2679 Specialized VDI Engineering Support

• 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 enables 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 ongoing 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, optimization, and daily operation of commercial off the shelf (COTS) technologies and software, namely Omnissa Horizon.
• Ensure a 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 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.

• SCOPE OF WORK 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.

The SoW Covers The Following Activities And Tasks:

1. Installation, configuration, administration, and monitoring of VDI infrastructure based on Dell end user devices and Omnissa (former VMware) Horizon technologies:

• A) Perform daily administration, troubleshooting, and monitoring of VDI infrastructure instances including underlying virtual, application delivery, and profile infrastructure;
• B) Conduct installation, upgrade, and configuration of existing and new VDI instances including associated virtual and application.
• C) 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.
• D) Ensure VDI image, back-end, and thin clients are kept updated with security fixes and maintenance updates.
• E) Continuously monitor the environment to ensure it is always available.
• F) Ensure all tasks are automated as much as possible so there is minimal overhead to the system.
• G) Ensure all applications not in the baseline are packaged correctly for the VDI environment.
• H) Ensure all components of the system have sufficient licenses.

Ensure a healthy and functional end user computing environment:

• I) Review, troubleshoot, and ensure compliance with security policies and functional requirements of the VDI setup and associated enabling technologies (Active Directory).
• J) Work on and resolve problem requests.

Enhance business continuity by improving the fault tolerance and disaster recovery:

• K) 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.

Improve the maturity of the IT Operations:

• L) Develop, implement, improve and follow standard operating procedures and instructions on IT operation activities related to the VDI setup.
• M) Develop, disseminate, and improve instructions for Level 1 and Level 2 technicians.
• N) Perform on-the-job trainings as needed to team members, Level 1 and Level 2 technicians.

5. SCHEDULE:

It is expected that the service starts as soon as possible but not later than 1st of May 2025 (tentative) until 31 December 2025.

The Purchaser reserves the right to exercise the following options:

• Option 2026 - up to 52 sprints with period of performance from 01 January 2026 until 31 December 2026;
• Option 2027 - up to 52 sprints with period of performance from 01 January 2027 until 31 December 2027;
• Option 2028 - up to 52 sprints with period of performance from 01 January 2028 until 31 December 2028.

6. PRACTICAL ARRANGEMENTS:

1. PLACE OF PERFORMANCE

The deliverables will be produced on-site at Purchaser's premises in:

• Braine L'Alleud, Belgium;
• The Hague, The Netherlands;
• Ramstein, Germany;
• Bydgoszcz, Poland;
• Stavanger, Norway.

The working environment is a typical office working environment designated as Class II or Class I security area.

WORKING HOURS

The Service provider personnel is expected to follow the Purchaser's working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser's official holidays.

The Purchaser's official holidays may differ from the public holidays in the Host Nation.

TRAVEL

Depending on the Purchaser's priorities, travel may be required to both NATO and non-NATO nations.

Travel expenses will be reimbursed in accordance with applicable NCIA Travel Directive, in addition to the not to exceed ceiling mentioned in this SOW.

PURCHASER FURNISHED EQUIPMENT (PFE)

The Purchaser will provide to the Service provider personnel standard IT work position setup to allow access to the necessary networks, IT systems, and tools.

The Service provider personnel shall follow the Purchaser's policies, procedures, and take due care of the Purchaser furnished equipment.

MEETINGS

The Service provider's personnel shall participate, at no additional cost, at a minimum to the following meetings:

• Weekly sprint planning and retrospective meetings focused on IT operations technical matters and typically take place virtually on the Purchaser's own network.

SECURITY Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET is required for the Service provider's individuals undertaking this project.

SPECIFIC REQUIREMENTS

Qualifications:
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 systems, 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 with 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.

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