System Support
The Contractor shall support all elements of the Sponsor’s system, comprised of commercial off the shelf (COTS) products and software, along with several customized tools and applications.
The Contractor shall provide the Sponsor a modern and stable platform which meets security requirements and enables users to search, discover, prioritize, analyze, collaborate and manage information.
The Contractor shall support enhancement efforts and develop new capabilities for Sponsor’s use to meet mission needs.
The Contractor shall integrate a large and changing number of datasets from a variety of cloud-based and other systems.
The Contractor shall maintain system uptime, stability, and accreditation requirements.
The Contractor shall work closely with Sponsor staff and contractor personnel, as well as external vendors and stakeholders (including development of technical equipment specifications and vendor quotations); communicating and collaborating effectively across organizational boundaries.
The Contractor shall identify issues or dependencies to Sponsor staff and work to resolve them as prioritized by the Government Task Manager with input from Sponsor’s Front Office.
The Contractor shall maximize the security of the system by protecting Sponsor data and ensuring security best practices, including those defined by the Sponsor, are followed.



System Operations & Maintenance (O&M) —HRR: YES
The Contractor shall support all elements of the Sponsor’s system, comprised of commercial off the shelf (COTS) products and software, including Oracle EXADATA and other databases, Cisco switches and security appliances, secure networked high availability storage area networks (SANs), encryption devices, as well as Windows and LINUX servers.
The Contractor shall provide O&M support for the Sponsor’s system to ensure the system remains operational, including user and account administration and auditing, monitoring system health, security and performance; installing, scanning, patching and updating software and hardware; administering gateway and VPN access to enterprise systems; managing hardware keys; and upgrading hardware.
The Contractor shall ensure compliance with Sponsor Assessment & Authorization (A&A) requirements.
Hours of Support and Coverage
The Contractor shall partner with the data architecture, software engineering and development team to provide continuous hourly/daily service to the Sponsor every day of the year using a blend of on-site and on-call support. Monday through Friday from 1000 to 1400 hours (local time) is considered core business hours during which all contractors will provide on-site support; coverage is also needed Monday through Friday from 0800 to 1000 hours and from 1400 to 1700 hours to respond to Sponsor needs.  All other days, Federal holidays, and hours are considered “non-prime time” business hours, during which service shall be provided through on-call support. The Government Task Manager and Sponsor’s Front Office have the authority to initiate on-site on-call support during non-prime time hours for service requests categorized as “critical.”

required skills and demonstrated experience

The Contractor shall have the following required skills, certifications and demonstrated experience:

• Demonstrated experience with security-controlled systems, CipherTrust enterprise hardware security modules, software, and data architecture.
• Demonstrated experience with Assessment and Authorization (A&A) processes to accredit security-controlled systems.
• Demonstrated experience as a data transfer officer with security-controlled systems.
• Demonstrated experience as an Oracle LINUX Systems Administrator.
• Demonstrated experience in Oracle EXADATA administration.
• Demonstrated experience with LINUX systems engineering and administration.
• Demonstrated experience with Windows systems engineering and administration, including MSSQL databases, Active Directory Certificate Services (ADCS), VM clusters, Hyper-V, Data Protection Manager, and PowerShell scripting.
• Demonstrated experience with Cisco switches and security appliances including ASAs, StealthWatch and Tetration.
• Demonstrated experience managing NetApp storage area networks (SANs).
• Demonstrated experience with certificate management for users, servers and service accounts.
• Demonstrated experience cross-skilling and backfilling for teammates.
• Demonstrated experience handling sensitive data, exercising discretion and sound judgment, and achieving mission outcomes.
• Certification(s)
  • Oracle Certified Professional (OCP) Database Administrator

Highly Desired skills and demonstrated experience

Skills and demonstrated experiences that are highly desired but not required to perform the work include:

• Demonstrated experience with Sponsor’s security-controlled systems, software, and data architecture.
• Demonstrated experience with Sponsor’s Assessment and Authorization (A&A) processes.
• Demonstrated experience as a data transfer officer with Sponsor’s security-controlled systems.
• Demonstrated experience with IT Program Management and support.

Place of performance

The primary place of performance is at a Sponsor location in WMA.

Full Time Equivalent (FTE) Level

The maximum number of FTEs is 3 (three).  Actual FTE bid, labor category and skill level is at the discretion of the Contractor.
PERIOD OF PERFORMANCE (POP)
The estimated POP is 5 (five) years.

Transitioning Existing work or new Requirement

☐   New requirement
☐   Requirement being re-competed
☒   Requirement being transitioned from another contract

TRAVEL

Travel is anticipated for this contract:   ☒YES                    ☐NO
Travel is anticipated for this contract upon Sponsor approval for the following categories:
☒   Local travel/POV will be on an as needed basis, within the local place of performance.
☐   Temporary Duty (TDY) travel is anticipated within the Continental United States (CONUS).
☐   TDY travel is anticipated outside the Continental United States (OCONUS).