BACKGROUND - Veterans Affairs



TRANSFORMATION TWENTY-ONE TOTAL TECHNOLOGY NEXT GENERATION (T4NG)PERFORMANCE WORK STATEMENT (PWS)DEPARTMENT OF VETERANS AFFAIRSOffice of Information & TechnologyInformation Technology (IT) Operations and Services (ITOPS) Infrastructure Operations (IO) Services Support (IOSS)Date: October 11, 2017 TAC-18-43166Task Order PWS Version Number: 3.0 Contents TOC \o "1-3" \h \z \u 1.0BACKGROUND PAGEREF _Toc496862360 \h 62.0APPLICABLE DOCUMENTS PAGEREF _Toc496862361 \h 72.1APPLICABLE DOCUMENTS PAGEREF _Toc496862362 \h 73.0SCOPE OF WORK PAGEREF _Toc496862363 \h 83.1APPLICABILITY PAGEREF _Toc496862364 \h 93.2ORDER TYPE PAGEREF _Toc496862365 \h 94.0PERFORMANCE DETAILS PAGEREF _Toc496862366 \h 94.1PERFORMANCE PERIOD PAGEREF _Toc496862367 \h 94.2PLACE OF PERFORMANCE PAGEREF _Toc496862368 \h 94.3TRAVEL OR SPECIAL REQUIREMENTS PAGEREF _Toc496862369 \h 134.4CONTRACT MANAGEMENT PAGEREF _Toc496862370 \h 134.5GOVERNMENT FURNISHED PROPERTY PAGEREF _Toc496862371 \h 144.6SECURITY AND PRIVACY PAGEREF _Toc496862372 \h 144.6.1POSITION/TASK RISK DESIGNATION LEVEL(S) PAGEREF _Toc496862373 \h 144.6.2REMOTE ACCESS SERVICE COMPUTERS AND OTHER PORTABLE DEVICES PAGEREF _Toc496862374 \h 154.7TECHNICAL PROFICIENCY PAGEREF _Toc496862375 \h 165.0SPECIFIC TASKS AND DELIVERABLES PAGEREF _Toc496862376 \h 195.1DATA CENTER OPERATIONS (FFP) PAGEREF _Toc496862377 \h 195.1.1PROJECT MANAGEMENT PAGEREF _Toc496862378 \h 195.1.1.1Support Management PAGEREF _Toc496862379 \h 195.1.1.2Contractor Project Management Plan PAGEREF _Toc496862380 \h 215.1.1.3Contractor’s Progress, Status And Management Monthly Report PAGEREF _Toc496862381 \h 215.1.1.4Technical Kickoff Meeting PAGEREF _Toc496862382 \h 225.1.1.5Transition Out (Optional Task) PAGEREF _Toc496862383 \h 225.1.2Data Distribution Operations PAGEREF _Toc496862384 \h 235.1.2.1DD214 Data Entry PAGEREF _Toc496862385 \h 235.1.3ITOPS IO Benefits Delivery/Facility Management Service PAGEREF _Toc496862386 \h 245.1.3.1Distribution Administrative Support PAGEREF _Toc496862387 \h 245.1.3.2Administrative Support PAGEREF _Toc496862388 \h 255.1.3.3Support Infrastructure Project Management PAGEREF _Toc496862389 \h 265.1.3.4Financial Support Services PAGEREF _Toc496862390 \h 275.1.4Business Continuity Program Support PAGEREF _Toc496862391 \h 275.1.5Business Services Program Support PAGEREF _Toc496862392 \h 295.2SECURITY MANAGEMENT (FFP) PAGEREF _Toc496862393 \h 305.2.1ITOPS IO System Access Monitoring PAGEREF _Toc496862394 \h 315.2.1.1Technical Writing PAGEREF _Toc496862395 \h 325.2.1.2Mainframe Security PAGEREF _Toc496862396 \h 325.2.1.3Access Management PAGEREF _Toc496862397 \h 335.2.2ITOPS IO Risk Management (RM) PAGEREF _Toc496862398 \h 355.2.2.1IT Audit Management PAGEREF _Toc496862399 \h 355.2.2.2IT Risk Management PAGEREF _Toc496862400 \h 355.2.2.3Security Reporting and Metrics PAGEREF _Toc496862401 \h 365.2.3ITOPS IO Information Assurance (IA) Service Line PAGEREF _Toc496862402 \h 375.2.4Technical Security PAGEREF _Toc496862403 \h 385.2.4.1Technical Security Support PAGEREF _Toc496862404 \h 385.2.4.2Technical Security Group PAGEREF _Toc496862405 \h 395.2.5ITOPS IO Security Analytics PAGEREF _Toc496862406 \h 415.2.6Technical Security Data Center Vulnerability Assessment PAGEREF _Toc496862407 \h 425.2.7Application Administration PAGEREF _Toc496862408 \h 425.2.7.1Audit and Risk Management Application / Web Development PAGEREF _Toc496862409 \h 425.2.7.2Audit and Risk Management Reporting and Dashboard Development PAGEREF _Toc496862410 \h 435.2.7.3Application Customer Support PAGEREF _Toc496862411 \h 435.2.7.4Application System Technical Writing PAGEREF _Toc496862412 \h 445.2.8Management Analytics PAGEREF _Toc496862413 \h 445.2.8.1Tier 2 Onsite Support PAGEREF _Toc496862414 \h 475.2.8.2Tier 3/4 Onsite Support PAGEREF _Toc496862415 \h 485.3ITOPS INFORMATION ASSURANCE (IA) SERVICE LINE PAGEREF _Toc496862416 \h 505.4SYSTEMS ARCHITECTURE SERVICES (T&M) PAGEREF _Toc496862417 \h 515.4.1Systems Architecture PAGEREF _Toc496862418 \h 525.4.2Veterans Benefit Administration (VBA) Transformation to Development-Operations (DevOps) Integrated Process PAGEREF _Toc496862419 \h 535.5INFORMATION TECHNOLOGY (IT) ASSET MANAGEMENT TECHNICAL SUPPORT SERVICES (T&M) PAGEREF _Toc496862420 \h 545.5.1Application Support PAGEREF _Toc496862421 \h 545.5.1.1Business/Data Analytics Tools PAGEREF _Toc496862422 \h 555.5.1.2Business and Program Support PAGEREF _Toc496862423 \h 555.5.2Software Services PAGEREF _Toc496862424 \h 565.5.2.1Acquisition Support and Services PAGEREF _Toc496862425 \h 565.5.3Hardware Services PAGEREF _Toc496862426 \h 565.5.3.1Acquisition Support and Refresh PAGEREF _Toc496862427 \h 565.5.4ITAM Tools Solution Support PAGEREF _Toc496862428 \h 575.5.4.1ITAM Tools Database Administration PAGEREF _Toc496862429 \h 575.5.5Services Support PAGEREF _Toc496862430 \h 575.5.5.1Acquisition Support and Services PAGEREF _Toc496862431 \h 585.6TECHNICAL INFRASTRUCTURE SERVICES (T&M) PAGEREF _Toc496862432 \h 585.6.1Windows Support PAGEREF _Toc496862433 \h 605.6.1.1Windows Systems Administration PAGEREF _Toc496862434 \h 605.6.1.2Windows Systems Management PAGEREF _Toc496862435 \h 615.6.2VMware Systems Administration PAGEREF _Toc496862436 \h 645.6.3UNIX Systems PAGEREF _Toc496862437 \h 655.6.3.1UNIX Systems Administration PAGEREF _Toc496862438 \h 655.6.3.2UNIX Systems Management PAGEREF _Toc496862439 \h 665.6.4Database System Administration PAGEREF _Toc496862440 \h 695.6.5Enterprise Storage Support PAGEREF _Toc496862441 \h 705.6.6Mainframe Support PAGEREF _Toc496862442 \h 715.6.6.1Mainframe Support (z/OS and z/VM) PAGEREF _Toc496862443 \h 715.6.6.2Mainframe Support (Bull/Atos GCOS) PAGEREF _Toc496862444 \h 735.6.6.3TP8 Administration PAGEREF _Toc496862445 \h 755.6.7Internal Systems Windows Administration PAGEREF _Toc496862446 \h 755.6.8Internal Systems UNIX Administration PAGEREF _Toc496862447 \h 785.6.9Client Technologies, Computer Technical and Analysis Support Services PAGEREF _Toc496862448 \h 805.6.9.1Client Technologies Support Services PAGEREF _Toc496862449 \h 805.6.9.2Client Technologies Computer Technical Analysis Support PAGEREF _Toc496862450 \h 845.6.10Production Support Peripheral Equipment Operation PAGEREF _Toc496862451 \h 865.6.11Network Support PAGEREF _Toc496862452 \h 875.6.12Architecture Assessment Services PAGEREF _Toc496862453 \h 895.6.12.1Systems and Infrastructure Architecture Assessment PAGEREF _Toc496862454 \h 895.6.12.2Process and Workflows Assessment PAGEREF _Toc496862455 \h 895.7ENTERPRISE APPLICATIONS MANAGEMENT SERVICES (T&M) PAGEREF _Toc496862456 \h 905.7.1Application Management Support PAGEREF _Toc496862457 \h 925.7.2Build Management PAGEREF _Toc496862458 \h 945.7.3M204 Database Administration PAGEREF _Toc496862459 \h 965.7.4Requirements Analysis PAGEREF _Toc496862460 \h 975.7.5Systems Analysis – Mainframe Development PAGEREF _Toc496862461 \h 995.7.6Technical Writing PAGEREF _Toc496862462 \h 1005.7.7MS SharePoint Administration PAGEREF _Toc496862463 \h 1015.7.8Web Development PAGEREF _Toc496862464 \h 1025.7.9Tuxedo Administration PAGEREF _Toc496862465 \h 1035.7.10Messaging System Administration/Architecture PAGEREF _Toc496862466 \h 1035.7.11Tivoli Federated Identity Manager Administration PAGEREF _Toc496862467 \h 1045.7.12FileNet Administration/Architecture PAGEREF _Toc496862468 \h 1055.7.13IBM Datapower Administration PAGEREF _Toc496862469 \h 1065.7.14WebLogic Administration PAGEREF _Toc496862470 \h 1075.7.15WebLogic Architecture Support PAGEREF _Toc496862471 \h 1075.7.16WebSphere Architecture Support PAGEREF _Toc496862472 \h 1085.7.17SiteMinder Administration/Architecture PAGEREF _Toc496862473 \h 1095.7.18Application Performance and Availability Monitoring Administration/Architecture PAGEREF _Toc496862474 \h 1115.7.19Network and Infrastructure Performance Monitoring and Availability Administration/Architecture PAGEREF _Toc496862475 \h 1115.7.20CA Service Desk-Monitoring Integration Administration PAGEREF _Toc496862476 \h 1125.7.21Initiate Administration PAGEREF _Toc496862477 \h 1135.7.22Automation Administration/Architecture PAGEREF _Toc496862478 \h 1135.7.23Open Systems Infrastructure PAGEREF _Toc496862479 \h 1145.7.23.1Open Systems - Financial PAGEREF _Toc496862480 \h 1145.7.23.2Open Systems - Retail PAGEREF _Toc496862481 \h 1155.7.23.3Open Systems - Systems Analysis PAGEREF _Toc496862482 \h 1165.7.23.4Open Systems - Requirements Analysis PAGEREF _Toc496862483 \h 1165.7.24Quality Control Management PAGEREF _Toc496862484 \h 1175.7.25Dashboard and Business Intelligence Report Administration/Architecture PAGEREF _Toc496862485 \h 1185.7.26Project Controls Engineering Services PAGEREF _Toc496862486 \h 1195.7.26.1Primavera Application Administration PAGEREF _Toc496862487 \h 1195.7.26.2Application Integration PAGEREF _Toc496862488 \h 1205.7.26.3Custom Reports PAGEREF _Toc496862489 \h 1205.7.27Technical Administrative Assistance PAGEREF _Toc496862490 \h 1215.7.28eDiscovery PAGEREF _Toc496862491 \h 1225.7.29RouteMatch Administration PAGEREF _Toc496862492 \h 1235.7.30Process and Quality Analysis PAGEREF _Toc496862493 \h 1245.7.31Information Technology (IT) Project Management (PM) Support PAGEREF _Toc496862494 \h 1245.7.32Change, Release and Configuration Support PAGEREF _Toc496862495 \h 1255.7.33Data center optimization and consolidation support PAGEREF _Toc496862496 \h 1285.7.34Data Center Touch Labor Support PAGEREF _Toc496862497 \h 1295.7.35Cloud Support Services PAGEREF _Toc496862498 \h 1315.8DATA CENTER IT FACILITIES AND CONNECTIVITY (T&M) PAGEREF _Toc496862499 \h 1325.8.1Network Infastructure and Telecommunications Systems Support PAGEREF _Toc496862500 \h 1335.8.2Logistic Inventory Management Support PAGEREF _Toc496862501 \h 1355.8.3Logistics Services Support PAGEREF _Toc496862502 \h 1375.8.4Security Administration Services PAGEREF _Toc496862503 \h 1385.8.5Computer Room Environmental Infastructure Operations PAGEREF _Toc496862504 \h 1395.9SERVICE DESK SOFTWARE TECHNICAL SUPPORT/ CONFIGURATION MANAGEMENT DATABASE (CMDB) SUPPORT (T&M) PAGEREF _Toc496862505 \h 1425.8.1 Application Administration PAGEREF _Toc496862506 \h 1435.8.2 Configuration Management PAGEREF _Toc496862507 \h 1446.0GENERAL REQUIREMENTS PAGEREF _Toc496862508 \h 1456.1PERFORMANCE METRICS PAGEREF _Toc496862509 \h 1456.2SECTION 508 – ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS PAGEREF _Toc496862510 \h 1566.2.1EQUIVALENT FACILITATION PAGEREF _Toc496862511 \h 1576.2.2COMPATIBILITY WITH ASSISTIVE TECHNOLOGY PAGEREF _Toc496862512 \h 1576.2.3ACCEPTANCE AND ACCEPTANCE TESTING PAGEREF _Toc496862513 \h 1577.0TABLE OF ACRONYMS PAGEREF _Toc496862514 \h 158APPENDIX A - CONTRACTOR NON-DISCLOSURE AGREEMENT PAGEREF _Toc496862515 \h 167CONTRACTOR EMPLOYEE - PERSONAL FINANCIAL INTEREST/PROTECTION OF SENSITIVE INFORMATION AGREEMENT PAGEREF _Toc496862516 \h 168BACKGROUNDThe mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), Information Technology (IT) Operations and Services (ITOPS), Infrastructure Operations (IO) is to support One VA world-class service to Veterans and their families by delivering results-oriented, secure, highly available, and cost effective information technology services. IO provides critical services such as benefits and home loan applications processing, focusing on consistent availability of Veteran-facing applications and quick delivery of benefits for Veterans.The consolidation of IO’s data centers and leveraging cloud services are primary areas of focus within IOs’ continuous improvement plan, one that will help VA meet its federal mandate to reduce the number of data centers across the country. These efforts will also allow for improved redundancy and increased availability. As part of the ITOPS transformation, IO is simplifying operations to ensure fast, cost-effective delivery of essential services to Veterans. The division is also streamlining processes, allowing staff to respond more quickly and efficiently to the service needs of both employees and customers. IO will achieve key MyVA initiatives by improving the Veteran experience and the employee experience. The VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals and in support of those goals IO is constantly transforming. Currently IO is integrating itself with Information Technology Resource Management (ITRM) Facilities, Service Management and Planning (SMP) and Enterprise Project Management Office (EPMO), to better service our Business Partners and Veterans. In partnership with EPMO, Enterprise Command Operations (ECO), IO hosts the VA IT programs, including Veterans Health Information Systems and Technology Architecture (VistA) Evolution, Interoperability, the Veterans Benefits Management System, and Medical Appointment Scheduling System. ITRM provides support to customize IT services to the needs of our Customers and Stakeholders across the VA while EPMO monitors key information like status and risks to improve project execution and delivery. ITOPS IO is an IT provider, offering a wide variety of infrastructure products and services to its VA and other federal agency customers, focusing on Continuous Process Improvement activities. ITOPS IO supports mission-critical service systems which provide hosting on physical and virtual servers. ITOPS IO’s cloud services utilizing enterprise infrastructure and virtualization supports multi-tenancy of government organizations and capabilities working towards supports delivery of self-service, on-demand, in production, development, and test environments;ITOPS IO is currently comprised of Data Center Operations (DCO), Enterprise Infrastructure Support (EIS), Enterprise Telecommunications Management (ETM), National Data Center Operations and Logistics (NDCOL), the Regional Data Centers and Field Operations. IO provides IT Services Support to EPMO's Application Management Service (AMS), Service, Management and Planning (SMP) and ECO's Enterprise Command Center (ECC). ITOPS IO is evolving based on the MyVA reorganization. The MyVA Transformation puts Veterans in control of how, when, and where they wish to be served. It drives VA to develop key strategies including continuous improvement for Veterans’ experience and targets achieving support services excellence that will enable employees and leaders to focus on Veterans, rather than back office issues. A key objective of this transformation is to modernize VA IT infrastructure by leveraging and promoting cloud services. As a result, initiatives will be evolving throughout the task order performance and support may be adjusted to reflect any transformation of the major IT initiatives resulting from pending MyVA reorganization. VA has established a strong presence on the Internet to serve the Veteran and the general public through VA Internet sites. In addition, VA has been operating an internal/intranet web presence dedicated to the support of the employees and staff of VA. These ITOPS IO Data Centers and remote locations provide technical support services for the Veterans Health Administration (VHA), Veterans Benefit Administration (VBA), and VA staff offices’ Internet/Intranet environment including operating system administration, database administration, web application development and administration, and Internet/Intranet security. ITOPS IO provides:Support services for benefits delivery in compensation, pension, and education programs, which are critical to VBA to facilitate processing claims and benefits.A variety of IT support services to VA, Veterans, and other stakeholders, such as Veterans service organizations, colleges, and universities. Implement, operate, and maintain information systems that assist VA regional offices (ROs), the VBA Insurance Center, and medical centers in providing benefits and medical care.Operational support services to VA Optical Region Area Network (ORAN) Circuit, which supports Federal mandates for disaster fall back plans, from the capital region.IT oversight, operational and infrastructure services to all of National Cemetery Administration (NCA) and the majority of state Veterans’ cemeteries.Support services for any current VA owned or leased data centers, as well as locations coming online as VA expands its support through the MyVA transformation.IT oversight, operational and infrastructure services to the Command Center (CC).The tasks described in this Performance Work Statement (PWS) are required to support the ongoing operations, maintenance and improvements for ITOPS.APPLICABLE DOCUMENTS APPLICABLE DOCUMENTSThe Contractor shall comply with the following documents, in addition to the documents in Paragraph 2.0 in the T4NG Basic Performance Work Statement (PWS), in the performance of this effort:Federal Continuity Directive 1 (FCD 1), Federal Executive Branch National Continuity Program and Requirements, October 2012.National Security Presidential Directive/NSPD 51 and Homeland Security Presidential Directive/HSPD-20, National Continuity Policy, dated May 9, 2007.National Continuity Policy Implementation Plan, August 2007 Federal (Homeland Security).National Response Framework, June 2016 Federal (Homeland Security).Homeland Security Presidential Directive 5 (HSPD-5), Management of Domestic Incidents, dated February 28, 2003.Homeland Security Presidential Directive 7 (HSPD-7), Critical Infrastructure Identification, Prioritization, and Protection, dated December 17, 2003.Homeland Security Presidential Directive 8 (HSPD-8), National Preparedness, dated December 17, 2003.Data Center Optimization Initiative (DCOI) Memorandum M-16-19, dated August 1, 2016, VA Directive and Handbook 0320, Comprehensive Emergency Management Program.OI&T Directive and Handbook 0320, Comprehensive Emergency Management Homeland Security Program.OI&T Handbook 0320.1, Office of Information and Technology Continuity of Operations.OI&T Handbook 0320.2, Office of Information and Technology Emergency Management Test, Training, and Exercise Program.OI&T Handbook 0320.3, Veterans Affairs Information Technology Support to the National Response Framework.ITOPS IO Directive 0320, Comprehensive Emergency Management Homeland Security Program.AITC Handbook 0320.01/3, Comprehensive Emergency Management Program.AAC Directive 6205, AAC IT Incident Management.AITC Directive 6500/1, Information Security Program.AITC Handbook 6500.03/2, Contingency Planning (CP). Overall VA Layout 1, Attachment B – For Informational Purposes OnlySCOPE OF WORKThe Contractor shall provide the services necessary to support the professional services and solutions offered to ITOPS IO and its customers to include data center operations, systems security, systems architecture services, hardware/software technical advisory services, technical infrastructure services, enterprise applications management services, data center IT facilities, connectivity support, service desk/configuration management database support, and command center support. ITOPS IO is evolving based on the MyVA reorganization and has recently integrated with ITRM, SMP, ECC and EPMO. As a result, ITOPS IO support services will be evolving throughout the task order where performance and support may be adjusted to support consolidating, transforming, and modernizing IT infrastructure across the enterprise. For example, roles and responsibilities assigned to tasks and deliverables may include planning, preparation, readiness, site investigations, infrastructure decommissioning and standup, system migration and post-migration activities to cloud and/or to consolidation sites as part of VA IT infrastructure modernization efforts. APPLICABILITYThis Task Order (TO) effort PWS is within