3. 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 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 the 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.

8. SPECIFIC REQUIREMENTS

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 exiting system, 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 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

The NATO Communications and Information Agency (further referred to as “Purchaser”) is seeking for 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.