NSATU Cyber Boundary Protection Level 3 Support

Duties

• 3rd Level Technical Support: Supporting the delivery of advanced (3rd level) technical support for NSATU NATO CIS Services and architecture and IT/Data Management Services, ensuring service availability is maintained in accordance with defined targets.
• Fault Diagnosis and Troubleshooting: Supporting fault diagnosis activities using the IT and Data Management Services Management System, including both local and remote diagnostic capabilities.
• Firewall and Infrastructure Maintenance: Supporting the supervision and execution of routine maintenance activities for NGFW infrastructure, management systems, and associated components.
• Firewall Configuration and Policy Management: Supporting the implementation, modification, and validation of firewall rulesets and security policies, ensuring that all configuration changes are properly assessed, documented, approved, and implemented in accordance with NATO processes and cyber security requirements.
• System Documentation Management: Supporting the maintenance and updating of system documentation to reflect changes, configurations, and operational procedures.
• Backup and Restore Operations: Supporting the execution and validation of backup and restore procedures for IT and Data Management Services devices.
• Remote Support Capabilities: Supporting remote fault diagnosis and intervention activities as required to ensure service continuity.
• Stakeholder Coordination: Supporting collaboration with internal and external stakeholders to ensure effective coordination of support, maintenance, and service activities.
• Process Execution (ITSM): Supporting the execution of: Incident Management; Change Management; Release Management.
• The Contractor shall produce monthly Service Performance Reports, including, as a minimum: KPI performance (MTTI, MTTR, MRT); Incident summaries and analysis (P1–P4), including volume, classification, and resolution status; Service availability across NGFW and related service domains; Major incidents and outages, including impact assessment; Root cause analysis for critical incidents (P1/P2); Preventive and corrective actions implemented or planned; Change and maintenance activities performed during the reporting period; Identified risks and associated mitigation measures; Recommendations for service optimisation and improvement.
• For high-priority incidents, the Contractor shall provide: Initial notification; Regular status updates; Post-Incident Reports including root cause analysis and corrective actions.
• The Contractor shall provide: KPI measurement data and supporting evidence; Identification of KPI breaches; Calculation of applicable service credits.
• If applicable, the Contractor shall provide dashboards showing: Service status and availability; Active incidents; Performance trends.
• The Contractor shall ensure that all reports are completed and submitted no later than the fifth (5th) working day following the end of the respective reporting period, unless otherwise agreed.
• The Contractor shall establish and operate a structured Governance Model to ensure effective oversight, control, and continuous improvement of the services delivered under this Statement of Work.
• Operational Level (Day-to-Day engineering Management) activities include: Incident review and coordination; Change and release planning; Operational issue tracking.
• The Contractor shall: Identify opportunities for service optimisation and efficiency improvements; Propose and track corrective and preventive actions; Monitor trends and recurring issues to drive long-term improvements.
• All improvement actions shall be: Documented; Reviewed during governance meetings; Tracked to completion.
• The primary place of performance shall be the premises of NSATU Headquarters in Wiesbaden, Germany.
• The services shall be performed during standard working hours from Monday to Friday, 08:00 to 18:00.

… lees de volledige omschrijving bij NCIM Groep.