the scope of paragraph(s) 4.1 Program Management, Strategy, Enterprise Architecture and Planning Support, 4.2 Systems/Software Engineering, 4.6 Enterprise Network, 4.7 Enterprise Management Framework, 4.8 Cyber Security, 4.9 Operations and Maintenance, and 4.11 Information Technology (IT) Facilities of the T4NG Basic PWS.ORDER TYPEThe tasks shall be proposed on a hybrid Firm Fixed Price (FFP) and Time and Materials (T&M) basis. Tasks set forth under PWS paragraph 5.1 and all its subsections and 5.2 and all its subsections shall be performed on a FFP basis. Tasks set forth under PWS Sections 5.3 through 5.9 shall be performed on a T&M basis. All travel shall be on a T&M basis. All tasks 5.1 through 5.9 shall be performed in the base and option periods, if exercised. PERFORMANCE DETAILSPERFORMANCE PERIODThe period of performance (PoP) shall be 12 months from date of award, followed by two (2) 12-month option periods. PLACE OF PERFORMANCEITOPS IO provides support services to the following data centers:Major Data Center Locations:Austin Information Technology Center (AITC) Hines Information Technology Center (HITC)Philadelphia Information Technology Center (PITC)Quantico Information Data Center (QITC) Capital Region Data Center (CRDC)Capital Region Readiness Center (CRRC) (Martinsburg VA Medical Center campus, Martinsburg, WV)National Data Center Programs-Regional Data Center Locations:Sacramento, CA Denver, COSt. Louis, MOWarner-Robbins, GABrooklyn, NYThird Party Data Centers:Other Data Centers (Contracted or acquired) and ITOPS IO 3rd party host providersRemote Locations: (Remote support for systems owned that may reside outside of ITOPS IO Data Centers, i.e. VA Medical Centers)BirminghamMontgomeryTuscaloosaFayettevilleLittle RockPhoenixTucsonFresnoLoma LindaLos AngelesMatherOaklandSacramentoSan DiegoDenverNewingtonWashingtonBay PinesGainesvilleMiamiOrlandoWest Virg SuburbsTampaAtlantaDes MoinesIowa CityBoiseChicagoMarionFt. WayneIndianapolisMarionLeavenworthTopekaWichitaLouisvilleNew OrleansPinevilleShreveportBedfordBostonBrocktonBaltimoreAugustaAnn ArborDetroitSaginawMinneapolisColumbiaKansas CitySt. LouisBiloxiJacksonFt. HarrisonAshevilleFayettevilleSalisburyLincolnOmahaManchesterAlbuquerqueRenoAlbanyBuffaloMontroseNew YorkSyracuseWappingers FallsClevelandMuskogeeOklahoma CityPortlandLebanonPittsburghProvidenceCharlestonColumbiaFt. MeadeMurfreesboroNashvilleAustinDallasHoustonWacoSalt Lake CityHamptonSterlingSeattleWalla WallaMadisonMilwaukeeTomahHuntingtonMartinsburgSheridanCalifornia SuburbsSan FranciscoGrand JunctionWest HavenPensacolaWilmingtonCape CoralHonoluluAnchorageMass SuburbsMichigan SuburbsDurhamFargoPasay CityNew Jersey SuburbsLas VegasBrooklynNY suburbsWhite CityPenn SuburbsSan JuanTenn SuburbsAmarilloEl PasoSan AntonioTX SuburbsVirginia SuburbsWhite River JunctionTacomaEfforts under this Task Order (TO) shall be performed on-site at the major data centers at VA ITOPS IO supported facilities in accordance with the anticipated Table 1 – below. Remote support may be interchangeable between datacenters; and if required, need prior Contracting Officer’s Representative (COR) concurrence. Additionally, the Government has provided for informational purposes only, historical Full Time Equivalent (FTE) data for the major data centers, when applicable to the task. The Contractor shall be required to provision/transition security clearances, physical and system access in accordance with VA security processes by March 1, 2018.The Contractor shall support the task order with adjustable FTEs to be in line with the table below. For the major data centers listed, the estimated positions for the task order is 675. The base year is estimated to be supported with the current Contractor count of 595, increasing by 20% for Option Year 1 and an additional 20% growth on top of that for Option Year 2. LocationHistorical FTE(s)AITC525HITC35PITC22QITC2CRDC20*. TRAVEL OR SPECIAL REQUIREMENTSThe Government anticipates travel under this effort through the period of performance. All travel will be on a T&M basis. Travel and per diem shall be in accordance with the Federal Travel Regulations (FTR) and requires advanced concurrence by the COR.? Each Contractor invoice shall include copies of all receipts that support the travel costs claimed in the invoice. Local travel within a 50-mile radius from the Contractor’s facility is considered the cost of doing business and will not be reimbursed.?This includes travel, subsistence, and associated labor charges for travel time.?Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility will not be reimbursed.? CONTRACT MANAGEMENTAll requirements of Sections 7.0 and 8.0 of the T4NG Basic PWS apply to this effort. This TO shall be addressed in the Contractor’s Progress, Status and Management Report as set forth in the T4NG Basic ERNMENT FURNISHED PROPERTYThe Contractor shall be provided access to all available Government furnished information, facilities, material, equipment, or services as required to accomplish the efforts in the PWS for all on-site support. This shall include office space, desk, telephone, chair, computer, shared printer, cell phones for callback and requisite consumable materials (i.e. office supplies).The Contractor may be provided keys or codes for access to the Government facility, and if so, shall control, track, and protectthese keys and codes. Upon completion of the POP, all keys and/or access badges to the Government facility shall be turned in to the COR.The Contractor may have access to ITOPS IO currently installed version Microsoft Word, Excel, Visio, PowerPoint, and SharePoint as available. SECURITY AND PRIVACYAll requirements in Section 6.0 of the T4NG Basic PWS apply to this effort. Specific TO requirements relating to Addendum B, Section B4.0 paragraphs j. and k. supersede the corresponding T4NG Basic PWS paragraphs, and are as follows, j. The Contractor shall notify VA within 24 hours of the discovery or disclosure of successful exploits of the vulnerability which can compromise the security of the Systems (including the confidentiality or integrity of its data and operations, or the availability of the system). Such issues shall be remediated as quickly as is practical, based upon the severity of the incident. k. When the Security Fixes involve installing third party patches (such as Microsoft OS patches or Adobe Acrobat), the Contractor shall provide written notice to VA that the patch has been validated as not affecting the Systems within 10 working days. When the Contractor is responsible for operations or maintenance of the Systems, they shall apply the Security Fixes based upon the requirements identified within the TO. It has been determined that protected health information (PHI) and Personally Identifiable Information (PII) may be disclosed or accessed and a signed Business Associate Agreement (BAA) shall be required. The Contractor shall adhere to the requirements set forth within the BAA, referenced in Section D of the RTEP. The Contractor may be required to implement the IT security requirements for system interconnection documents required per the Memorandum of Understanding or Interconnect Agreement and Standard Operating Procedures in performance of this task order. POSITION/TASK RISK DESIGNATION LEVEL(S)The position sensitivity and the level of background investigation commensurate with the required level of access for the following tasks within the Performance Work Statement are outlined below. For Paragraphs 5.4-5.9, sub-tasks requirements may require High/BI level; and therefore are indicated to have two Position Sensitivity Levels below. The appropriate Position Sensitivity level by sub-task will need to be coordinated with the COR during the onboarding process. Position Sensitivity and Background Investigation Requirements by TaskTask NumberTier1 / Low / NACITier 2 / Moderate / MBITier 4 / High / BI5.1 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.2 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.3 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.4 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.5 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.6 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.7 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.8 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX 5.9 FORMCHECKBOX FORMCHECKBOX FORMCHECKBOX A High/BI is currently needed, for all Security, Network, and IT Administration positions requiring access to critical systems and for other positions as identified by the COR on an “as required” basis. The Tasks identified above and the resulting Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for Contractor individuals, based upon the tasks the particular Contractor individual will be working. The submitted Contractor Staff Roster must indicate the required Background Investigation Level for each Contractor individual based upon the tasks the Contractor individual will be working.REMOTE ACCESS SERVICE COMPUTERS AND OTHER PORTABLE DEVICESContractors whose personnel require remote access to VA networks shall work with the COR to determine appropriate access method needed for their situation. The Contractor shall provide proper justification of the need for access and sign Rules of Behavior prior to remote access being granted in accordance with VA Handbook 6500, “Information Security Program” for all portable (e.g. laptops, iPhones) devices that access the VA network remotely. If an iPhone or other equivalent device is needed, it will be provided by VA. The two methods of remote access are Cisco Secure Any Connect Virtual Private Network (VPN) Client and the Citrix Access Gateway (CAG). The objective of the Cisco Secure Any Connect VPN client is to ensure remote access needs are met and VA data and security are not compromised. The user is provided access to VA network system resources (as authorized by the COR and Information Security Officer [ISO]). The user will be able to log onto devices for which they have privileges. CAG is a web based interface that permits use of personally owned equipment (POE) It is compatible with most operating systems but requires that a ‘plug-in’ be installed into the Internet browser. Access will be requested through the COR and ISO. The Contractor is responsible for providing its employees any hardware (Personal Identity Verification (PIV) card reader) needed to permit PIV login through CAG. PIV login is mandatory locally and through CAG.Any POE or Contractor Provided equipment approved for remote access are governed under the same local policies, Federal laws and regulations that apply to all local users of VA computer systems and the security and privacy of the information contained therein including VA Handbook 6500. VA prohibits remote access to VA’s network from non-North Atlantic Treaty Organization (NATO) countries.?The exception to this are countries where VA has approved operations established (e.g. Philippines and South Korea).?Exceptions are determined by the COR in coordination with the Information Security Officer (ISO) and Privacy Officer (PO).?This remote access may provide access to VA specific software such as Veterans Health Information System and Technology Architecture (VistA), ClearQuest, ProPath, Primavera, and Remedy, including appropriate seat management and user licenses, depending upon the level of access granted.??The Contractor shall utilize government-provided software development and test accounts, document and requirements repositories, etc. as required for the development, storage, maintenance and delivery of products within the scope of this effort.??The Contractor shall not transmit, store or otherwise maintain sensitive data or products in Contractor systems (or media) within the VA firewall IAW VA Handbook 6500.6 dated March 12, 2010.??All VA sensitive information shall be protected at all times in accordance with VA Handbook 6500, local security field office System Security Plans (SSP’s) and Authority to Operate (ATO)’s for all systems/LAN’s accessed while performing the tasks detailed in this PWS.??The Contractor shall ensure all work is performed in countries deemed not to pose a significant security risk.??For detailed Security and Privacy Requirements (additional requirements of the contract consolidated into an addendum for easy reference) refer to ADDENDUM A Additional VA Requirements, Consolidated and ADDENDUM B - VA Information and Information System Security/Privacy Language.TECHNICAL PROFICIENCYThe Contractor shall provide personnel that are fully trained in their assigned technical field of expertise and maintain technical proficiency and currency during the TO period of performance.? If the Contractor requires training, the acquisition of this training shall be the Contractor’s responsibility, unless the training is Government required and provided at no cost to the Government via Training Management System (TMS).All personnel performing work shall possess experience in the disciplines and technical areas described in each task which are related to the design, analysis, engineering, operation, maintenance, and security of the Data Centers.It is the responsibility of the Contractor to provide Contractor support personnel and subContractors who have the required educational background, experience, VA or DoD security clearance, and access authorization or combination thereof to meet the labor category descriptions under this TO for the T&M tasks.?The Contractor agrees that the personnel identified below as key to supporting this effort shall not be removed from the TO effort, replaced or added to the TO without a compelling reason and without written notification to the COR and Contracting Officer (CO).If any change to the personnel assigned to the labor categories identified below becomes necessary (substitutions or additions), the Contractor shall immediately notify the COR and/or CO in writing, accompanied by the resume, if applicable, of the proposed replacement personnel who shall be of at least substantially equal ability and qualifications as the individuals currently performing in that category.? It is expected that substitution or replacement of all the personnel outlined below will not occur within the first 90 days after date of TO award.? Such labor categories?and specific roles and responsibilities are further defined in Paragraphs 4.7.1 through 4.7.7 below:Project ManagerProgram ManagerSenior Systems AdministratorApplication AdministratorDatabase Administrator, Sr.Senior Cyber Security SpecialistSoftware/Systems Architect, Sr.The Contractor shall provide technical proficiency and expertise for the critical labor categories listed above as described in the related sections of the PWS.?4.7.1????? Project Manager?A Project Manager must have experience managing IT related projects, and must be well versed in life cycle and project management methodologies.??Must have experience in tracking costs, schedule and performance progress. Must be able to identify and mitigate risks.4.7.2????? Program Manager?A Program Manager must have experience with diverse IT projects both large and small, must be able to manage a portfolio of projects, must be well versed in full systems development life cycle, enterprise wide network engineering, and strategic information planning, business process reengineering, structure and management practices,?must be able to identify and mitigate risks to the program,?and must be able to manage to cost, schedule and performance.4.7.3????? Senior System AdministratorA Senior System Administrator must have the thorough knowledge to create plans to assure effective management, operations, and maintenance of systems and/or networks;?manages teams of system admins and is able to prioritize work and identify high risk critical problems and dedicate appropriate resources; ?must have extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems.4.7.4??????Application Administrator?An Application Administrator must have experience in managing the daily routine operations and maintenance of IT software system applications.??Must be able to communicate with end users and understand issues related to end user applications.4.7.5???Database Administrator, Sr.A Senior Database Administrator must be able to create, implement and manage expansive database administration programs.??Must have experience in reviewing database performance trends, and identifying opportunities for improvement.4.7.6???Senior Cyber Security SpecialistA Senior Cyber Security Specialist must have IT experience with Cyber Security Policy and threat mitigation; must have knowledge and experience in Cyber Security Tools, network topologies, intrusion detection, PKI, and secured networks; and?must have knowledge of implementation and security levels and roles necessary for successful deployment.4.7.7 Software/Systems Architect, Sr.A senior Software/System Architect must have extensive experience in the coordination of program and project leaders to identify requirements for system architecture. Must be able to identify strategies for addressing requirements. Must have extensive experience with analysis of requirements against fiscal, schedule, and performance issues. SPECIFIC TASKS AND DELIVERABLESThe Contractor shall perform the following:DATA CENTER OPERATIONS (FFP)The Contractor shall support the day to day data center operations 24x7x365 as defined in 5.1 sub-paragraphs below for the AITC. For informational purposes only, historically, the data center operations support has been accomplished for this task with the following Full Time Equivalent (FTE) positions:Austin, TexasProgram/Project ManagersProject AnalystProgram Analyst, ExpertProgram Analyst, SeniorAdministrative/Clerical Assistants I, II, and IIIBusiness Process TechnicianConstruction EngineerData Management TechnicianData ManagerFinancial AnalystFinancial Analyst, Sr. Risk ManagerSoftware System ArchitectSystem Installation EngineerFalling Waters, West VirginiaDisaster Recover ManagerHines, IllinoisProject ManagerPROJECT MANAGEMENT Support ManagementThe Contractor shall provide a Project Manager (PM) who shall serve as the manager of the task order and shall be the Contractor’s single point of contact for VA CORs and ITOPS IO management. The PM shall manage the tasks, schedules, and analyzing work discrepancies, communicating policies, purposes, and goals of the organization to the Contractor personnel for all projects. The PM shall analyze and resolve programmatic issues, facilitate information exchange, and enhance management coordination as coordinated with the TO COR/VA PM(s). This support shall include managing on-site and off-site Contractor support, any tracking of resources across projects, transitioning and onboarding of new Contractor support required, and scheduling to ensure 24x7x365 Support Services for ITOPS IO’s data center operations for resolution of issues. The Contractor PM shall:Conducting VA Project Progress Reviews (PPR).Providing Monthly Management Reports.Tracking deliverables across projects.Coordinating, escalating and resolving project issues (e.g. risk, resources, scheduling).Attending status meetings and providing status reports to project stakeholders with COR coordination.Tracking Contractor support across projects on a daily basis. Providing a document management system, e.g. SharePoint, to track project deliverables to avoid reliance on the transmission of large files via email.Tracking that all Contractor support:Follow all documented processes and procedures