Provision of on-site, 24/7/365 Network Control Centre (NCC) services at the United Nations Global Service Centre (UNGSC) in Brindisi, Italy.

The United Nations Global Service Centre (UNGSC) in Brindisi, Italy, through its Service for Geospatial, Information and Telecommunications Technologies (SGITT), seeks an appropriately qualified company for a contract it intends to establish to provide on-site round-the-clock 24/7/365 Network Control Centre (NCC) services. The UNGSC has two Facilities: the UNGSC Headquarters located in Brindisi (Italy) and the United Nations Information and Communication Technology Facility located in Valencia (Spain). The services provided by SGITT to the UN Missions, Agencies, Funds, and Programmes are certified by an accredited certification body per ISO/IEC 20000 IT Service Management System and ISO 27001 Information Security Management System. The primary function of the NCC is the provision of Bridge Support and Event Management services for SGITT Telecommunications and Data Centre infrastructure and associated active equipment in both sites as well as cloud-hosted services, in coordination with the NCC located on-site in Valencia. NCCs, i.e., the NCC Valencia and the NCC Brindisi, work closely and act as one NCC. NCC Brindisi and NCC Valencia operate 24/7, 365 days per year. The primary aim of the NCC is to monitor and restore all services to the users as quickly as possible. Therefore, the Bridge Support offered by NCC includes handling all the alarms triggered by the monitoring tools set in place as defined by the subject matter expert engineers. The NCC performs troubleshooting actions to identify the root cause of these alarms and follows the established steps to resolve the incidents. It also executes low-level and properly documented activities, e.g., regularly scheduled server reboots to prevent incidents from occurring, reports to assess if specific tasks have been successfully executed (e.g., replication), firewall rules implementation, etc. The company shall be capable of providing Bridge Support and Event Management to the UNGSC's Telecommunications and Data Centre infrastructure and associated active equipment, including cloud-hosted services, and have a minimum of five (5) years of experience in providing similar services and be ISO 20000 and ISO 27001 certified. It must provide the services following the integrated Service and Information Security Management System certified against ISO 20000:2018 and ISO 27001:2022. The company's personnel shall have significant telecommunications and computing expertise, service management experience, and qualifications and be exclusively dedicated to this service. In addition, the UN shall also provide them with technical on-site training, which the UN will validate upon successful completion. All staff assigned to this project must be fluent in English, the proposed operators shall be certified by CISCO CCNA, and the NCC manager shall possess an ITIL Expert Certification. A mandatory pre-proposal conference and site visit will be held at the UNGSC premises to allow prospective companies to acquaint themselves with the facilities. The contract will be for an initial period of two (2) years, with the UNGSC's sole option to extend the term for three (3) additional periods of one (1) year each (2+1+1+1 years) for a maximum of five (5) years, subject to the UN's operational requirements and the satisfactory performance of the contractor. To be awarded a contract, the company must be registered with the UN Secretariat through the United Nations Global Marketplace (UNGM) for the required Level of Registration, "Level 2", before the award of the contract. The UNGSC shall provide the complete technical requirements and administrative instructions with the solicitation document, which will be issued after the closing date for this EOI. Therefore, companies are requested to verify the validity of the contact email address(-es) associated with their UNGM account at www.ungm.org to ensure delivery of notifications and access to tender documents. This REOI does not constitute a solicitation. The UNGSC reserves the right to change or cancel the requirements during the REOI and solicitation process. Thus, submitting a reply to this REOI does not automatically guarantee that your company will be considered for receipt of the solicitation documents when issued. Non-EU companies participating in the tender for UNGSC requirements with services/goods delivery to Brindisi (Italy) and Valencia (Spain) shall be duly registered and possess all the requisite documentation, certificates, and permits required to do business in the European Union member countries. The UNGSC may stipulate pertinent requirements in the tender documentation.