Produce cycle completion reports (format: email update and Kanban update) which include details of activities performed and the list of the activities conducted of the week.
3) The contractor will participate in the biweekly reporting and planning activities 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 according to the payment milestones upon completion of the respective cycle. Upon completion and validation of each cycle and at the end of the monthly milestone following the acceptance of the cycle report.
5) The Purchaser (NCIA) reserves the right to exercise a number of options of one or more cycle 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 () 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 cycle report and the Delivery Acceptance Sheet (DAS) (annex B).
7) Invoices shall be accompanied with a Delivery Acceptance Sheet (annex B) signed by the contractor and the NCIA POC
2025 BASE: 13th October 2025 to 31 December 2025
Deliverable 01: CFBLNet Network Operation Centre Service Desk manning cycle
Payment Milestones: Monthly payment for the completed and accepted Cycles within the month. Completion of each cycle shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor
and 2028 OPTION: 01 January to 31 December
Deliverable 01: Up to 44 CFBLNet Network Operation Centre Service Desk manning cycles
Cost Ceiling: Price per cycle will be determined by applying the price adjustment formula as outlined in CO 115786AAS Special Provisions article 6.5.
Payment Milestones: Monthly payment for the completed and accepted Cycles within the month. Completion of each cycle shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor
5 COORDINATION AND REPORTING
The contractor shall participate in daily and weekly status update meetings cycle planning and other meetings in person according to Services managers instructions.
For each cycle to be considered as complete and payable:
1. the contractor must report the progress of his/her work and any impediments during the cycle weekly meetings;
2. the contractor should report verbally the work completed during the cycle review;
3. the contractor shall send within three (3) days after the cycles end date a written report. The format of this report shall be a short email to the Service manager with the cycle Delivery Acceptance Sheet (DAS) mentioning briefly the work held and the achievements during the cycle. The DAS needs to be signed by both parties and submitted with the invoice.
6 SCHEDULE
This task order will be active immediately after signing of the contract by both parties.
The 2025 BASE period of performance is as soon as possible but not later than 13th October 2025 and will end no later than 31st 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
7 SECURITY
The security classification of the work will be up to NATO Cosmic Top Secret.
8 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 services desk records will be stored under the respective CFBLNet configuration management and/or in the provided NCI Agency tools.
9 PRACTICAL ARRANGEMENTS
9.1. Place of Performance: The contractor will deliver services through NCIA AAS Framework contract (CO115786AAS) for NCIA in The Hague the Netherlands.
9.2. Hours of Operation: NCIA Recognised Business hours/Holidays: Duty location official holiday schedule applies and will be provided to the contractor.
NCIA Hours of Operations: Monday to Thursdayand Friday(CET)
9.3. Other: These services must be delivered by ONE contractor.
10 QUALIFICATIONS
See Requirements
Requirements
10 QUALIFICATIONS
The consultancy support for this work requires a Network Operation Centre Service Desk service team member with the following qualifications:
- A currently active NATO COSMIC TOP SECRET security clearance.
- More than 3 years experience working in IT Customer Support Centre
- More than 3 years excellent working knowledge of networking protocols and technologies including Ethernet LAN WAN & Security
- Ethernet: Excellent understanding of VLANs Spanning Tree
- LAN: Excellent understanding of DHCP NAT OSPF HSRP/VRRP HA technologies
- WAN: Excellent understanding of Metro Ethernet MPLS BGP QoS
- Multicast: Understanding and experience troubleshooting Multicast in WAN-LAN
- Security: Strong understanding of policy based firewalls content filtering Intrusion Prevention Systems network monitoring systems IPSEC and PKI
- Troubleshooting: Ability to analyze logs and diagnose network issues
- Work experience in roles requiring the ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
- More than 3 years strong working knowledge of Infrastructure including virtualization Cisco equipment VMWare ESX
- More than 3 years good working knowledge for system administration on Windows and/or Linux
- Ability to develop and maintain clear and concise technical documentation including procedures.
- Demonstrable ability to work autonomously and proactively and to follow internal processes
Desired qualifications:
- Relevant Cisco VMWare ITIL Foundation certification
Nice to have:
- Practical skills in writing scripts to support repetitive tasks automation (Terraform Bash Python or Ansible)
- Current knowledge of DevOps principles
- Familiarity with VMWare NSX-T
- Experience working with software defined networking solutions
- Familiar with cloud infrastructure of Azure and/or AWS
Relevant soft skills:
- Very good communication skills both spoken and written in English.
- Team player always willing to help others and to share knowledge.
- Good collaboration skills with the ability to work in a multinational and diverse team
- Growth mind set always wanting to improve and to learn.
Employment Type
Contract