utilized by ITOPS IO.Meet all service level agreements (SLA), response and call back timeframes such as for responding to system failures and metrics in Section 6.1 of the PWS.Report all hours worked into ITOPS IO’s Time Reporting Application on a daily basis.Meet all task schedules including non-standard work schedule(s) as required. Schedules include; nights, weekends, and holidays in accordance with ITOPS IO requirements a non-standard work schedule, if required. Work may be required beyond normal duty hours, including nights, weekends, and holidays as ply with all ITOPS IO policies and processes including ProPath when applicable. Comply with and support all Federal, VA and local security regulations and policies, security regulations and policies.Tracking performance against the PWS requirements and performance metrics. Follow established change order processes.Provide a Program Management Office (PMO) to support the Project Manager functions for managing the program across all ITOPS IO sites, and across all identified functions and major initiatives. The Contractor (e.g. PMO) shall:Ensure compliance with all contract and government regulations (i.e. Section 2).Monito performance/compliance.Respond to customer data calls.Contractor Project Management PlanThe Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline and tools to be used in execution of this TO effort. ?The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support.??The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the TO. The Contractor shall update and maintain the COR/VA PM approved CPMP throughout the period of performance. In addition, the CPMP shall contain:Staffing PlanCommunication PlanContractor Organization ChartRisk Management PlanWork Breakdown StructureDeliverable:Contractor Project Management Plan with supplemental plans/chartsContractor’s Progress, Status And Management Monthly ReportThe Contractor shall prepare a monthly status report as specified in the T4NG Basic PWS. The report shall be tailored to include dividing it into the technical subsections specified below:Systems SecurityInformation AssuranceA&A Support ServicesChief Technology OfficerBusiness ServicesAsset ManagementData Center Facilities and ConnectivityFacilities ManagementTechnical Infrastructure ServicesWindows SupportUNIX SupportDatabase SupportEnterprise StorageMainframe SupportOpen Systems InfrastructureDesktop SupportComputer Operations UnitData Entry Operations UnitApplications ManagementProject ManagementFinancial and Accounting ApplicationsHuman Resources and Payroll Application DivisionExecutive Management Application DivisionFinancial Claims Management Application DivisionBenefits and Canteen Application DivisionHealth Care and Enrollment Application DivisionApplication Integration Management DivisionVeterans and Procurement? Application DivisionEnterprise Strategic Health Application DivisionInformation Technology Centers Operations and ManagementRegional Data Centers Operations and ManagementOther Data Centers Operations and ManagementDistribution Services Unit Technical Kickoff MeetingThe Contractor shall hold a technical kickoff meeting within 10 days after TO award. The Contractor shall present, for review and approval by the Government, the details of the intended approach, work plan, and project schedule for each effort. The Contractor shall specify dates, locations (can be virtual), agenda (shall be provided to all attendees at least five calendar days prior to the meeting), and meeting minutes (shall be provided to all attendees within three calendar days after the meeting). The Contractor shall invite the CO, Contract Specialist (CS), COR, and VA PM.Transition Out (Optional Task)Upon execution of this optional task, the Contractor shall conduct analysis, create the strategy, and develop the plans and products needed to successfully transition the provision of services. The Contractor shall:1. Minimize transition impact to the user community.2. Ensure no breaks in service availability.3. Maintain existing service quality and performance levels.4. Ensure a transparent and seamless transition.5. Maintain support and meet delivery milestones of ongoing projects.6. Minimize operations and maintenance (O&M) cost overlaps.7. Ensure that the IT security posture during transition is maintained at current levels without creating gaps and/or vulnerabilities.8. Ensure no service disruption or degradation during transition.The Contractor shall develop and provide a Transition Out Plan covering transition out activities to include strategies and processes needed to maintain continuity of operations and quality of service during the transition in period. The Contractor shall then implement the detailed transition strategies and processes needed to enable at transfer of services from the incumbent service provider to the service platform without disruption to ongoing support levels.? The Contractor shall develop and implement detailed transition. For planning purposes, the overall transition period shall not exceed 60 days. Transition of operational capabilities is to be completed within 60 days.? At the request of the COR, the Contractor shall conduct an inventory of GFE and IT assets; establish management processes and controls; and other tasks the Contractor and/or the COR deem necessary to support the transition process.Deliverable:? Transition Out PlanData Distribution Operations DD214 Data EntryITOPS IO is responsible for reception and data entry of DD214 documents from over 100 Department of Defense (DoD) stations, both in the U.S. and abroad into VA system. Historically, VA has processed up to 400,000 documents per year. Any hard copy deliverables required shall be delivered to the COR/VA PM. The Contractor shall provide services to support the operations of ITOPS IO by completing the following tasks:Obtain hard copy DD214s from the ITOPS IO mailroom and sort them into groups based on length of service, with future dates pulled, disability, and severance pay documents coded, and other incomplete documents pulled and separated.Batch sorted DD214's into groups of approximately 50 records each, attaching headers and assigning batch numbers to the headers.Provide data entry services of all source documents received.Re-Key all incorrect data.Transfer data to ITOPS IO, via electronic File Transfer Protocol (FTP) or similar data transmission method agreed upon by ITOPS IO. Format for delivery shall be in EBCDIC format.Report all out-of-balance accounting, batch, or volume conditions to the COR.Ensure 100 percent accuracy in keying of all batch names.Assure FTP data transfer is complete and accurate.Re-Key all files lost by the Contractor at Contractor expense.Move records and electronic files between Contractor and Government work location. Provide and use containers for secure transporting source documents, and related records and manuals between Contractor and Government workstations.Re-process rejected DD214s daily, to include those rejected for Contractor errors, bad addresses, bad Social Security Numbers (SSN's), missing birthdates, incorrect names, incorrect service dates, additional periods of service, and future date rejects within two business days:Each reject printout shall be matched by the Contractor with the associated rejected DD214 to facilitate re-batching.Once re-batching is complete, the rejected DD214's shall be re-worked by the Contractor until successful processing by Veterans Assistance Discharge System (VADS) or successful update into Beneficiary Identification and Records Locator System (BIRLS).In cases where update into BIRLS is not possible, the respective DD214 shall be pulled by the Contractor and the reason for unsuccessful update highlighted for further investigation.Dispose of successfully processed DD214s in shred containers.Provide a “DD214 Processing” report as a section of the Contractor’s Progress, Status and Management Monthly Report detailing the volume of work completed, volume of rejected DD214s re-worked, and accuracy rates.ITOPS IO Benefits Delivery/Facility Management ServiceDistribution Administrative SupportThe Contractor shall provide distribution services including preparation of hard copy reports, documents, Computer Discs, mail, priority mail shipments. The Contractor shall provide distribution services in support of these operational support requirements. All deliverables shall be delivered to the COR/VA PM as required. The Contractor shall:Prepare and distribute production output to include hard-copy reports, documents, and microfiche. The Contractor shall sort, separate, fold, insert, label, and prepare for packing and mailing.Perform required quality control. Output shall be accurate and released in a timely manner. All errors shall be promptly corrected.Prepare outgoing mail in accordance with U.S. Postal regulations and ITOPS IO instructions.Properly account for and control mail that requires special handling (e.g., Federal Express, Airborne, and Postal Express).Process priority mail shipments utilizing the priority mail Postal meter machine and labeler.Process priority mail shipments utilizing VA contracted priority shipper (currently UPS) computers, printers, labelers, and scales.Close out the priority mail computers at the end of the duty day by running the “End of Day Report”. Prepare, sort, handle and deliver in-house mail to ITOPS IO and tenant organizations. Process undeliverable mail in accordance with ITOPS IO office procedures.Administrative SupportThe Contractor shall provide support to the ITOPS IO within the data center including tasks such as: posting timecards; monitoring Service e-mailbox; distribution of mail, both paper and e-mail; developing travel and training documents; and copying and reproduction. Any hard copy deliverables required shall be delivered to the COR/VA PM.The Contractor shall perform the following:Post timecards daily and close them out biweekly, due the end of each pay period.Review timecards that cannot be processed because of inaccuracies due to typos or incorrect timecard entry; if required, contact the employee or the employee's supervisor to resolve. The Contractor shall perform daily research and correction of discrepancies for employees.Facilitate and schedule appointments, coordinate meetings and reserve conference space for personnel as well as performing meeting set-up and other coordination activities. New, recurring, rescheduling or cancellation of meetings and/or appointments shall be scheduled the same day the request is received.Prepare interoffice correspondence and maintain administrative filing system for the Service with an internal administrative control, e.g. ensure that new information is added to administrative files and databases are maintained and disposition of outdated file materials or transfer files to inactive storage.Prepare and maintain operating and desk procedures, methods, standards, policy memoranda and techniques concerning administrative procedures within the Service, and recommend required changes and adjustment to assure proper and accomplishment of Service goals and objectives.Maintain the Service e-mail box by taking action on each message.Prepare, edit and/or conduct reviews for recurring and one-time reports, suspense items, date sensitive actions and correspondence required for the various functions of the Service. The Contractor shall ensure final documents are routed or mailed to the designated source(s) after receipt of all required concurrence/approvals.Answer the telephone, take messages, respond to routine inquiries, and direct calls to staff. Copy, bind, and collate documents and ensure distribution and mailing. Handle travel arrangements, approximately three times per month, for Service Chief and employees of the Service as needed. The travel arrangements include preparing the travel request. The travel request shall be finalized by Government Service employees after all steps have been taken. Upon completion of travel, complete travel voucher to include: mileage calculation, adherence to proper format, obtaining appropriate finance and supervisor's approval. The travel voucher shall be finalized by Government Service employees after all steps have been taken.Obtain and monitor the use of services/supplies for the Service. The Contractor shall track office supplies, gathering requests for office supplies, answering questions concerning policies and procedures related to office supply services. The Contractor shall ascertain the need of subordinate offices and coordinate tracking requests for office supplies to meet the office's needs.Prepare supply reports, correspondence and fact sheets for use by Service in support of decision making.Support Infrastructure Project ManagementThe Contractor shall support the project management requirements for the technical and facilities infrastructure by providing engineering services to fulfill technical infrastructure and maintenance project responsibilities in support of the ITOPS IO Data Centers. Additionally, the Contractor shall act as the day-to-day liaison for infrastructure and maintenance activities on assigned projects, as required, for maintaining operations of the ITOPS IO facilities. On occasion, the Contractor shall provide back-up coverage to the Engineering Technicians or provide services to other managers within ITOPS IO and its customer base.The Contractor shall:Facilitate activities for the month and coordinate activities for the next month.Prepare correspondence, memoranda and reports required by ITOPS IO standards or other directives provided.Prepare Contractor progress reports.Establish and maintain assigned project files for the Facilities Management Section. Maintenance includes the development and upkeep of spreadsheets to track project schedules, material delivery, project(s) progress, modifications, and cost estimates.Review and report on assigned maintenance activities, and provide engineering technical support on projects.Review invoices for accuracy of progress payment requests, travel and other cost charges on assigned projects. Any resource supporting this activity specifically must have a Non-Disclosure Agreement onfile due to possible exposure to proprietary data. The Contractor shall research inquiries from customers and Contractors on payments. All invoices shall be accepted and approved by Government COR/VA PM(s). Perform engineering and cost analyses related to proposed projects. The Contractor shall research online or other sources for market research information and prepare results for VA PM(s).Review assigned project plan for content, code compliance, cost, schedule, and procedures, ensuring required documentation is included, and provide recommendations for quality assurance on reviewed projects.Meet with Facilities Management Section on a weekly basis to discuss status of work, and meet with VA PMs on an as needed basis to discuss problems and concerns, status of work, changes in assignments or other project related issues.Coordinate receiving final work products on assigned projects for completion, providing punch lists for incomplete projects, and perform follow-up activities until project is approved by COR/VA PM(s). Acceptance of final work products shall be through Government COR/VA PMs. Meet with customers to gather or determine needs, and make recommendations for project tasks and schedule.Schedule and oversee the installation of products, and obtain acceptance and approval from a Government representative. Adhere to TO specifications, office policies and procedures by reporting any noted discrepancies to the responsible Government manager.Financial Support ServicesThe Contractor shall provide financial support services to the ITOPS IO in support of the data centers to include financial administrative support services which support the day to day financial operations of the organization. The Contractor shall:1.Create purchase orders using VA financial systems2.Formulate budget and planning3.Monitor budget execution4.Manage a variety of funding sources (e.g. annual appropriations, construction funding, and franchise fund)5.Create procurements and the related procedures6.Provide financial reports to managementBusiness Continuity Program SupportThe Contractor shall provide Business Continuity Program (BCP) support for Business Continuity Management programs at Infrastructure Operations (ITOPS IO) data centers by organizing and managing Business Continuity (BC) project initiatives. The Contractor shall utilize a Work Breakdown Structure (WBS), to include coordinating routine updates to the detailed information supporting the Business Continuity procedures, which includes:Contact lists, Personnel assignments lists, Hardware and software specifications, Disaster recovery procedures, Application testing procedures, Application infrastructure diagrams, Vital records inventory lists, Off-site backup schedules, The Contractor shall coordinate electronic access to business continuity plans and procedures and administer the ITOPS IO’s software packages containing the BC plans. The Contractor shall coordinate all software installations with the appropriate VA systems administrators and security managers prior to introducing new VA approved software to the ITOPS IO network. The Contractor shall maintain the BCP software including all administrative and security controls at the application level including: Creating user accounts, Establishing and maintaining security profiles in the application,Training users, Monitoring plans, Facilitating planning, Installing software release updates The Contractor shall:Support Virtual Corporation’s Sustainable Planner business continuity management software and create reports using VA’s Crystal Reports. Maintain professional certification such as Disaster Recovery International’s (DRI) Certified Business Continuity Professional (CBCP) certification or equivalent training or experience at the Contractor’s expense.Design and maintain Business Contingency Plans including designing and maintaining the ITOPS IO VA management approved written Business Contingency (BC) plans for emergency preparedness, disaster recovery, and business resumption. The Contractor shall design the format of the plans based on guidance received from ITOPS IO Program office coordinated with COR and with ITOPS IO Government approval, then coordinate the creation, maintenance, and testing of the VA management approved ITOPS IO’s BC plans with the VA stakeholders. Conduct Gap Analysis, including conducting full business continuity gap analysis for all levels of the organization (for each major business function, and for each critical system, the Contractor shall assure that all business continuity steps are conducted includingRisk assessments, Business impact analysis, Continuity strategy development, Plan creation (emergency preparedness, disaster recovery, and business resumption), Required BC training, Plan maintenance, Tabletop testing and/or disaster recovery exercise); The Contractor shall document process weaknesses determined by the analysis and implement process improvements as approved by the COR/VA PM. Conduct tests and exercises including ensuring that all technical components of the Business Continuity plans are successfully tested at least annually, or whenever changes are made to those components. The Contractor shall plan and coordinate at least one simulation exercise a year, involving all critical systems, applications and business units including:An annual test of selected computer