Required Security Clearance:
NATO SECRET
INTRODUCTION
Background
The NCI Agency has been established with a view to meeting the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defense functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange.
The NATO Communications and Information Agency (NCI Agency) is dedicated to acquiring, deploying, and defending communication systems for NATO's political decision-makers and Commands. It operates on the frontlines against cyber-attacks, collaborating closely with governments and industry to prevent future debilitating attacks. The NCI Agency plays a crucial role in maintaining NATO's technological edge and ensuring the collective defense and crisis management capabilities of the Alliance. In pursuit of our mission, we require specialized advisory services to enhance our interim workforce capacity.
Introduction
NIMSC SATCOM Business Unit provides NATO and its Partners with scalable, protected, secure, reliable, and integrated SATCOM Services with focus on NATO Operations, Crisis Response, Missions, Exercises and Business Continuity. NIMSC SATCOM has Life-Cycle responsibility for SATCOM Capabilities and Services. NIMSC SATCOM offers Capabilities and Services that are designed, integrated and tested to operate based on Satellite Communication Technologies, accessible from any location on the Globe. NIMSC SATCOM operates the NATO Satellite Communication (SATCOM) Ground Stations in Kester (BEL), Lughezzano (ITA), Atalanti (GRC), Izmir (TUR), Eggemoen (NOR), Costa Da Caparica (PRT) and supports NISRF Sigonella, Catania (Italy).
Problem Statement
* Current State: Our SATCOM Operations team currently experiencing technical challenges due to workforce gap that requires immediate and specialized support.
* Impact: These issues could cause disruptions to our satellite communications operations, potentially impacting the SLA and overall mission effectiveness.
* End State: By addressing these challenges, we aim to enforce the team achieving stable and efficient SATCOM Services Delivery.
OBJECTIVE
The Goal Is To Ensure Continuous And Effective Support For Our SATCOM Service Delivery And Operations Teams. The Desired Outcomes Include
* Enhanced reliability and performance of satellite communication systems.
* Timely resolution of technical issues to minimize operational disruptions.
* Improved overall efficiency and effectiveness of ground station operations.
SCOPE OF WORK
We are seeking support for our SATCOM Service Delivery team. The Service Provider will be responsible to perform the activities as described in this document.
Service and Delivery Support
* Provide technical support for SATCOM services delivery, including customer request processing and mission planning.
* Monitor service performance, identify issues, and implement corrective actions to maintain service availability and quality.
* Work closely with NATO Enterprise Services and Operations Centre (ESOC), National Satellite Control Centers (NSCC), NATO anchor sites and field engineers to diagnose and resolve service disruptions.
* Assist in integrating SATCOM solutions with customer networks and IT infrastructure.
Customer & Stakeholder Coordination
* Act as a point of contact for customers, providing technical assistance and ensuring service level agreements (SLAs) are met.
* Collaborate with vendors, satellite operators, and engineering teams to address service issues and implement upgrades.
* Conduct training sessions and provide documentation to customers and internal teams.
* Provide technical support as a subject matter expert to NATO Project Managers and Service Delivery Managers.
System Optimization & Performance Analysis
* Analyze network traffic, link budgets, and signal quality to optimize satellite communication performance.
* Support the implementation of new technologies, software updates, and network expansions.
* Participate in system testing, validation, and commissioning of SATCOM HW and SW tools and solutions.
* Provide 2nd and 3rd level support to incident resolution.
* Pro-actively support the process and tool improvements.
Compliance & Documentation
* Ensure compliance with regulatory requirements, security policies, and industry standards.
* Maintain accurate records of service incidents, troubleshooting steps, and resolutions.
* Develop and update technical documentation, including user guides and troubleshooting manuals.
Others
* The contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the service delivery manager.
Skill, Knowledge & Experience
The Contractor's personnel should fulfill the following requirements:
* Security Clearance: The Contractor shall possess valid NATO-SECRET Personal Security Clearances for the duration of the Contract performance.
* Language Proficiency: English: C1 + Local assignment language fluency (Nice to have).
Qualifications
* Bachelor's degree in Telecommunications, Electrical Engineering, Computer Science, or a related field.
* Minimum 5 years of Experience in satellite communications, RF engineering, link budget computation, analysis and network operations.
* Minimum 5 years of Experience with satellite network management systems and monitoring tools
* Knowledge of SATCOM systems, including VSAT, modems, antennas, and ground stations.
* Strong problem-solving skills and the ability to work under pressure.
* Excellent communication and customer service skills.
Desired Qualifications
* Proficiency in networking protocols (TCP/IP, QoS, VPNs) and troubleshooting tools.
* Certifications such as GVF, CCNA, or ITIL.
* Familiarity with regulatory standards (ITU, MIL-STD, etc.)
This is a Deliverables-based contract.
This is a condensed version of the job description. A full, detailed job description will be provided during the application process.