EMW Braine-l’Alleud, Walloon Region, Belgium
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Bidding Instructions - Technical Proposal:
Bidders shall submit a proposal clearly providing the following information:
* CVs of the assigned individual(s) for the project. Each CV shall contain accurate contact details for reference person(s) for each of the listed professional experiences relevant to this Statement of Work.
* The CVs shall clearly distinguish if the proposal is for Key Personnel or not.
* The Service provider shall select one of the proposed locations as primary location where the services will be delivered.
Deadline Date: Wednesday 2 April 2025
Requirement: Specialized VDI Engineering Support
Location: Braine-l'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: 2025 BASE: As soon as possible not later than 1st May 2025 (tentative) - 31st December 2025 with possibility to exercise the following options:
* 2026 Option: 1st January 2026 until 31st December 2026
* 2027 Option: 1st January 2027 until 31st December 2027
* 2028 Option: 1st January 2028 until 31st December 2028
Required Security Clearance: NATO SECRET
PURPOSE
The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking support by a qualified Service provider in the field of specialized VDI (Virtual Desktop Infrastructure) Engineering services (further referred to as the Service) focused on architecture, design, implementation, integration and upgrade of VDI commercial technologies augmenting the capabilities of the Purchaser.
BACKGROUND
NATO Digital Workplace Centre (NDWC), as part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.
Personal Workspace service area delivers the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
* Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
* Work stream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
The services integrate with other services such as print/scan/copy, voice, video-teleconference (VTC), collaboration portals and enable NATO-specific functional applications higher up the software stack.
Through several on-going streams of work in Q4/2024 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.
OBJECTIVES
With this SoW, the Purchaser aims to achieve the following objectives:
* Leverage industry expertise and best practices in installation, configuration, monitoring, optimisation and daily operation of commercial off the shelf (COTS) technologies and software, namely Omnissa Horizon.
* Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements.
* Improve the fault tolerance and disaster recovery of the IT systems thus enhancing the overall business continuity.
* Improve the maturity of the IT Operations by standardizing and optimizing activities, creating and documenting procedures.
To achieve these objectives, the Purchaser is looking for specialized VDI Engineering support services. The Purchaser works in an agile way with specific activities and tasks delivered in sprints. It is up to the Service Provider to define the number of individuals delivering the services, taking into account the constraints mentioned in section 8.
SCOPE OF WORK, DELIVERABLES AND PAYMENT MILESTONES
Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO, the provision of the services included in this SoW is measured in sprints, where each sprint is defined as deliverables produced by one person planned for a duration of one calendar week. The detailed tasks in each sprint will be determined at the start of each sprint by the Purchaser's authorized point of contact following the Scope of Work defined herein, and documented in writing.
SCOPE OF WORK
The SoW covers the following activities and tasks:
4.1. Installation, configuration, administration and monitoring of VDI infrastructure based on Dell end user devices and Omnissa (former VMware) Horizon technologies
* Perform daily administration, troubleshooting and monitoring of VDI infrastructure instances including underlying virtual, application delivery and profile infrastructure.
* Conduct installation, upgrade and configuration of existing and new VDI instances including associated virtual and application.
* Monitor the performance, troubleshoot and continuously optimize the existing VDI setup including so called master or "golden" images. Responsible for design, implementation and management of end-to-end VDI servers.
* Ensure VDI image, back-end and thin clients are kept updated with security fixes and maintenance updates.
* Continuously monitor the environment to ensure it is always available.
* Ensure all tasks are automated as much as possible so there is minimal overhead to the system.
* Ensure all applications not in the baseline are packaged correctly for the VDI environment.
* Ensure all components of the system have sufficient licenses.
4.2. Ensure healthy and functional end user computing environment
* Review, troubleshoot and ensure compliance with security policies and functional requirements of the VDI setup and associated enabling technologies (Active Directory).
* Work on and resolve problem requests.
4.3. Enhance business continuity by improving the fault tolerance and disaster recovery
* Propose design, implement, test and maintain fault tolerance and disaster recovery of the complete VDI stack including virtual infrastructure, VDI, application and user profile layers.
4.4. Improve the maturity of the IT Operations
* Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the VDI setup.
* Develop, disseminate and improve instructions for Level 1 and Level 2 technicians.
* Perform on the job trainings as needed to team members, Level 1 and Level 2 technicians.
DELIVERABLES AND PAYMENT MILESTONES
The payment shall be dependent upon successful acceptance of the Certificate of Acceptance - (Annex A). Invoices shall be accompanied with a Certificate of Acceptance (Annex A), signed by the Service provider and the Purchaser authorized point of contact.
The Purchaser (NCIA) reserves the right to exercise a number of options of one or more sprints based on the same scrum deliverables, at a later time, depending on the project priorities and requirements, at the following cost: for base year (2025) at the same cost, for outer years (2026-2028) the Price Adjustment Formula will be applied in accordance with paragraph 6.5 of the Framework Contract Special Provisions.
GENERAL REQUIREMENTS
The Service provider shall manage and be responsible for all Service provider personnel.
The Service provider's personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
The Service provider's personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
The Service provider's personnel shall be courteous and professional in dealing with NATO and Purchaser's staff.
The Service provider's personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
The Service provider shall strive to lower the rotation of personnel and maintain the same individuals working under this SoW.
The Service provider shall seek Purchaser's approval prior to appointing new personnel to work under this Statement of Work.
SPECIFIC REQUIREMENTS
To efficiently and effectively deliver the Service, each of the Service provider personnel shall possess at a minimum qualifications and skills in the following areas:
* Three years experience with Group Policy Management (GPOs): Assisting in the creation, modification, and maintenance of Group Policies to enforce settings across user devices.
* Three years experience with Application COTS Troubleshooting: Ability to diagnose issues related to COTS applications, proficiency in installing and configuring, integration with existing system, ensuring seamless operations. Ability to diagnose latency, connectivity, and application performance issues.
* Three years experience with Windows Server troubleshooting: Problem solving, strong knowledge of windows 10 & 11 OS, Diagnose and resolve technical issues, support software and hardware related problems. Deep understanding of Windows Server (2016/2019/2022).
* Seven years experience with VMware AppVolume: Management and deployment of AppVolumes, troubleshooting, and updates. Strong skills in VMware vSphere / ESXi.
* Seven years experience with VMware Horizon: Setup, configuration, and management of Horizon VDI environments.
* Three years experience with VMware vSphere: Managing virtual machines, ESXi hosts, and vCenter operations.
* Two years experience with VMware DEM/UEM: User environment management, personalization, and policy enforcement. Expertise in FSLogix, Citrix Profile Management, and UEM.
* Two years experience FSLogix: Profile management, troubleshooting logon issues, and optimization.
* Three years experience with Master Image (VDI-MDT): Creating, maintaining, and optimizing VDI master images using MDT.
* Three years experience with Optimization / Monitoring / Performance: Performance tuning, monitoring VDI environments, proactive troubleshooting. Experience automating VDI provisioning, patching, and user management. Experience optimizing IOPS, latency, and deduplication for VDI performance. Strong grasp of protocols (RDP, PCoIP, Blast Extreme, ICA).
* Two years experience with PowerShell: Create, document, implement and troubleshoot scripts written in PowerShell. Proficiency in PowerShell, Python, Bash, or Ansible for automation.
* Experience with one or several of the following technologies / products: App Volumes, ThinApp, App-V, MSIX App Attach. Familiarity with vRealize Operations (vROps), LoginVSI or ControlUp.
Note: Due to recent change of branding from VMware to Omnissa, the use of the words "VMware" and "Omnissa" in the description of the technologies are considered equal.
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