systems at the designated hot sites Establishing the testing schedule and coordinating the testing with all VA corporate datacenter offices, other involved Government agencies and offices Documenting and provide to the COR the results of all tests and exercises Identifying and recommending any enhancements to the Business Continuity plans and procedures. Review, analyze and recommend processes and procedures for current VA management approved business processes, directives and handbooks, and other business policies and practices for Infrastructure Operations. All recommendations shall be reviewed and approved by Government representatives prior to implementing any change. Based on Government approval, the Contractor shall establish and implement VA management approved processes relating to BC for the ITOPS IO data center hot sites. The Contractor shall also participate in examining and if necessary reengineering existing VA management approved processes to improve ITOPS IO DCO.Provide training and awareness including establishing, implementing, monitoring and tracking training for all VA personnel with specific Business Continuity responsibilities, and report training status to ITOPS IO management. Execute emergency procedures including providing 24x7x365 on-call support for any emergency which may require activation of all or part of the Business Continuity plans in the event that activation is required, serving as liaison between the Crisis Management team (i.e. senior management) and the Business Continuity teams (i.e. the teams recovering operations at the alternate facilities and the teams restoring operations at the alternate workspace recovery site). Maintain VA Sustainable Planner Software including managing the BCM program utilizing VA Sustainable Planner software for core documentation, planning, and audit compliance. Business Services Program SupportThe Contractor shall provide Business Services Program support for business office operations at Infrastructure Operations (ITOPS IO) data centers by creating and continually monitoring customer agreements. The Contractor shall:Prepare agreements, modifications, rough order of magnitude estimates, and other business documents.Continually monitor agreements and projections, including researching variances and documenting revised projections in monthly variance reports.Research and respond to customer inquiries regarding agreement estimates, invoices, business documents, and other business related matters as necessary.Gather and analyze data for annual business planning process. Provide/report timely and accurate status updates for assigned tasks, to include agreement and modification logs, and change orders.Maintain the financial database.Participate in special projects related to business office operations. SECURITY MANAGEMENT (FFP)The Contractor shall perform support services within the ITOPS IO Security Management Division. This division is charged with establishing a centralized security program to address security with ITOPS IO’s projects. As required within the sub-tasks below, the Contractor shall provide 24X7X365.Some security tasks are currently accomplished utilizing various tools, technologies, and processes that are not standardized across ITOPS (i.e. AITC, HITC, PITC, QITC, CITC, Regional Data Centers, Business Partner Extensions, External Cloud environments). Not all IT security functions are currently managed under a standardized set of processes and technologies or in a centralized format. In some cases, more than one process exists for a single function, i.e. access requests. In other cases, while a process or security system exists, its use is not commonplace at all applicable sites.The Contractor shall perform systems security tasks, described below, including System Access Management; Enterprise Risk Management; Information Assurance Service Line; Technical Security; and Vulnerability Assessment.For informational purposes related to widespread support required, historically, the systems security tasks are supported by the below Full Time Equivalent (FTE) positions:Austin, TexasSecurity Analysts, SeniorSystem ArchitectSoftware/Systems Architects, SeniorSecurity AnalystsCyber Security Specialists, SeniorTechnical WriterTechnical Writer/Editor, SeniorSystem Administrator, Senior Hines, Illinois Security Analysts, SeniorPhiladelphia, Pennsylvania Security AnalystsMartinsburg, West VirginiaSoftware/Systems Architects, SeniorITOPS IO System Access MonitoringITOPS IO Systems Access Monitoring requires coverage to manage the security tools and the growing access security monitoring responsibilities across ITOPS IO in order to secure Veteran’s data and important VA systems. To meet the growing and complex demands for identity monitoring, management and access controls across the datacenters and other data storage facilities in the VA, ITOPS IO Systems Access Monitoring will incorporate identity and access management and monitoring tools that interconnect these datacenters and data storage facilities. The applications within VA requiring authentication continues to grow at an exponential rate requiring Access Monitoring to stay up to date on identity and access management and monitoring tools along with other security tools. The Systems Access Monitoring support is to be centralized at AITC with tools implemented across ITOPS IO.ITOPS IO Systems Access Monitoring will implement a uniform process for access monitoring across the datacenters and data storage facilities. This identity monitoring solution is to consolidate existing monitoring solutions from IBM and Bull Mainframes, Active Directory, Unix LDAP and DMZ Microsoft and UNIX systems. This solution will incorporate the centralization of access monitoring within the existing Active Directory domains, DMZ’s, mainframes, wireless, network devices, storage area networks, applications, portable devices, and the various virtualization architectures that currently exist in ITOPS IO and VA. System Access Monitoring incorporates accountability and control to our privileged users in ITOPS IO. The Privileged Identity Management (PIM) solution streamlines the administration and recording for privileged user session. The PIM solution monitors elevated privileges within IBM and Bull Mainframes, databases, DMZ, virtual environment, Microsoft Active Directory and UNIX systems across ITOPS IO to mitigate risk and facilitate compliance by controlling how privileged users access and use enterprise systems and data across ITOPS IO and VA.In support of these efforts, the Contractor shall work in a variety of mainframe areas such as z/OS and z/VM operating and systems software, IBM mainframe hardware. In addition the Contractor shall work closely and communicate with all levels of management, end users, programmers, analysts, database, and network administrators to provide security tasks including access monitoring, technical writing, and mainframe security for ITOPS IO mainframes and systems as described in the tasks below.Technical WritingThe Contractor shall provide technical writing support to include:Reviewing and updating on an annual basis approximately 30 ITOPS IO Security policies to ensure written policies correctly reflect VA security policy updates. All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to any updates. Maintaining on a quarterly basis Plans of Action & Milestone (POA&M) ITOPS IO Directive – HandbookUsing ITOPS IO currently installed version of Microsoft Word, Excel, Visio, PowerPoint, SharePoint and other ITOPS IO currently supported tools used for documentation (approximately 900) such as any specific configuration instructions, specifications, hardware and software requirements, implementation plans, version description, interface requirements/guide, administrative support guide, troubleshooting guides, user/analyst guide and physical and logical layer diagrams as necessary. This would be supporting approximately 300 applications with approximately three (3) different documents for each application.Mainframe Security The Contractor shall provide 24x7x365 mainframe security support. The Contractor shall:Support role-based, security, individual accountability, certificate management, controlled sharing of data, data classification, extensive auditing and reporting, decentralized or centralized administration, administer security through Transaction Server Operation (TSO), batch, Customer Information Control System (CICS), Information Management System (IMS), CA Identity manger and CA Web Administrator for up to Top Secret classifications.Oversee and monitor environments including z/OS UNIX and mainframe LINUX and RACF. Monitor and present security concerns to VA counterpart on IBM and Bull systems, other ITOPS IO platforms and the CA-Top Secret application in all ITOPS IO environments. Ensure customers of the IBM and Bull Mainframes and related systems have the appropriate access and least privileged access to complete their duties and responsibilities.Conduct audits and provide metrics to VA data center or facility senior management for approximately 350 systems.Review performance of the software security systems and provide recommendations to VA counterpart for improved performance annually.Manage security incidents, analyze risks, and restore data as required after incidents for approximately 100 security incidents per year.Review, and recommend updates to ITOPS IO security policies for the IBM and Bull Mainframes. All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to any updates Respond to customer requests and data calls.Follow established change order processes.Document procedures for all security requirements in accordance with the provided VA established guidelines and regulations.Create or review Standard Operating Procedures (SOPs) for mainframe security against VA and ITOPS IO regulations annually.Develop and produce the following reports on a quarterly basisQuarterly Review of Payroll and Accounting Integrated System (PAID)Quarterly Review of Financial Management Systems (FMS) Production AccessMonthly Review of Insurance Payment Systems (IPS) Top Secret Users AccessKeep mainframe security documents up to date by utilizing ITOPS IO standard software and other ITOPS IO supported tools on an annual basis. Documents may include configuration instructions, specifications, hardware and software requirements, implementation plans, version description, and interface requirements/guide, administrative support guide, troubleshooting guides, user/analyst guide and physical and logical layer diagrams as necessary.Recommend policy and procedures to VA counterpart for standardization access across ITOPS IO for approximately 30 policies/procedures and on an annual basis. Deliverables:Quarterly Review of Payroll and Accounting Integrated System (PAID)Quarterly Review of Financial Management Systems (FMS) Production AccessMonthly Review of Insurance Payment Systems (IPS) Top Secret Users AccessAccess ManagementThe ITOPS IO Access Monitoring group relies on advanced tuning of existing IT security products to monitor, detect, protect, and forward critical security alerts to the ITOPS IO Technical Security group, Enterprise Service Desk (ESD), and Information Security Officers (ISOs) on alerts related to VA compliance policy violation and any other IT Security related issues that needs attention during normal working hours and after hours. The ITOPS IO security network will be interconnected among the different data centers (i.e. AITC, HITC, PITC, QITC, CRRC, Terremark) in a separate private security network. Each data center’s security network will be separated by a firewall to only allow other data center security network connectivity using VA’s existing network. This allows for the separation of environments to keep event log data as required by policy to where only designated INFOSEC personnel have access into this security network from the various ITOPS IO network locations. This ITOPS IO Information Technology Center (ITC) security network will also provide the redundancy needed for security network and security tool availability. ITOPS IO security tool standardization will be implemented along with the technical security processes that are in place at AITC. The centralization of security tools, processes and incident handling provides the in-depth security posture and metric information needed for the datacenter environments. Standardizing on these tools may require additional training for other security staff at the sites.In support of these Access Monitoring efforts, the Contractor shall: Write scripts in command line format for DOS and UNIX systems to write policy within the PIM solution.Establish controls to ensure an accurate and timely development and/or change to PIM policies, configure endpoint customize/setup PIM connectors, understand data base structures, network, firewalls, and develop/support JAVA and PERL. All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to any updatesPerform assessments and compliance activities using central managed access monitoring tools to monitor operation systems, network devices, databases and applications assessments.Perform real-time access monitoring protection, detection and log analysis using PIM solutions, CounterBreach, dbNetworks, or equivalent sensors centrally managed providing access awareness and vulnerability intelligence.Ensure security controls comply with VA standards and policies.Follow established change order processes.Document procedures to VA counterpart for all security requirements in accordance with established guidelines and regulations.Create or revise Standard Operating Procedures (SOPs) for access monitoring in accordance with VA and ITOPS IO regulations security tools onsite on a quarterly basis.Develop and produce reports on daily, quarterly, and/or annually basis for access to ITOPS IO networks and information.Generate specific compliance, risk, and deficiency reports (weekly, monthly and adhoc) to support system security monitoring and management decision process.Prepare and conduct status briefings to VA data center and facility senior managers.Keep records and documents up to date utilizing ITOPS IO standard software and other ITOPS IO supported tools. Documents may include configuration instructions, specifications, hardware and software requirements, implementation plans, version description, and interface requirements/guide, administrative support guide, troubleshooting guides, user/analyst guide and physical and logical layer diagrams as necessary.ITOPS IO Risk Management (RM)The RM group provides risk services support and plays a key role in meeting VA’s operational security and compliance requirements. IT Audit ManagementThe Contractor shall provide audit management support approximately yearly Office of Inspector General, Internal Revenue Service, Government Accountability Office, and Payment Card Industry related audits. The Contractor shall:Provide full range of coordination activities and documentation for ITOPS IO external/internal compliance audits and assessments. The Contractor shall:Develop, maintain and update audit standard operating procedures (SOPs). All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to finalizing any updates. Provide general audit planning and coordination (including site scheduling, entrance/exit briefs, observation meetingsCoordinate and document activities of auditors and ITOPS IO resources for the Provided By Customer (PBC) requests through the use of email and online tracking tools.Coordinate and document activities of auditors and ITOPS IO resources for audit interview scheduling.Coordinate and document activities of auditors and ITOPS IO resources for audit interview oversight by attending interviews and documenting interview conversationsCreate and publish audit management reports and metricsCoordinate and document responses to audit draft report findingsCoordinate and document responses to audit final report findingsIT Risk Management1. Maintain the ITOPS IO Authorization to Transfer Sensitive Data (ATSD) process. All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to any updates required below:a. Maintaining/updating ATSD SOPs b. Maintaining/updating ATSD training materialsc. Maintaining/updating ATSD templates and formsd. Reviewing submitted ATSD documentatione. End-to-end process coordination of individual ATSDsf. Creating and publishing ATSD management reports and metricsg. Maintaining online library of individual ATSD documents2. Perform ITOPS IO Risk Register tasks on a weekly or as needed basis, including:a. Maintaining online library of identified risksb. Managing and monitoring risk responses, follow-up and resolution of risksc. Creating and publishing risk register management reports and metrics 3. Perform ITOPS IO Findings Management activities. All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to any updates required below:a. Maintaining/updating Findings Management SOPs b. Maintaining/updating Findings Management training materialsc. Maintaining/updating Findings Management templates and formsd. Reviewing submitted Findings Management documentatione. End-to-end process coordination of individual Findings Managementf. Creating and publishing Findings Management management reports and metricsg. Maintaining online library of individual Findings Management documentsSecurity Reporting and MetricsPerform ITOPS IO Security metrics development and reporting activities on a weekly, monthly, and quarterly basis depending on the report window and for approximately 10 ad-hoc reports per week. All changes shall be provided to COR/VA PM or VA stakeholder for review and approval prior to any updates required below:Define measurements to gauge the effectiveness of information security operations in the environment of VA, IO, and systems hosted within IO locations. Gather data from applicable sources; analyze the data and compare against established benchmarks and targets. Create debrief vehicle such as PowerPoint presentation, dashboard, or diagrams. Present resulting information to leadership and customer stakeholders to aid in decision making, accountability, resource allocations. Develop and maintain internal process documentation, training (videos/presentations) and customer-facing SOP.Maintaining/updating metrics development and reporting templates and formsReviewing submitted metrics development and reporting documentationEnd-to-end process coordination of individual metrics development and reportingCreating and publishing metrics development and reporting management reports and metricsMaintaining online library of individual metrics development and reporting documents.Utilize expert level experience to create custom SQL queries for SQL based database management systems.Utilize expert level experience with reporting platforms, such as Crystal Reports, Cognos, SharePoint BI, JasperSoft, and Business Objects.ITOPS IO Information Assurance (IA) Service LineThe Contractor shall provide 24x7x365 support to the Information Assurance Service Line which provides support for Assessment and Authorization (A&A) processes and Continuous Monitoring ?for? 300+ Minor and Major?applications serving ITOPS IO datacenters as well as expanding?Major application support for Other Government Agencies. Technically, all 300+ A&As are continuously ongoing year around and are part of continuous monitoring.Contractor shall ensure the Contractor-provided analysts maintain subject matter expertise level of a Certified?Authorization