C004297 L3 Application Support (NS) - MON 21 Jul

Deadline Date : Monday 21 July 2025

Requirement : L3 Application Support

Location : Braine-l'Alleud, BE

Full Time On-Site : Yes

Time On-Site : 100%

Total Scope of the request (hours) : 770

Required Start Date : 25 August 2025

End Contract Date : 31 December 2025

Required Security Clearance : NATO SECRET

Duties and Role :

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

1) Containerization and Kubernetes

a) Implement and manage Kubernetes environment that run in private cloud environments

2) Cloud Configuration (Azure, AWS)

a) Configure CI / CD Pipelines

b) Manage EntraID Groups and Roles

c) Manage and configure different Cloud components

3) COTS End-User Support :

a) Provide third-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 of resources and problem resolution.

4) 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.

5) Escalation :

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

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

6) 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.

7) Technical :

a) Controlling, managing and providing access to the restricted areas managed by the business area.

b) Ensuring the proper functionality and security of software and hardware managed by the NBAC.

c) Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications.

d) Providing support to NBAC team for security approval and accreditation of software applications and CIS.

e) Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.

8) 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

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 Service Delivery Manager / 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.

The contractor will be required to provide services 100% on-site at Braine l'Alleud, Belgium.

Teleworking (working from own location in the country of the duty station) to support service delivery can also be arranged with the line manager's coordination and approval.

The work will be conducted during normal office hours following the Braine l'Alleud calendar, as well as outside office hours and on weekends, if necessary.

NCI Agency in Braine l'Alleud Recognized Business hours / Holidays : NCI Agency in Braine l'Alleud official holiday schedule applies and will be provided to the contractor.

NCI Agency in Braine L'Alleud Operations : Monday to Thursday 0830 – 1730 and Friday 0830 – 1530 (CET)

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

The work depicted in this SOW is expected to be carried by a SINGLE RESOURCE.

Work 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.

There may be requirements to travel to other sites within NATO for completing these tasks for periods not exceeding 2 weeks.

Travel expenses are out of scope and will be borne by the NCI Agency separately in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

Requirements

Skill, Knowledge & Experience :

• The candidate must have a currently active NATO SECRET security clearance

The consultancy support for this work requires an experienced Service Engineer (L3 Support) with the following qualifications :

1) Technical Proficiency :

2) Problem-Solving Skills :

3) Communication and Interpersonal Skills :

4) Customer Service Orientation :

5) Organizational Skills :

6) Team Collaboration :

7) Others :