Support NIRIS Level 3 service and interoperability test activities

Essential Qualifications/Experience:

·       At least 15 years of professional experience in the technical support, deployment, or operation of distributed software systems in an operational environment

·       At least 10 years of experience with enterprise server hardware and associated infrastructure, including installation, configuration, maintenance, and troubleshooting of Oracle and/or HPE server platforms. Experience with secure information exchange technologies, including Data Diodes or comparable unidirectional gateway solutions, is required

·       At least 10 years of experience providing Level 2 or Level 3 support, including incident and problem management within a formal IT service management process

·       At least 10 years of experience in the installation, configuration, and upgrade of software systems on Linux and Windows operating systems, including troubleshooting of operating system, network, and performance related issues

·       At least 15 years of experience in interoperability and data exchange standards, particularly within defense, NATO, or comparable operational C2 environments

·       At least 10 years of practical experience with Tactical Data Links and military data exchange protocols, including Link 16, JREAP, and OTH-Gold, covering their configuration, integration, operation, troubleshooting, and use within operational C2 environments

·       At least 10 years of experience in supporting or executing interoperability test events, including test planning, test execution, results analysis, and reporting

·       Experience with virtualization (e.g. ESXi) and containerization technologies (e.g. Docker), including deploying Linux-based VMs and containers

·       Experience with scripting and automation in support of deployment, configuration, or diagnostic activities

·       Experience in analyzing application and system logs to isolate faults in near real-time or data-intensive systems

·       Experience in the preparation and delivery of technical training, workshops, or briefings to operational or technical audiences

·       Proven ability to communicate effectively in English, both orally and in writing, in a clear, structured, and professional manner

·       Familiarity with secure working practices and working within controlled or regulated environments

·       Willingness and availability to travel to NATO and national sites as required by the services described in this SOW

·       The contractor personnel must be a national of a NATO member nation

DUTIES/ROLE:

·       Provide Level 3 technical support for NIRIS deployments at NATO and national sites, including installation, upgrade, configuration, and post-deployment verification

·       Provide escalation support to Level 1 and Level 2 support functions and resolve escalated NIRIS incidents and problems

·       Perform incident and problem management activities in the agreed IT service management environment, including analysis, diagnosis, resolution, and root cause identification

·       Prepare, verify, and validate NIRIS software versions in representative environments prior to on-site deployment activities

·       Plan, coordinate, execute, and report NIRIS participation in NATO interoperability test events and campaigns

·       Act as test director for assigned interoperability test areas, including the preparation and execution of test plans and test serials

·       Analyze interoperability issues affecting NIRIS-supported standards and interfaces, and raise, track, and document them through the agreed tooling

·       Deliver on-site NIRIS installation, enablement, training, and workshop support to new and existing NIRIS sites and partners

·       Support security accreditation and user acceptance testing activities as directed by the NCIA POC

·       Produce and maintain the support, test, and deployment documentation required to sustain the services described in this Statement of Work