Professional (CAP?). on related criteria and guidance such as Federal Information Systems Management Act (FISMA)n, NIST Special Pubs, OMB Memorandum, Privacy Act, HIPAA, applicable VA directives and handbooks IAW 2.0, and local directives and handbooks. the level The Contractor shall:Research and gather data relevant to the development of security artifacts through multiple techniques such as interview or the use of automated tools and data repositories (e.g. CA SDM, Agiliance Risk Vision Governance Risk and Compliance tool, SharePoint, Vulnerability Management Database)Develop and maintain A&A security artifacts and supporting documentation that meets all applicable FISMA, NIST, VA and ITOPS IO criteria to include:System Security PlanContingency PlanRisk AssessmentsPrivacy Impact AssessmentPrivacy Threshold AnalysisIncident response planConfiguration Management PlanSecurity Configurations ChecklistsInterconnection Security AgreementsSelf-AssessmentSecurity Impact AnalysisAct as the customer liaison for A&A processes and related requirements providing timely, courteous and informative Customer Service Coordinate and monitor the progress of vulnerability scanning and compliance testing from NSOC and ITOPS IO Technical SecurityMonitor changes to the application such as key stakeholders, hardware, software, hosting environment using provided tools such as CA Service Desk Manager. Monitor flaw remediation using tools such as Nessus Enterprise Web Tool (NEWT). Analyze and recommend to COR/ITOPS IO VA PM(s) information assurance policy guidance to disseminate to both internal and external customers. Any IA policy guidance changes shall be approved by the COR/VA PM prior to any dissemination.Assess security controls for annual FISMA self-assessment testing through interviewing stakeholders, documentation review, analyzing scan results, and reviewing other audits/reviews for applicable findings.Provide status updates as requested to COR/VA PM(s).Act as liaison to the customer to provide audit support for both internal and external audits and reviews. Review and respond to audit provided by customer requests through COR/VA PM(s).Periodically perform user-acceptance testing of the tools and features within the Agiliance Governance Risk and Compliance (GRC) tool utilized for A&A processes.Perform user-acceptance testing of Standard Operating Procedures and Job Aid materials that are used internally by the Information Assurance Service Line staff.Technical SecurityITOPS IO data centers protect mission critical Veteran data and systems that support the VA mission. The Contractor shall provide 24x7x365 technical security protection in support of these Technical Security efforts.Technical Security SupportThe data center environment requires additional coverage to manage the security tools and the growing technical security responsibilities across ITOPS IO in order to secure Veterans’ data and important VA systems 24x7x365. The ITOPS IO approved Security Monitoring product support process is to deploy a three-shift Technical Security Section for 24x7x365. The Contractor shall provide 24x7x365 support services coverage. The Technical Security support is to be centralized at AITC with tools implemented across ITOPS. 1st Shift - The Contractor shall keep security tools tuned and coordinated with the necessary security posture within ITOPS, and any other locations identified in Section 4.2, Place of Performance, as required. The support services required include analyzing current security tools and datacenter environments to ensure all security environments needing attention get the attention required per policy and customization needed with the different applications or datacenter solutions. The Contractor support 1st shift team shall also handle critical/important day-to-day Change Order management and ITOPS IO project involvement. The Contractor 1st shift team shall also handle current and future security tool architecture design.2nd & 3rd Shifts - The Contractor shall be required to maintain the same general tasking as the 1st shift, but would focus on change order management, after hours Swift Action and Triage (SWAT), after hours Automation Notification Reports (ANR), VA Regional IT Security coordination and service request management related to ITOPS approved Security Monitoring product tasks. Tasks shall include analyzing logs and events from each of the IT Security tools and after-hour security support for immediate customer, ISO and VA NSOC needs, a small percentage of continuous security tool tuning, and maintaining awareness of the changing ITOPS IO environment. Standard Operating Procedure and security guides shall also be administered, reviewed and kept up to date by the 2nd and 3rd shift primarily with assistance from the 1st shift as needed.StaffSundayMondayTuesdayWednesdayThursdayFridaySaturdayDay Shift6:00am-3:30pm (CST)6:00am-3:30pm (CST)6:00am-3:30pm (CST)6:00am-3:30pm (CST)6:00am-3:30pm (CST)Day Shift8:00am-4:00pm (EST)8:00am-4:00pm (EST)8:00am-4:00pm (EST)8:00am-4:00pm (EST)8:00am-4:00pm (EST)1st Shift8:00am-6:00pm (CST)8:00am-6:00pm (CST)8:00am-6:00pm (CST)8:00am-6:00pm (CST)1st Shift7:00am-5:00am (CST)7:00am-5:00am (CST)7:00am-5:00am (CST)7:00am-5:00am (CST)2nd Shift8:00pm-6:00am (CST)8:00pm-6:00am (CST)8:00pm-6:00am (CST)8:00pm-6:00am (CST)3rd Shift8:00pm-6:00am (CST)8:00pm-6:00am (CST)8:00pm-6:00am (CST)8:00pm-6:00am (CST)Technical Security Group The ITOPS IO Technical Security group relies on advanced tuning of existing IT security products to detect, protect and forward critical security alerts to the ITOPS IO Security Monitoring group, Nation Service Desk (NSD), Information Security Officers (ISOs) and the VA National Security Operations Center (NSOC) on alerts related to VA compliance policy violations, Advanced Persistent Threats (APT’s). Forensics and any other IT Security related issues that need 24x7x365 support.The ITOPS IO security network will be interconnected among the different data centers (i.e. AITC, HITC, PITC, QITC, CITC, Regional Data Centers, Business Partner Extensions, External Cloud environments) in a separate private security network. Each data center’s security network will be separated by a firewall to only allow other data center security network connectivity using VA’s existing network. This allows for the separation of environments to keep event log data as required by policy to where only designated INFOSEC personnel have access into this security network from the various ITOPS IO network locations. This ITOPS IO Information Technology Center (ITC) security network will also provide the redundancy needed for security network and security tool availability. ITOPS IO security tool standardization will be implemented along with the technical security processes that are in place at AITC. The redundancy for each ITC will include Intrusion Protection Systems / Intrusion Detection Systems (IPS/IDS), vulnerability and compliance assessment tools, Security Information and Event Management (SIEM), Web Application Firewall (WAF), dedicated malware protection architecture, Network Access Control (NAC), virtualization security, and the core infrastructure for the security network along with ITC technical security personnel to overlap and provide the 24x7x365 support needed.Incident response procedures and processes at all datacenters are to be unified to complement the security incident response process that the rest of VA uses, including integrating with the NSOC and Field Security. Incident tracking is performed using the NSD and Remedy.The centralization of security tools, processes and incident handling provides the in-depth security posture and metric information needed for the datacenter environments. Standardizing on these tools may require additional training for other security staff at the sites.In support of these Technical Security efforts, the Contractor shall perform the following tasks daily:Perform assessments and compliance activities using central managed vulnerability scan engines to perform operating systems, network devices, databases and applications assessments.Perform collection and analysis of all operating systems logs, network device logs, network flows, intrusion prevention and intrusion detection, vulnerability assessment, network firewall, web application firewall and virtual environment logs and provide centralized correlation, alerting, log archiving, asset discovery and behavior analysis configuration using an IBM QRadar Security Information and Event Manager (SIEM) or equivalent.Perform real-time network and system protection, detection and log analysis using Sourcefire Intrusion Prevention System/Intrusion Detection System (IPS/IDS) or equivalent sensors centrally managed with Sourcefire Defense Center console or equivalent providing network awareness and vulnerability intelligence.Perform web application vulnerability assessments and reporting using web application assessment software, which also provides web application security intelligence to the Web Application Firewall solution.Perform real-time web application protection against SQL injection attacks, malicious bots, zero-day attacks, data loss and defacement protection and any other Web Application attacks that exist including Payment Card Industry Data Security Standard (PCI DSS) compliance using Web Application Firewall technology. PCI compliance and reporting is performed by VA.Perform end user device threat containment and access control to ensure VA security policies and restrictions in the Information Technology Center network using Network Access Control technology are adhered.Perform real-time network and system malware protection, detection and log analysis using Malware Protection System. Prepare and conduct status briefings and resolve issues in support of senior managers and VA leadership upon request from COR/VA PMs.Review and maintain Standard Operating Procedures for the Intrusion Prevention Systems Intrusion Detection Systems (IPS/IDS), Security Information and Event Manager (SIEM), Vulnerability assessments using Tenable Security Center or equivalent, Incident Response, Web Application Firewall (WAF), VMware or equivalent, Network Admission Control Systems (NAC), Malware Protection System (MPS) and any other ITOPS IO Technical Security activities and processes that may need SOP’s reviewed and maintained.ITOPS IO Security AnalyticsITOPS IO Technical Security Service Line provides IT Security threat reporting and analytics on IPS/IDS, SIEM, Web Application Firewall (WAF), Malware Protection System (MPS), Network Admission Control Systems (NAC) and IT Security threat information to ITOPS IO, ITOPS IO customer and other VA national groups. The Contractor shall provide SWAT, NSD ticket reporting along with any daily, weekly and monthly reports to maintain the same general tasking and service request management related to ITOPS IO Security Monitoring and Scanning (SM&S) reporting tasks.In support of the ITOPS IO security analytics efforts, the Contractor shall provide the following support services including:Conversion, culling, and creation of electronic ITOPS IO IT Security threat data from IPS/IDS, SIEM, WAF, MPS, NAC, and Vulnerability data into manual or automated reporting.Preparing ITOPS IO IT Security threat reports per client specifications.Customizing automated dashboards for internal ITOPS IO use, IO customer use and VA use.Using automated IT Security dashboard tools similar or equal to Governance Risk and Compliance (GRC) Security Operations Management or GRC IT Security Threat reporting.Technical Security Data Center Vulnerability AssessmentThe ITOPS IO Technical Security Service Line Managers dedicated vulnerability assessment group handles the data center credentialed vulnerability scans. This infrastructure will operate virtually in a VMware infrastructure for all ITOPS IO data center sites managed by ITOPS IO Technical Security personnel. In support of Technical Security Data Center Vulnerability Assessment efforts, the Contractor shall:Conduct IG and NSOC identified scanning vulnerabilities in accordance with VA Directive 6500 Handbook or any other updated VA Directive Handbook.Participate in Initial group discussions or meetings.Maintain vulnerability trend data for VA leadership and VA Regional reporting.Administer the VMware, NetApp storage, tenable appliances, scanning jobs, modification of scan schedules and Security Center management.Manage data center vulnerability assessment projects and status provided to COR or assigned VA PM; the assessment projects align to VA Plans of Action Milestones related to resolving the organization’s material weakness. Provide monthly reports on all data center vulnerability assessment activities and deliver to COR or assigned VA PM(s) as required Monitor and manage the DR system and/or environment.Perform VMware administration activities Manage and coordinate implementation and installation activities, including implementing of agency vulnerability management processes between scanning and presentation for remediation.Design and develop the web portal API to manage the various aspects of tenable vulnerability activities across the data centers.Application AdministrationAudit and Risk Management Application / Web DevelopmentThe Contractor shall provide development and application support activities for templates (project and publishing) based on customer provided specifications. The Contractor shall:Support server level access to perform application upgrades, patching and health maintenance.Provide advanced skill level expertise in HTML/HTML5, CSS and Java Script, which this work requires.Perform Programming/Coding/Scripting in one of the many server-side frameworks (i.e. Java, Tomcat, XML, Groovy Scripting, Velocity scripting, WebSphere).Support web services APIs for most applications, databases, files, and out-of-the-box smart connectors.Apply advanced knowledge of publications by NIST.Support application development for configuration and maintenance purposes.Audit and Risk Management Reporting and Dashboard DevelopmentThe Contractor shall provide audit reporting and dashboard development. The Contractor shall:Create, maintain and generate complex and ad hoc reports and dashboards for ITOPS IO, utilizing expertise in reporting for IT security and risk management. Work with internal ITOPS IO users and ITOPS IO management to gather requirements and generate a wide variety of status and compliance reporting of information for IT security and risk management. Work with external ITOPS IO sources/customers, such as VA OIS reporting staff, to provide monthly reports to OMB and as otherwise required by FISMA. Utilize expert level experience to create custom SQL queries for SQL based database management systems.Utilize expert level experience with reporting platforms, such as Crystal Reports, Cognos, JasperSoft, and Business Objects.Keep track of all dashboard/reporting jobs submitted to the server, including jobs that are running, scheduled to run, finished, or failed.Provide views and reports on when jobs are scheduled, queued, started, finished, and failed, as well as the job output and the final status of the job.Application Customer SupportThe Contractor shall provide application customer support in accordance with NIST Service Level Agreements. The Contractor shall:Field all incoming calls, instant messages, and email requests for support.Resolve end-user issues concerning browser and access issues.Research higher level end-user issues, create tickets and assign to application administration group.Review all requests for access following current processes for access enablement.Perform hourly monitoring and recording of application production environment health.Support any other areas identified as needing customer service support.Application System Technical WritingThe Contractor shall provide technical writing support for RM application systems. The Contractor shall:Support the implementation of new projects and upgrades to existing projects by developing and delivering technical documentation for the projects. All documentation shall be provided to the VA data center or facility stakeholderEstablish meeting locations, shared workspaces, agendas and meeting records. Use ITOPS IO currently installed version of Microsoft Word, Excel, Visio, PowerPoint, SharePoint and other ITOPS IO currently supported tools to produce documentation. Develop and maintain documents that may include installation, modification, administration support guides, version description, interface requirements/guides, administrative support guides, troubleshooting guides, user/analyst guides, physical and logical layer diagrams and other necessary documentation. All documentation shall adhere to identified VA technical publication standards.Maintain document libraries in the ITOPS IO SharePoint or other libraries used for documentation.Management AnalyticsThe Contractor shall provide onsite support and shall have access to Remedy and the Help Desk system for issues or will be assigned action items prioritized by the Regional Directors (RDs) in coordination with the COR. The Contractor will be assigned work covering vulnerability remediation through established national and regional change control documentation systems.The Contractor shall provide support Tier Levels:? Level 1 - Identification of incidents, first point of contact; diagnosis, escalation, andresolution based on documented processes and procedures.? Level 2 - First point of escalation; provides guidance and instructions to Level 1support on diagnosis and resolution. This level takes ownership of incidents wheresubject matter expertise and experience is required for diagnosis.? Level 3/4 - Change to a component is required for resolution (i.e., code change,hardware replacement, vendor support, etc.).The Contractor shall provide on-site Tier 2 and Tier 3/4 support at VA facilities to remediate security threats and vulnerabilities in the field. Each region shall achieve a 98 percent or greater remediation rate. The 98 percent or greater remediation rate includes both fixes and creation of Plans of Action and Milestones (POAMs). The backlog will be prioritized and managed by each Regional Office. The Regional Directors will assign the severity levels (severity code) to security threats and the threats backlog. Vulnerability remediation will generally be tracked through the issuance of national action items and in response to the National Patch and Vulnerability compliance expectations, including addressing VA’s top 50 identified vulnerabilities (as established by the VA NSOC), response to ad-hoc security incident response (emergency patching, updating, and/or sanctioned configuration changes), addressing monthly Microsoft patching requirements, and addressing critical and high vulnerabilities discovered from monthly Nessus scanning. Baselines developed will be applied enterprise-wide.The Contractor shall provide on-site support including:System AdministrationDesktop Support Peripheral Support Information SecurityNetwork ManagementNetwork SecuritySecurity AnalysisApplication ManagementApplication AnalysisLocal Area Network (LAN) ManagementData Center ManagementConfiguration ManagementPatch and Vulnerability ManagementLinux, Windows, or VMSVistARed Hat Enterprise Linux (RHEL)Server ManagementCustomer ServiceMicrosoft Certified Desktop Support Technician (MCDST) certificationMicrosoft Certified System Administrator for Windows 7 (MCSA)If providing Apple support, Apple