NSATU Cyber Boundary Protection Level 3 Support

Wiesbaden, Germany Deadline: 24-11-2026 Geplaatst: 10-11-2026 #17935

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.
  • NCIA shall provide access to necessary tools, data, and NATO networks, subject to applicable Agency policies, security authorisation, and coordination requirements.
  • The Contractor shall be prepared to undertake travel in support of the services, which may include, but is not limited to, NSATU functional locations and NCIA locations in Belgium and the Netherlands.
  • The Contractor shall submit invoices on a monthly basis in arrears.
  • In the event that assigned personnel become unavailable during the Period of Performance, the Contractor shall propose a suitable replacement candidate and ensure seamless continuity of the services at no additional cost, including the provision of appropriate knowledge transfer.
  • The Contractor shall ensure an orderly handover of services both in the case of personnel replacement and at the conclusion of the Period of Performance.

Requirement

  • Assigned personnel shall have a minimum of three (3) years of relevant professional experience in firewall administration and network security, and shall demonstrate qualifications in the following areas.
  • Assigned personnel shall have a minimum of three (3) years of relevant professional experience in firewall administration and network security, and shall demonstrate qualifications in the following areas: PaloAlto Networks Certified Network Security Engineer (PCNSE) or equivalent qualification.
  • Assigned personnel shall have a minimum of three (3) years of relevant professional experience in firewall administration and network security, and shall demonstrate qualifications in the following areas: CompTIA Security (pre 2020- Code SY0-601. Post 2020 Code SY0-701).
  • In-depth knowledge of PaloAlto firewall configuration, management, and troubleshooting.
  • Understanding of networking protocols and security principles.
  • In-depth knowledge of network infrastructure and architecture.
  • Experience with security policy design and implementation.
  • In-depth knowledge of VPN technologies and configurations.
  • In-depth knowledge of scripting and automation skills.
  • Performance of the services requires a valid NATO COSMIC TOP SECRET.
  • Shall be able to listen, speak, read and write in English to or above the NATO SLP 3333 (= good/minimum professional) in accordance with STANAG 6001.
  • Proven English language ability to communicate effectively, both orally and in writing, including the ability to deliver clear briefings and articulate complex technical matters;
  • Strong interpersonal skills, with the ability to work effectively in multinational and multidisciplinary environments;
  • Ability to work autonomously with minimal supervision, while contributing effectively as part of a team;
  • Strong analytical and problem-solving capabilities, with a results-oriented approach;
  • Demonstrated ability to interact with users, stakeholders, and technical teams in a professional and collaborative manner;
  • High level of motivation, adaptability, and professional integrity;
  • In depth practical understanding of NATO Command structures, roles, and organizational context
  • In depth practical Knowledge of NATO Enterprise Architecture and DCIS services, covering OSI Layers 1-7

Preferences

  • It is Desirable that Personnel have the following qualifications and have at least three (3) years of experience in the following areas: PaloAlto Networks Certified Network Security Administrator (PCNSA).
  • It is Desirable that Personnel have the following qualifications and have at least three (3) years of experience in the following areas: Certified Information Systems Security Professional (CISSP).
  • It is Desirable that Personnel have the following qualifications and have at least three (3) years of experience in the following areas: Cisco Certified Network Associate (CCNA) - (Code 200-301)..

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