2025-0147 L3 Application Support (COTS & Cloud Tec

Job Specifications

Deadline Date: Wednesday 21 May 2025

Requirement: L3 Application Support (COTS & Cloud Technologies)

Location: Braine-l'Alleud, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible but not later than 2nd July 2025 - 31st December 2025, with the possibility to exercise following options:

2026 option 1: 01st January 2026 - 31st December 2026

2027 option 2: 01st January 2027 - 31st December 2027

2028 option 3: 01st January 2028 - 31st December 2028

2029 option 4: 01st January 2029 - 31st December 2029

Required Security Clearance: NATO SECRET

1 INTRODUCTION

The NCI Agency (hereafter referred to as the "Purchaser") is seeking an L3 Application Support Engineer (COTS & Cloud Technologies) to provide ongoing support for the NBAC Business Area during the migration of on-premise applications to the cloud. This role will focus on ensuring continued L3 support for existing COTS applications while also offering expert guidance and consultation on cloud migration efforts when required.

2 OBJECTIVES

This Statement of Work aims to enhance the support model for NBAC-delivered services, focusing on maintaining existing on-premise COTS applications while providing support during the assessment and migration to cloud infrastructure.

The ideal candidate should have:

Expertise in COTS application deployment and support
Strong background in cloud technologies (Azure/AWS)
Proven experience in configuring and supporting Atlassian Jira Service Management, with a solid understanding of other Atlassian products
Strong analytical, problem-solving, and organizational skills
The ability to document processes and provide training on tools and best practices

3 SCOPE OF WORK

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

Atlassian Products configuration and automation (on-prem or private cloud)
Design, implement, and manage Atlassian products on Azure private cloud as well as on-prem. Jira Service Management (JSM) and Jira Software (JS) are the main products
Ensure seamless integration with internal and external applications and systems
Containerization and Kubernetes
Design, implement, and manage Kubernetes environment that run in private cloud environments
Cloud Configuration (Azure, AWS)
Configure CI/CD Pipelines
Manage EntraID Groups and Roles
Manage and configure different Cloud components
COTS End-User Support:
Provide third-level support for end-user queries
Troubleshoot and resolve software issues, ensuring minimal disruption to users
Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution
Incident Logging and Tracking:
Log and track support incidents using the helpdesk ticketing system
Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels
Escalation:
Escalate complex issues to vendor support or appropriate teams when necessary
Follow up on escalated issues to ensure timely resolution and user satisfaction
Knowledge Base Management:
Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions
Share knowledge and best practices with team members to improve overall service quality
Technical:
Controlling, managing and providing access to the restricted areas managed by the business area
Ensuring the proper functionality and security of software and hardware managed by the NBAC
Monitoring COTS Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications
Providing support to NBAC team for security approval and accreditation of software applications and CIS
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
Communication and Collaboration:
Communicate effectively with users to understand their issues and provide clear instructions
Collaborate with IT teams to resolve issues and improve service delivery

We envision the above activities to be delivered by one resource/contractor that will be part of a team providing Technical Level 3 support to COTS Applications users.

The contractor will support in-person and on-call during core working hours (0800 - 1200 and 1300 - 1700).

The measurement of execution for this work is sprints, with each sprint being planned for a duration of 2 weeks.

Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCIA and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:

Sprint Planning:

Objective: Plan the objectives for the upcoming sprint.

Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of pcoming sprints and review contractor`s manpower to meet the agreed deliverables.

Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.

Agree on the required level of effort for the various sprint tasks.

Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.

Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.

Sprint Execution

Objective: Contractor to execute the agreed "sprint plans" with continuous monitoring and adjustments.

Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office.

Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.

Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.

Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.

Sprint Review

Objective: Review the sprint performance and identify areas for improvement.

At the end of each sprint, there will be a meeting between the NCIA and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agre...

About the Company

EMW was founded in 1995 by engineers and managers who formerly held senior positions in well known telecommunications and information technology companies to pursue their vision for this new company. Our core business is providing information and communication technology services in the areas of planning, engineering and implementation; project and program management; systems integration; operations and maintenance; and training. Our competencies range over all aspects of inside and outside plant; feeder, access and inter-o... Know more