Certified Desktop Technician (ACDT)For on-site support, at VA facilities standard hours of operation, for a normal work day, is Monday through Friday, eight (8) hours within the hours from 6:00 am to 10:00 pm, locations local time, as coordinated with the Government official at that site. Flexible work hours, such as staggered shifts, shall be required to meet the standard hours required above by facility.In addition, Contractor performance may require the utilization of onsite support during non-standard hours of operation, including 24/7 operations, to respond to established scheduled maintenance activities that cannot be performed during standard hours since minimal interruption of service to VA staff or systems is required. The Contractor shall be required to adjust resource support accordingly as overtime will not be reimbursed under scheduled maintenance occurrences.The Contractor may be required to provide on-site support under emergency circumstances, which are outside the scheduled maintenance occurrences, in the interest of preserving VA business continuity, and will not be reimbursed on an overtime basis. The Contractor shall support the following task:Respond to and resolve tickets and deliver a Ticket Resolution Report that includes the trends of ticket requests, a list of ticket requests, the resolutions proposed, and resolved tickets. The ticketing systems in use are Remedy and Service Desk Manager along with regionally established change control and workload tracking system such as Serena. Implement patches and implement corrective actions needed to mitigate security risks and vulnerabilities and deliver a Patch Implementation Report that includes the list of implemented patches and corrective actions taken to mitigate security risks and vulnerabilities.Support the implementation of IT policies, procedures, and system controls.Deliver a Business Line Issue Report that Identifies any IT-related deficiencies based on scans or other IT assessment tests or techniques.Perform a gap analysis and identify any unresolved tickets or deficiencies. Document the gap analysis in a Gap Analysis Report. All reports shall be delivered to COR/VA PM.The Contractor shall meet the following service level agreement (SLA) for the Tier 2 and Tier 3/4 support:Severity Code Customer Impact Response to Customer Resolution GoalCriticalSerious consequences resulting in loss of highly sensitive data, functions equipment/facilities, or the reputation of the VA could impair operations for an indefinite amount of time (e.g., production system unavailable) impacting multiple usersWorkarounds are not in place preventing further impact 15 minutes 0-2 business hoursHighSignificant impact to operations (e.g., production system delayed) impacting 1-5 Users Workarounds may be in place but could severely impact business flow 1 hour 2-4 business hoursMediumLittle impact to continuation of operations (e.g., production and pre-productionenvironments available) Workarounds may be in place preventing further impact 4 hours 4-8 business hoursLowNo impact to continuation of operations Workarounds may be in place preventing further impact 6 hours 3-5 businessdaysContractors shall comply with an existing CCB that may exist at the respective Regional areas to track remediation of prioritized vulnerabilities. Remediation responsibilities will be assigned via the work order ticketing system and/or approved change management orders. VA will use established vulnerability compliance performance metrics as outlined in action item issuance, performance measures, policy, and FISMA compliance. Vulnerabilities discovered via monthly predictive scanning shall be patched,removed, or otherwise covered by a risk based decision due to baseline conflict within the days specified in the national monthly Action Item Report.The Contractor shall include details specific to each VA facility in the Weekly Activity Report.Deliverables:ITOPS Ticket Resolution ReportITOPS Patch Implementation ReportITOPS Business Line Issue ReportITOPS Gap Analysis ReportTier 2 Onsite SupportThe Contractor shall provide onsite desktop technical and security support services.The Contractor shall provide these onsite support services on a daily basis during standard hours of operation. The Contractor shall:Provide workstation, laptop, and printer hardware and software support/troubleshooting, imaging, and patching.Test and image desktops and laptops using Microsoft Operating System Deployment using the VA provided images.Maintain and troubleshoot software and computer peripherals.Set up and configure all workstation, laptop, and printer hardware according to VA standards and baselines.Ensure all open tickets requiring follow-up work and/or calls are resolved within 48 hours. For tickets requiring follow up work greater than 48 hours as agreed to by COR/VA PM, the severity of the incident shall establish tracking of ticket completion which shall be recorded in the ticketing system.Update security documents that adapt VA protocols to be in compliance with NIST guidelines (e.g., NIST SP 800-53, Revision 4 control families).Use Nessus, SCCM, SCOM, and SQL reports and product logs to locate workstations and servers that have inventory, deployment, patching or other issues, and then use provided scripts, tools, and vendor products to troubleshoot and resolve the issue and verify resolution.Build and deploy packages and maintain collections using SCCM.Provide specific vulnerability remediation support for all devices, including laptops, workstations, printers, and network devices (including mobile devices), based on the Regional Director’s priorities, and remediate 98 percent of all new vulnerabilities.Provide onsite or remote as agreed upon by COR/VA PM, patch and vulnerability support using SSCM and other tools. This includes MS patching, Nessus scan remediation, unauthorized software remediation, baseline image deficiencies, etc.The Contractor support shall include:Analysis of Tenable Nessus scan results.Vulnerability remediation as required by the Regional Director or designee that cannot be done in an automated fashion according to VA standards.Coordination with stakeholders as needed to remediate the user system or server.Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop, prioritizing systems infected with viruses.Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop prioritizing systems infected with viruses.Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determine the probable cause of the issue, and take the appropriate intervention action(s) to restore the Windows and Macintosh desktop/laptop to operational status.Support the MAC operating system and various Apple tools and applications.Provide operating system updates for Windows and Macintosh desktops/laptops.Provide graphical user interface-level instruction or demonstration with Mac OS X Server configuration and server administration for VA staff.Tier 3/4 Onsite SupportThe Contractor shall provide on-site, expert technical and security support services and resolve issues that cannot be resolved by Tier 1 and Tier 2 support.The Contractor shall provide:Workstation administration and patchingServer administration and patchingVirtualization (VMware or HyperV)Advanced SCCM (reporting and installing software packages/patches)E. IBM Endpoint Manager (BigFix)Microsoft Excel fluency, including pivot tablesVulnerability scanning (Nessus or similar)Networking: Local Area Network (LAN), Wide Area Network (WAN), TCP/IP, DNS, DHCP, subnets, CIDRAdvanced Active Directory administration and maintenance, domain administration-level experienceDatabase fundamentals (Microsoft Access or SQL Server), including reports and queriesScripting (Microsoft PowerShell preferred)Server imaging, developing standard images, automated deploymentMicrosoft Certified System Administrator for Windows 7 and Windows 8 (MCSA)Microsoft Certified System Engineer (MCSE)If providing Apple support, Apple Certified Mac Technician (ACMT), Apple Certified Support Professional (ACP), and Apple Certified System Administrator (ACSA)The Contractor shall support:Providing network infrastructure support:Resolve vulnerability issues on network systems (routers, switches, etc.)with both Tier 1 and Tier 2 personnel.Resolve network equipment vulnerability issues as outlined by the Regional Director or designee.3. Work with VA staff on baseline compliance by all regional network equipment.Continuously remediate security deficiencies on VA’s network infrastructure, as identified in the VA NSOC’s Nessus scans.Providing Cisco support with Cisco certified resources and certifications must be kept up to date and current. Provide Windows and Linux systems support:Remotely resolve vulnerability issues on servers and workstation systems with both Tier 1 and Tier 2 personnel.Resolve server and desktop vulnerability patching issues for each month’s Microsoft Security Patch Change Orders.Ensure servers and workstation systems conform to VA baselines.Remediate and test a solution implemented for specific vulnerabilities as required by the Regional Director or Designee.Continuously remediate and test solutions implemented for security deficiencies on VA’s network infrastructure, database platforms, and web application servers, as identified by NSOC’s Nessus scans.Ensure that Microsoft Certified System Engineer (MCSE), or equivalent, certifications are up-to-date and current.Ensure that Microsoft Certified Solutions Associate (MCSA) and Security + and/or Certified Information Systems Security Professional (CISSP) and/or Certified Information Security Manager (CISM), or equivalents, certifications are up-to-date and current.Ensure that Cisco Career IT Certification known as CCNA and CCNA Security, or equivalents, certifications are up-to-date and current.ITOPS INFORMATION ASSURANCE (IA) SERVICE LINEFor informational purposes related to widespread support required, historically, the systems security tasks are supported by the below Full Time Equivalent (FTE) positions:Austin, TexasSecurity Analysts, SeniorCyber Security Specialist, Sr. The Contractor shall provide 24x7x365 support to the Information Assurance Service Line which provides support for Assessment and Authorization (A&A) processes and Continuous Monitoring ?for? 300+ Minor and Major?applications serving ITOPS IO datacenters as well as expanding?Major application support for Other Government Agencies. Technically all 300+ A&As are continuously ongoing year around, part of continuous monitoring.Contractor shall ensure the Contractor-provided analysts maintain subject matter expertise level of a Certified?Authorization Professional (CAP?). on related criteria and guidance such as Federal Information Systems Management Act (FISMA)n, NIST Special Pubs, OMB Memorandum, Privacy Act, HIPAA, applicable VA directives and handbooks IAW 2.0, and local directives and handbooks. the level The Contractor shall:Research and gather data relevant to the development of security artifacts through multiple techniques such as interview or the use of automated tools and data repositories (e.g. CA SDM, Agiliance Risk Vision Governance Risk and Compliance tool, SharePoint, Vulnerability Management Database)Develop and maintain A&A security artifacts and supporting documentation that meets all applicable FISMA, NIST, VA and ITOPS IO criteria to include:System Security PlanContingency PlanRisk AssessmentsPrivacy Impact AssessmentPrivacy Threshold AnalysisIncident response planConfiguration Management PlanSecurity Configurations ChecklistsInterconnection Security AgreementsSelf-AssessmentSecurity Impact AnalysisAct as the customer liaison for A&A processes and related requirements providing timely, courteous and informative Customer Service Coordinate and monitor the progress of vulnerability scanning and compliance testing from NSOC and ITOPS IO Technical SecurityMonitor changes to the application such as key stakeholders, hardware, software, hosting environment using provided tools such as CA Service Desk Manager. Monitor flaw remediation using tools such as Nessus Enterprise Web Tool (NEWT). Analyze and recommend to COR/ITOPS IO VA PM(s) information assurance policy guidance to disseminate to both internal and external customers. Any IA policy guidance changes shall be approved by the COR/VA PM prior to any dissemination.Assess security controls for annual FISMA self-assessment testing through interviewing stakeholders, documentation review, analyzing scan results, and reviewing other audits/reviews for applicable findings.Provide status updates as requested to COR/VA PM(s).Act as liaison to the customer to provide audit support for both internal and external audits and reviews. Review and respond to audit provided by customer requests through COR/VA PM(s).Perform user-acceptance testing of Standard Operating Procedures and Job Aid materials that are used internally by the Information Assurance Service Line staff.SYSTEMS ARCHITECTURE SERVICES (T&M)For informational purposes related to widespread support required, historically, VA has accomplished the systems architecture services below with support by the following Full Time Equivalent (FTE) positions:Austin, TexasApplication/System Analyst, Sr.Business Process TechnicianSoftware/Systems Architects, SeniorSystem ArchitectTechnical Writer/Editor, Sr. Hines, IllinoisSoftware/Systems Architects, SrPhiladelphia, PennsylvaniaSystem Administrator, SrMartinsburg, West VirginiaSystem Engineer, Sr.System Administrator, SrSystems ArchitectureThe Contractor shall provide 24x7x365 analytical processes to the planning, design and implementation of new and improved information systems to meet the business requirements of customer organizations across the appropriate shifts to provide24x7x365 (except for Federal holidays) systems architecture support. In support of System Architecture efforts, the Contractor shall:Provide technical analysis including:Perform needs analyses to define opportunities for new or improved business process solutions. Provide results to COR or assigned VA PM.Conduct business process engineering.Gather, describe and document functional and system requirements using processes and methods in a broad range of IT activities and in-depth analysis of IT issues as necessary.Refine system architecture objectives.Develop cost estimates for new and modified systems and identify risks and assumptions. Provide to COR or assigned VA PM.Conduct feasibility studies and trade-off analyses. Analysis must be completed in the context of local, national and federal architectural standards. Deliver studies to COR or assigned VA PM.Prepare business cases for the application of IT solutions.Ensure the integration of all systems components, e.g., procedures, databases, policies, software, and hardware; planning systems implementation.Ensure the rigorous application of information security/information assurance policies, principles, and practices to the systems analysis process.Participate as a systems analyst/solution architect on various VA projects.Meet with customers, VA technical staff and management through in-person and remote settings.Present information formally and informally, including business cases, systems designs, technology briefings and training to a variety of audiences.Keep System Architecture documents up to date by utilizing ITOPS IO currently installed version of Microsoft Word, Excel, Visio, PowerPoint, SharePoint and other ITOPS IO currently supported tools used for documentation, as necessary. Documents may include specific configuration instructions, specifications, hardware and software requirements, implementation plans, version description, interface requirements/guide, administrative support guide, troubleshooting guides, user/analyst guide and physical and logical layer diagrams as necessary.Use the standard ITOPS IO change management system to obtain new work assignments, update status and store work products as necessary.Veterans Benefit Administration (VBA) Transformation to Development-Operations (DevOps) Integrated ProcessThis task requires applying analytical processes to the planning, design and implementation of a new and improved VBA Transformation to Development-Operations (DevOps) integrated process to meet the portal to payment requirements of Veterans benefits customer organizations. VBA Transformation is a VA IT initiative to end the compensation and claims backlog within the VBA IT systems. OI&T’s plan is to migrate from three (3) focus areas (development, integration, and production) to a DevOps collaborative organization. DevOps is an industry best practice and is the next evolutionary step in the incremental agile development methodology ensuring excellence in both delivery of IT capability and production operations. This change will ensure that VA is providing the best service and support to Customers through its VBA IT systems.The Contractor shall provide certified Lean Six Sigma (LSS) Master Black Belt and Black Belt, and a Subject Matter Expert (Analyst) to conduct Value Stream Mapping and Analysis within the VBA organization and its IT systems when required by the COR. This is an estimated four-month discovery and analysis effort to baseline current state; define development-operations future state; and develop comprehensive prioritized list of recommendations by development-operations process, human capital, IT infrastructure, knowledge management, and information management.In support of VBA Transformation DevOps efforts, the Contractor shall provide support services including to:Manage process improvement projects, using the prescribed Lean Six Sigma methodology and facilitating the respective teams in the application of Six Sigma and Lean tools to drive quality improvement and cost reduction across the respective processes.Apply cross-industry and cross-functional leading practice perspectives to business models to diagnose capability gaps and conceptualize potential business model alternatives and information technology (IT) implications.Create a compelling vision, principles, constraints, assumptions and performance metrics and goals that are associated with current and future state business processes. All recommendations shall be provided to COR or assigned VA municate information on current and latest trends and issues in the industry to help pinpoint major opportunities for change to client stakeholders.Provide expertise to conclusion of a project phase. Provide technical trend and best practice knowledge as part of the LSS team. Provide recommendations to COR or assigned VA PM for executive level decisions.Develop strategies and themes for active projects.Create and conduct presentations to key decision makers at the executive level in order to develop and communicates vision and purpose.Provide training in all aspects of Lean Six Sigma body of knowledge. All presentations shall be reviewed and concurred by COR or assigned VA PM prior to presentingManage problem solving efforts, identify barriers to the effective implementation of the Six Sigma process and take the necessary action to resolve or escalate issues/problems.Report as appropriate on project status through the established project tracking system and management/project reviews. Identify gaps and develop plans and governance to implement DevOps across a large scale organization, and for any changes obtain review and concurrence by COR or assigned VA RMATION TECHNOLOGY (IT) ASSET MANAGEMENT TECHNICAL SUPPORT SERVICES (T&M)The Contractor shall provide technical support