Provision of Network Control Center Services for the United Nations Office in Brindisi, Italy.

The United Nations Logistic Base in Brindisi (UNLB) requires on-site Network Control Centre Services (NCC). Primary services are the provision of Tier 1 Support and Event Monitoring for UNLB Telecommunications and Data Centre infrastructure and all associated active equipment including satellite, network, servers and storage equipment. The services will be delivered from the UNLB Network Control Centre (NCC) located at Piazza del Vento 1, Brindisi, Italy. The contractor shall provide adequate number of NCC operators during the schedule shifts to provide event monitoring and Tier 1 support for Commination and Information Technology (CIT) operations in UNLB Brindisi. The UNLB CIT facility provide centralized services to UN peacekeeping missions and other UN organisations and agencies. The NCC services shall be provided in accordance with the ITIL v3 Service Management Best Practices. Furthermore the NCC shall constantly aim to improve the customer service user experience, perception, and satisfaction with a proactive approach to the service provision. The personnel of the contractor must have significant telecommunications and computing expertise in addition to Service Management experience and qualifications. The responsibilities of the designated NCC Manager and Supervisors are as follows: 1. Manage the overall NCC activities, including NCC supervisors 2. Act as the further escalation point for the supervisors 3. Report to UNLB management on any issues that could have significant impact on service delivery 4. Attend Change Management Board meeting 5. Take overall responsibility for incidents and request for service handled by NCC 6. Arrange staff awareness sessions NCC Supervisors shall: 1. Manage the shift based staffing schedule 2. Act on escalation point in the case of controversial and difficult calls 3. Represent NCC on the meetings 4. Liaise with UNLB senior management Duration of contract shall be five years established on an initial period of one year extendable for four additional years.