2025 - 0147 L3 Application Support (COTS & Cloud Tech) (NS) - MON 10 Nov Relaunch

L3 Application Support Engineer (COTS & Cloud Technologies)

The NCI Agency is seeking an L3 Application Support Engineer (COTS & Cloud Technologies) to provide ongoing support for the NBAC Business Area during the migration of on-premise applications to the cloud. This role will focus on ensuring continued L3 support for existing COTS applications while also offering expert guidance and consultation on cloud migration efforts when required.

This statement of work aims to enhance the support model for NBAC-delivered services, focusing on maintaining existing on-premise COTS applications while providing support during the assessment and migration to cloud infrastructure.

The ideal candidate should have:

• Expertise in COTS application deployment and support
• Strong background in cloud technologies (Azure/AWS)
• Proven experience in configuring and supporting Atlassian Jira Service Management, with a solid understanding of other Atlassian products
• Strong analytical, problem-solving, and organizational skills
• The ability to document processes and provide training on tools and best practices.

Under the direction/guidance of the local NCIA Service Delivery Manager or the NCIA Service Area Owner, the following activities will be supported:

• Atlassian Products configuration and automation (on-prem or private cloud)
• Containerization and Kubernetes
• Cloud Configuration (Azure, AWS)
• COTS End-User Support
• Incident Logging and Tracking
• Escalation
• Knowledge Base Management
• Technical
• Communication and Collaboration

The contractor will support in-person and on-call during core working hours (0800 – 1200 and 1300 - 1700).

The measurement of execution for this work is sprints, with each sprint being planned for a duration of 2 weeks.

Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCIA and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:

The contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Service Delivery Manager / Team Leaders instructions.

It is expected the service starts as soon as possible but no later than 08 December 2025 and ending no later than 31 December 2025.

All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact.

Delivering services under this SoW requires a valid NATO SECRET security clearance.

The contractor will be required to provide services 50% on site NCIA, Braine l'Alleud, Belgium, 50% off-site.

There may be requirements to travel to other sites within NATO for completing these tasks for periods not exceeding 2 weeks.

Travel expenses are out of scope and will be borne by the NCI Agency separately in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.