services to support the IT Asset Management (ITAM) software (SW), hardware (HW), Application, IT Services and Non-IT acquisition support, as well as Business Data Analytics, and ITAM Tools Solution support. For informational purposes related to widespread support required, historically, VA has accomplished the hardware/software/appliance technical support services below with support by:Austin, TexasProgram ManagerProduct Analyst, SeniorSystem Administrator, SeniorApplications System Analysts, SeniorBusiness Analyst, SeniorProgram Analyst, SeniorTechnical Systems Architect, ExpertTechnical Writer/Editor, Sr.Application SupportThe Contractor shall provide support services to include:Updating, analyzing and evaluating the ITAM procurement processes, procedures, and guidance.Updating asset tracking tools, ITAM Tools, CMDB, change orders, and other systems used by ITAM.Review and identify issues in procurement and invoice documents, and keep the COR or assigned VA PM apprised of any issues requiring review and concurrence.Respond to ITOPS IO data calls.Business/Data Analytics ToolsIn support of business/data analytics tools, the Contractor shall:Utilize tools for data analytics to support ITOPS IO Data Calls.Provide process, procedure, and analysis engineering.Provide related automated real-time reports to COR or assigned VA PM.Support IT hardware, software, appliances service call maintenance tool for input. Example of details:Supplier, Vendor, or OEMOEMProduct Name/DescriptionVA PO #(s)Vendor/OEM contract #(s)EOLPOPSupport POCInformation required for supportProvide dedicated business intelligence skills support to produce reports, design, and ensure a common data model. Prior to incorporating a common data model based on the designed model to be used across ITOPS IO organizations, all data models shall be reviewed and approved by COR or assigned VA PM.Utilize tools that will track ITOPS IO awarded contracts. Business and Program SupportThe Contractor shall:Use cost estimators to create overall cost versus benefit assessments.Gather data and conduct data analysis.Liaise between the ITAM office and the ITOPS IO technical users. Integrate and test new solutions.Create business cases to include strategic plans and contingency operations.Plan, analyze and evaluate the effectiveness of operating programs.Use source data to evaluate the effectiveness of programs and business processes.Use qualitative and quantitative analytical skills to assess the effectiveness of the operations.Analyze data to present program status and make recommendations on improving business processes. All recommendations shall be delivered to the COR or assigned VA PM.Software ServicesITOPS IO requires software support and services for Information Technology (IT) “Commercial-Off-The-Shelf (COTS)” software products for all ITOPS IO supported data centers. The specific service varies between COTS products and is defined in the applicable license agreement (i.e., “Right-to-Use (RTU)”, “Subscription-and-Support (SnS)”, or standard support). This task requires support for all IT COTS software products in use or installed within ITOPS IO facilities. Acquisition Support and ServicesThe Contractor shall:Perform software maintenance requirement analysis, maintenance product pricing, and availability/options and provide recommendations to ITOPS IO for COTS software support, license renewals and services when potential “managed licensing” issues or potential errors arise. All status and recommendations shall be provided to the COR or assigned VA PM.Research and resolve issues and coordinate if necessary with the Software manufacturer. Most often these issues will be associated with ITOPS IO operational changes and/or hardware upgrades that cause licensing threshold changes (e.g., Million Instructions Per Second (MIPS), Million Service Units (MSU), Central Processing Unit (CPU)). Consolidate software lists to VA counterpart for each fiscal year and provide 45 days prior to the start of the fiscal year.Perform a monthly review of COTS software that is maintained in the database but not under Contractor maintenance contract.Hardware ServicesITOPS IO requires enterprise hardware maintenance services for the Information Technology (IT) hardware devices and associated peripheral equipment for all ITOPS IO supported data centers. This task requires support for all IT COTS hardware products in use or installed within ITOPS IO facilities. Hardware maintenance agreements are required to keep ITOPS IO hardware operational and at the equipment manufacture operational specifications. VA must retain ownership of all hard disk, storage devices and media. These items shall not be removed from the VA facility.Acquisition Support and Refresh In support of IT hardware support and refresh, the Contractor shall:Support hardware products and notify the COR or assigned VA PM if any products are required to be refreshed. ITOPS IO uses basic standards in the IT industry on end of life (EOL) for hardware assets. The range of IT hardware to be analyzed to determine procurement/refresh requirements includes smart cards, PBX components, switches and routers, racks and cables, desktop and laptop computers, and other IT items needed to perform the ITOPS IO mission.Supply technical input and recommendations on products to ensure the VA is considering the most technically and cost effective approaches to product procurement, replacements and upgrades. All recommendations shall be provided to COR or assigned VA PM for review and concurrence. ? ITAM Tools Solution SupportITAM Tools Database Administration In support of ITAM tools database administration, the Contractor shall:Customize and configure the existing tools implementation within the organization.Provide administration support by setting up roles, configurations (including extended fields) and other related tasks.Load and update IT Asset Management data manually and/or using a data importer tool.Maintain, update and/or create the required support documentation for Operation.Perform the ongoing definition of processes and procedures around the Organization’s IT Asset Management processes. Any changes to processes or procedures shall be reviewed and concurred by COR or assigned VA PM. Provide administration support by troubleshooting issues, maintaining current patch levels, and interfacing with third party vendor support for issue resolution.Utilize a report generator to produce data call reports, Ad Hoc reports, and dashboards.Provide support for the discovery tools to be incorporated with the ITAM Solution for ITOPS IO managed applications.Provide technical knowledge support to the Asset Portfolio Management Administrator.Identify and recommend architect and reengineer solutions. All recommendations shall be provided to the COR or assigned VA PM.Services SupportITOPS IO requires administrative acquisition support for Information Technology (IT) Service Support task orders for all ITOPS IO IT supported pillars. Acquisition Support and ServicesThe Contractor shall:Perform services requirement analysis, market research, and availability/options and provide recommendations to ITOPS ITAM Staff for IT services support.Research and recommend resolutions for issues associated with ITOPS IO operational changes. Consolidate and manage contractor personnel list.Conduct and track Contractor onboarding and offboarding efforts.Track task order obligations and conduct reconciliation of invoices.Support day-to-day physical and logical access services, onboarding and termination of support Contractors employees, identity-proofing and badging, management of physical access control systems.Provide a monthly status of on-going projects summarizing major activities performed during the month, identifying any issues or concerns.Analyze standards and documentation aimed at lowering total support costs. Update the status of problem requests and change-orders for each action to indicate work accomplished for specific requests.Report all potential problems with processes, schedules, user requirements, that affect impact daily operations.TECHNICAL INFRASTRUCTURE SERVICES (T&M)As required within the Technical Infrastructure services tasks below, the Contractor shall provide 24x7x365 across three shifts to provide 24x7x365 (except for Federal holidays where support will be provided on a call back basis).If not stated, support services are required during normal business hours only. For informational purposes related to widespread support required, historically, VA has accomplished the technical infrastructure services below with support by the Full Time Equivalents (FTEs):Austin, TexasUnix System Administrators, SeniorWindows System Administrators, SeniorVMware System Administrator, Senior Database Administrators, SeniorCustomer Service EngineersDeveloper (All levels)Electronic Library AssistantsProgram ManagersNetwork EngineersMainframe Systems AdministratorsCustomer Service TechniciansSoftware/Systems Architects, SeniorNetwork Administrators, SeniorDisaster Recovery ManagerAdministrative/Clerical Assistant IIIDatabase Architect, SeniorApplication AdministratorProduct Analyst, SeniorProgram Analyst, SeniorProject ManagerSoftware Engineer, seniorSystem ArchitectSystem Engineer, SeniorDevelopment ManagerDisaster Recovery AnalystTechnical Applications/Systems AnalystApplications/Systems Analyst, SeniorBusiness Analyst, SeniorCyber Security Specialist, SeniorFunctional Area Expert I, IIRelease ManagerTechnical Systems Architecture, ExpertTechnical Writer/Editor, SeniorWeb Designer, SeniorHines, IllinoisProgram ManagerProject ManagerSystem Administrators, SeniorSoftware/Systems Architect, SeniorPhiladelphia, PennsylvaniaSystem Administrators, SeniorProgram ManagerProject ManagerQuantico, VirginiaSystem Administrator, SeniorFalling Waters, West VirginiaSystem Engineer, SeniorTechnical/Writer/Editor, SeniorSoftware/Systems Analyst, SeniorProgram ManagerWindows SupportWindows Systems Administration The Contractor shall provide 24x7x365 operating system administration across three shifts to provide 24x7x365 (except for Federal holidays where support will be provided on a call back basis) for the current MS supported Windows Operating Systems (OS) including the related software such as Internet Information Services (IIS) with each OS. The Contractor shall provide basic system administration activities and immediate troubleshooting efforts when contacted by the National Service Desk (NSD) to ensure outages or incidents have been identified and are pending resolution within 24 hours for 2000+ Windows servers.In support of OS system administration support the Contractor shall:Use automated TRM approved provisioning tools (Orchestra or equivalent) to install operating systems on virtual servers.Follow exiting SOPsConfigure system and file systems in accordance with SOPs.Configure and implement backup client software.Install layered systems software, such as IIS, .Net, MS-SQL, Apache, Web Logic, Oracle Client, per instructions in SOPs.Maintain existing operating systems.Patch OS on a monthly cycle with defined patch set per SOPs.Monitor and maintain adequate file system space for the operating system and application files.Administer service accounts and passwords.Monitor logs and system error logs. Remediate where skilled; elevate to more experienced administrators where necessary.Implement security hardening requirements and configurations per from VA counterpart instructions outlined in Service Requests and Change Orders.Troubleshoot incidents and problems.Participate in troubleshooting / fault isolation teams to determine problem or issue.Work with other support Contractor maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving the issue, and engage more experienced system administrators to review situation.Correct OS related incidents and problems during coordinated maintenance windows based on instructions defined in ticket and maintenance plan.Support general activities.Perform work tasks as instructed within CA’s SDM change orders, service requests, incident and/or problem municate to project managers, team members, other technical administrators and/or end users the status of work performed and findings with tickets, incidents, and problems.Use administrative tools such as Microsoft System Center Operations Manager (SCOM) and Microsoft System Center Configuration Manager (SCCM) for monitoring and administering Windows servers.Support alternate shifts to include swing and mid shifts. Swing shift begins mid-afternoon and mid shift begins around midnight. The Contractor shall also:Monitor and maintain monthly patching using various system and app logs. Use automated tools for checking on patch status per individual servers.Provide first and second responder action as defined in support SOPs for email and service desk alerts regarding system performance and degradation.Perform a visual check of all hardware components monitoring fault indicator lights and area temperature once nightly.Mid shift shall provide an email at the end of their shift sent to the Windows Team Leads defining any problems, incidents, or major activities that occurred through the night.Windows Systems ManagementThe Contractor shall provide operating system management across three shifts, 24x7x365 (except for Federal holidays where support will be provided on a call back basis) for the current MS supported Windows Operating systems including the related IIS with each OS. The Contractor shall provide basic system administration activities and immediate troubleshooting efforts when contacted by the NSD to ensure outages or incidents are resolved as quickly as possible for 2000+ Windows servers, as well as work on teams with ITOPS IO customers and partners, end users, programmers and analysts, Database Administrators , and application and network administrators.In support of the Windows OS system administration, the Contractor shall:Perform operating system provisioning.Administer the automated operating system provisioning tools (Orchestra or equivalent). Create Standard Operating Procedures (SOPs) outlining how to provision the operating system on new standalone or virtual servers using the automated tools. Provisioning instructions will include virtual servers within VMware or Hyper-V.Configure hardware Redundant Array of Independent Disks (RAID) implementations on RAID controllers and disk storage shelves on standalone servers.Configure and implement host bus adapters (HBAs) for both SAN storage and SAN boot devices.Configure and implement multipath network interfaces.Install and configure system physical, logical, and dynamic disks for use in FAT32 and New Technology File System (NTFS) using Microsoft disk management tools.Install and configure software associated with a Microsoft clustered environment. Configure and implement backup client software. Create SOPs defining how to perform this activity.Install layered systems software such as IIS, .Net, MS-SQL, Apache, Web Logic, Oracle Client, etc.Maintain existing operating systems.Create and maintain local SOPs related to daily Windows system administration related functions.Implement and administer patching automation tools.Patch OS on a monthly cycle using technologies to limit downtime and provide quick back out mechanism, currently IBM Endpoint Manager (IEM). Prepare SOPs defining how to perform patching activities.Upgrade OS as required for system applications or every 2.5 years, whichever occurs first.Install firmware upgrades as needed to resolve issues or on an annual basis, whichever occurs first.Reinstall operating systems after hardware refresh.Implement and administer configuration management tools to insure systems maintain security compliance and baseline consistency. Implement and administer monitoring tools. Prepare SOPs on monitoring practices and procedures to adhere to when alerts occur.Monitor and maintain adequate file system space for the operating system and application files.Implement and administer Active Directory domain (AD) Services, Dynamic Domain Name System (DDNS), and Group Policies. Create SOP on how to manage service accounts and passwords.Create SOP on how to manage AD domain services, DDNS, and Group Policies.Monitor and maintain system accounting files and logs and system error logs. Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding such as: High within 60 days, Medium within 90 days, and Low within 120 days. Prepare Service Desk Manager (SDM) tickets with instructions to be performed so other shifts can perform remediation during maintenance windows.Plan and document disaster recovery (DR) procedures and maintain documentation related to DR test and system changes.Perform knowledge transfer of critical Windows System administration tasks to ITOPS IO System Administrators.Monitor system performance and tune to optimize usage of system resources.Automate routine tasks through .BAT and PowerShell scripting.Troubleshoot incidents and problems.Participate in troubleshooting / fault isolation teams to determine problem or issue.Contact Contractor provided maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving issues.Correct OS related incidents and problems during coordinated maintenance windows or immediately in the case where system is down.Participate in War Room or on Tiger Teams to troubleshoot difficult issues.Support general activities.Participate in ITOPS IO support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.Lead ITOPS IO sponsored initiatives, to include developing schedules and plans, communicating progress to management in both verbal and written formats, identifying barriers, and identifying and evaluating alternatives.Track and document all system changes, problems, issues, and work tasks within CA’s SDM through change orders, service requests, incident and/or problem tickets.Participate and contribute at project meetings as subject matter expert (SME) for Windows system administration related municate to project managers, team members, other technical administrators and/or end users the status and findings with tickets, incidents, and problems.Implement, configure, administer, and use administrative tools such as Microsoft System Center Operations Manager (SCOM) and Microsoft System Center Configuration Manager (SCCM) for monitoring and administering Windows servers.Support alternate shifts. Alternate shifts consist of swing and mid shifts. Swing shift begins mid-afternoon and mid shift begins around midnight. The Contractor shall:Monitor and maintain monthly patching and backups, review patching and backup schedules and troubleshoot patching or backup issues using various system and application and tools. Use automated tools for reporting on patching and backup status per individual servers.Provide first and second responder action as defined in support SOPs for email and service desk alerts regarding system performance and degradation.Prepare scripts and run reports.Create configuration management modules for use in configuration management tool.Mid shift shall provide an email at the end of their shift sent to the Windows Team Leads defining any problems, incidents, or major activities that occurred through the night.VMware Systems AdministrationThe Contractor shall provide 24x7x365 day System Administration Support Services for ITOPS IO’s VMware Infrastructure environment.The Contractor shall:Perform ESXi, vShpere systems administration including vMotion, HA, DRS and, the latest versions of vCloud Director, vCenter Operations Manager, vCenter