2025 - 0272 L2 Support For IEMS Service Desk And Helpdesk (NS) WED 15 Oct Relaunch

L2 Support For Iems Support Engineer (Service Desk And Helpdesk)

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.

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.

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.

The contractor's 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.

It is expected the service starts as soon as possible but no later than 24 November 2025 and ending no later than 31 December 2025.

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.

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.

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.

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