#NC26NES189191 - NSATU Cyber Boundary Protection Level 3 Support
Deadline: June 3, 2026
Requester: NATO
Location: Wiesbaden, Germany
Job type: Contractor
Start date: July, 2026
Security clearance: NATO COSMIC TOP SECRET
SCOPE OF WORK / DUTIES / ROLES
NSATU Cyber Security and Boundary Protection Operations and Maintenance Activities:
The Contractor shall provide services contributing to the availability, performance, and continuous operation of the NSATU and associated IT and Data Management Services. This includes the following activities:
- 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;
- Infrastructure Maintenance: Supporting the supervision and execution of routine maintenance activities for infrastructure, management appliances, and associated NSATU IT/Data Management equipment;
- 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.
All activities shall be performed in accordance with NATO processes and procedures, ensuring compliance, traceability, and auditability.
Service Reporting:
The Contractor shall establish, maintain, and operate a structured reporting framework to
ensure full visibility of service performance, operational status, and compliance with the
requirements of this Statement of Work (SoW). The reporting framework shall:
- Provide transparent and auditable evidence of service performance against defined
KPIs; - Enable continuous monitoring of service health, availability, and operational risks;
- Support informed decision-making by NCIA;
- Facilitate performance evaluation and validation of payment.
Service Governance Model:
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. The Governance Model shall:
- Ensure effective oversight of service performance against defined KPIs;
- Provide a structured mechanism for reviewing service quality, risks, and issues;
- Enable timely decision-making and escalation;
- Support continuous service improvement;
- Ensure alignment with NATO governance frameworks and processes.
Continuous Service Improvement:
The Contractor shall:
- Identify opportunities for service 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 and reported monthly;
- Reviewed during governance meetings;
- Tracked to completion.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- PaloAlto Networks Certified Network Security Engineer (PCNSE) or equivalent qualification;
- 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;
- 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 organisational context;
- In depth practical Knowledge of NATO Enterprise Architecture and DCIS services, covering OSI Layers 1-7.
Desirable:
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);
- Certified Information Systems Security Professional (CISSP);
- Cisco Certified Network Associate (CCNA) - (Code 200-301).
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