Service Manager, vCenter Configuration Manager, vCenter Capacity IQ, Site Recover Manager, vShield Endpoint, and vShield Edge.Perform tasks including all aspects of managing a multi-clustered VMware environment including configuration, administration, and fault isolation.Conduct system health checks, performance analysis, tuning and management of the VMware infrastructure.Install, configure and deploy Microsoft and Linux servers within the VMware environment.Accomplish the planning, installation, configuration, documentation and migration of the hot site ITOPS IO Disaster Recovery Plan (DRP) VMware servers using established ITOPS IO procedures and guidelines.Develop technical and administrative documentation of plans and deployment strategies.Provide Disaster recovery expertise at the host level using Site Recovery Manager.Plan, deploy, manage and optimize VMware ESX platform.Plan and perform the upgrade of all ITOPS IO supported environments to approved versions of VMware vSphere, vCenter, and ESX based on COR or VA PM coordination as required.Ensure that hosted VMware guests are kept accurate in the centralized configuration management database by providing accurate automated reports.Evaluate overall VMware Capacity, recommend architecting solutions to increase overall capacity of the environment in order to ensure sufficient resources exist to support VA initiatives, and provide all recommendations to the COR/VA PM for review and approval prior to any changes.Monitor and evaluate the backups of guest virtual machines using approved ITOPS IO Backup Management solution.UNIX SystemsUNIX Systems Administration The Contractor shall provide operating system administration across three shifts, 24x7x365 (except for Federal holidays where support will be provided on a call back basis), on the following UNIX variants: Red Hat Linux, Solaris, HP-UX, zLinux, AIX, and OpenVMS. The Contractor shall provide basic system administration activities and immediate troubleshooting efforts when contacted by the Service Desk to ensure outages or incidents are resolved as quickly as possible for over 1800 Linux / UNIX servers.The Contractor shall perform the following OS system administration support tasks:Use automated provisioning tools (Kickstart, Jumpstart, or Ignite) to install operating systems on virtual servers.Follow Standard Operating Procedures (SOPs)Configure system file systems in accordance with SOPs.Configure and implement backup client software.Install layered systems software, such as Apache, Web Logic, Oracle DB, Tuxedo per instructions in SOPs.Maintain existing operating systems.Patch OS on a quarterly cycle with defined patch set per SOPs..Monitor and maintain adequate file system space for the operating system and application files.Administer user accounts and passwords.Monitor logs and system error logs. Remediate where skilled; elevate to more experienced administrators where necessary.Implement security hardening requirements and configurations per instructions outlined in Service Requests and Change Orders.Use local Standard Operating Procedures (SOPs) related to daily UNIX system administration related functions.Troubleshoot incidents and problems.Participate in troubleshooting / fault isolation teams to determine problem or issue.Contact Contractor maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving the issue, and engage more experienced system administrators to review situation.Correct OS related incidents and problems during coordinated maintenance windows based on instructions defined in ticket and maintenance plan.General ActivitiesPerform work tasks as instructed within CA’s SDM change orders, service requests, incident and/or problem municate to project managers, team members, other technical administrators and/or end users the status of work performed and findings with tickets, incidents, and problems.Use administrative tools such as CA Monitoring Suite, Nagios, and/or Oracle Enterprise Operations Center (formerly Sun xVM Operations Center) for monitoring and administering UNIX servers.Alternate ShiftsAlternate shifts consist of swing and mid shifts. Swing shift begins mid-afternoon and mid shift begins around midnight. Responsibilities include the above tasks plus the following additional tasks:Monitor and maintain backups using backup logs within Veritas Backup application and tools. Use automated tools for checking on backup status per individual servers.Perform a visual check of all hardware components monitoring fault indicator lights and area temperature once nightly.Mid shift shall provide an email at the end of their shift sent to the Linux / UNIX Team Leads defining any problems, incidents, or major activities that occurred through the night. UNIX Systems ManagementThe Contractor shall provide operating system administration across three shifts, 24x7x365 (except for Federal holidays where support will be provided on a call back basis), on the following UNIX variants: Red Hat Linux, Solaris, HP-UX, zLinux, AIX, and OpenVMS. The Contractor shall provide system administration activities and immediate troubleshooting efforts when contacted by the Service Desk to ensure outages or incidents are resolved as quickly as possible for over 1800 Linux / UNIX servers, as well as work on teams with EO customers and partners, end users, programmers and analysts, Database Administrators (DBAs), and application and network administrators.The Contractor shall perform the following OS system administration support tasks:Operating System ProvisioningAdminister the automated operating system provisioning tools (Kickstart, Jumpstart, or Ignite). Create Standard Operating Procedures (SOPs) outlining how to provision the operating system on new standalone or virtual servers using the automated tools. Provisioning instructions will include virtual servers within VMware, Logical Domains (LDoms), Zones, Physical Domains.Configure hardware RAID implementations on Redundant Array of Independent Disks (RAID) controllers and disk storage shelves on standalone servers.Configure and implement host bus adapters (HBAs) for both SAN storage and SAN boot devices.Configure and implement multipath network interfaces.Install and configure system file systems such as ZFS, vxfs, Advanced File Systems, and software RAID managers such as Logical Storage Manager, Solaris Volume Manager, and Veritas Volume Manager.Install and configure software associated with a clustered environment. Cluster software may include Veritas Cluster Server (VCS), General Parallel File System (GPFS), Cluster File System (CFS), High Availability Cluster Multi-Processing (HACMP), Oracle Real Application Clusters (RAC), Symantec’s Veritas Storage Foundation for Oracle RAC.Configure and implement backup client software. Create SOPs defining how to perform this activity.Install layered systems software, such as Apache, Web Logic, Oracle DB, Tuxedo, etc.Maintain existing operating systems.Create and maintain local Standard Operating Procedures (SOPs) related to daily UNIX system administration related functions.Implement and administer patching automation tools.Patch OS on a quarterly cycle using technologies to limit downtime and provide quick back out mechanism, i.e.: Live Upgrade. Prepare SOPs defining how to perform patching activities.Upgrade OS as required for system applications or every 2.5 years, whichever occurs first.Install firmware upgrades as needed to resolve issues or on an annual basis, whichever occurs first.Reinstall operating systems after hardware refresh.Implement and administer configuration management tools to insure systems maintain security compliance and baseline consistency. Implement and administer monitoring tools. Prepare SOPs on monitoring practices and procedures to adhere to when alerts occur.Monitor and maintain adequate file system space for the operating system and application files.Implement and administer Directory Server (LDAP) and NFS servers.Create SOP on how to manage user accounts and passwords.Create SOP on how to manage NFS server and configure for use with clients.Monitor and maintain system accounting files and logs and system error logs. Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding, high 60 days, medium 90 days, and low 120 days. Prepare SDM tickets with instructions to be performed so other shifts can perform remediation during maintenance windows.Plan and document disaster recovery (DR) procedures and maintain documentation related to DR test and system changes.Perform knowledge transfer of critical Solaris/Linux/HP-UX System administration tasks to EO System Administrators.Monitor system performance and tune to optimize usage of system resources.Automate routine tasks through shell and Perl scripting.Troubleshoot incidents and problems.Participate in troubleshooting / fault isolation teams to determine problem or issue.Contact Contractor maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving issues.Correct OS related incidents and problems during coordinated maintenance windows or immediately in the case where system is down.Participate in War Room or on Tiger Teams to troubleshoot difficult issues.General ActivitiesParticipate in EO support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.Lead EO sponsored initiatives, to include developing schedules and plans, communicating progress to management in both verbal and written formats, identifying barriers, and identifying and evaluating alternatives.Track and document all system changes, problems, issues, and work tasks within CA’s SDM through change orders, service requests, incident and/or problem tickets.Participate and contribute at project meetings as subject matter expert (SME) for UNIX system administration related municate to project managers, team members, other technical administrators and/or end users the status and findings with tickets, incidents, and problems.Implement, configure, administer, and use administrative tools such as CA Monitoring Suite, Nagios, and/or Oracle Enterprise Operations Center (formerly Sun xVM Operations Center) for monitoring and administering UNIX servers.Alternate ShiftsAlternate shifts consist of swing and mid shifts. Swing shift begins mid-afternoon and mid shift begins around midnight. Responsibilities include the above tasks plus the following additional tasks:Monitor and maintain backups, review backup schedules and troubleshoot backup issues using backup logs within Veritas Backup application and tools. Use automated tools for reporting on backup status per individual servers.Prepare scripts and run reports.Create configuration management modules for use in configuration management tool.Mid shift shall provide an email at the end of their shift sent to the Linux / UNIX Team Leads defining any problems, incidents, or major activities that occurred through the night.Database System AdministrationDatabase Administration support must include assurance of 24x7x365 (except for Federal holidays where support will be provided on a call back basis) availability, troubleshooting, and tuning to ensure acceptable response times. Database Administration support in the form of advice and troubleshooting is provided to a wide range of individuals including customers, end users, programmers and analysts, System and Network Administrators as well as Database Administrators . The current supported database system technologies are ORACLE 10g+, SQLSERVER 2005+, and IDMS 16+ and IDS2.The Contractor shall:Install/tailor new releases of and upgrades or patches to associated database management product software.Create and maintain database entities, including instances, databases, table spaces, and tables in support of ITOPS IO administered databases.Make changes to the structure of database meta data and support any application changes.Make recommendations of database migration path to insure optimal performance and availability, which shall be provided to COR/VA PM(s) for review and approval prior to any migration.Review performance of databases on the open systems and mainframe platforms and provide and implement COR/VA PM(s) approved recommendations for improved performance.Write, modify, and debug database specific SQL and PL/SQL queries.Where appropriate, coordinate database administration duties with System and Network Administrators to ensure compatibility with hardware and operating systems configurations.Diagnose and correct problems that occur within databases and application interfaces.Recommend strategies for problem notification and availability reporting in database software and applications. All recommendations shall be provided to COR/VA PM(s) prior to any implementation. Develop disaster recovery strategies, and execute or exercise backup/recovery, high availability and disaster recovery strategies. All recommended strategies shall be provided to COR/VA PM(s) prior to any implementation.Develop Security strategies consistent with VA regulations and policies and industry best practices. All recommended strategies shall be provided to COR/VA PM(s) prior to any implementation. Troubleshoot problems and take corrective action, coordinate Contractor specific technical support as necessary.Support users, other software Contractor teams, and database administrators with problems, projects, and implementations.Analyze database infrastructure to insure compliance with VA security standards, database performance considerations, and reverse engineering of existing database environments.When assigned to VA initiatives, develop schedules and plans, communicate progress to management in both verbal and written formats, identify barriers, identify and evaluate alternatives. The Contractor shall participate in fault isolation for database systems.When required, develop and submit for approval Configuration Change Management Plans in accordance with ITOPS IO standards. The Contractor shall follow the change management process prescribed by the Chief, Database Support Services when making all changes to production systems. Enterprise Storage SupportThe Contractor shall provide 24x7x365 storage administration for storage platforms including Hewlett Packard (HP), Hitachi, EMC, SUN and NetApp hardware, providing storage to International Business Machines (IBM) OS/390 and Open Systems operating system software to support the ITOPS IO infrastructure requirements to ensure 24/7X365 availability. The Contractor shall provide support in various enterprise storage management software including HP Command View, HP StorageWorks Performance Advisor and HP Web Console, EMC Control Center, EMC Timefinder, EMC SRDF, Symmetrix Manager, Symmetrix Optimizer, Workload Analyzer, SAN Manager, EMC Navisphere, Snapview, Mirrorview, Storage Scope, Storage Scope File Level Reporter, SAN Advisor, Cisco Fabric Manager, Connectrix Manager and Automated Resources Manager utilizing GUI and command line utilities.The Contractor shall:Install and configure the storage host software Provision and decommission SAN storage in accordance with the ITOPS IO approval process.Configure and maintain the SAN storage environment to include switches, ensuring connectivity back to the server.Maintain and maximize the storage infrastructure providing optimal availability, performance and disaster recovery readiness.Develop, monitor and maintain the replication cycles for those customers that require a mission critical or essential disaster recovery plan.Participate in the planning and execution of bi-annual Disaster Recovery exercises.Develop and maintain storage capacity and chargeback reports in a timely manner.Troubleshoot storage failures working closely with the host System Administrators and product Contractors to obtain a long-term resolution.Diagnose and resolve complex problems involving software, servers, storage arrays, directors and switches.Develop and maintain problem tracking and resolution via prescribed ITOPS IO methodology.Monitor service results to identify common problems and/or trends in providing a "proactive" service support program, preventing potential problems.Evaluate performance benchmarks, monitor workload and analyze results to ensure storage systems optimization.Maintain pace with changing technology and make recommendations for upgrades as needed. Ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of storage administration and customer support through proper configuration of hardware and software. All recommendations shall be provided to COR/VA PM(s) prior to any implementation.Develop and document enterprise storage SOPs including software configuration, implementation plans, and other various storage processes and procedures.Manage accounts and access to the storage management software.Manage the installation and integration of the storage fixes, updates, and enhancements. Plan and schedule installation of new or modified storage software. Research, test, and evaluate the impact of upgrades or changes.Participate in user group meetings, or conduct SME training in problem solving or storage management.Conduct briefings on storage related hardware/software developments and technology advances to senior systems analysts, system programmers, database administrators and managers.Coordinate all work with the ITOPS IO application programmers, systems programmers, and database administrators assigned to coordinate the applications, databases, and hardware platforms.Provide a weekly project status report covering assigned projects.Mainframe SupportThe Contractor shall provide 24x7x365 mainframe systems administration (commonly referred to as a mainframe systems programmer) support for the ITOPS IO mainframe environments to ensure 24x7x365 availability, including trouble-shooting during non-peak hours and support during disaster recovery events. Mainframe Support (z/OS and z/VM)The Contractor shall have the skill set to work in a variety of mainframe areas such as z/OS and z/VM operating and systems software, IBM or equivalent mainframe hardware, mainframe performance and tuning tools, mainframe transaction processing software Customer Information Control System (CICS) ,mainframe communications subsystem components, mainframe and network attached printers, IBM and IBM compatible tape hardware and Direct Access Storage Devices (DASD) systems and associated tape and disk management software tools. The Contractor shall be able to support installation and maintenance of products from the following independent software vendors (ISV) currently in use and any future products added such as Action Software, Allen Systems Group, MicroFocus, BMC, Chicago-soft, CA, Computer Management Sciences, Compuware, Correlog, Dino Software, Elixir Technologies, Pitney Bowes, IBM, Infor Global Solutions, Innovation Data Processing, Levi Ray and Shoup, MacKinney Systems, Merrill Consultants, Nearstar, Open Software Technologies, Oracle, Phoenix Software, Pitney Bowes, PKWARE, Rocket Software, RSD, Serena, Statistical Analysis System (SAS), Software Diversified, Sterling Commerce, Syncsort, Tectia, and Xerox. The Contractor shall:Install/implement new releases of IBM or equivalent-provided maintenance for components of the IBM or equivalent Mainframe Operating System.Install/implement new releases and maintenance of Independent Software Contractor (ISV) software.Research, analyze and resolve complex and persistent problems related to operating system and Independent Software Vendor (ISV) software in IBM or equivalent Mainframe environments and with integration of various hardware and software components (such as DASD, tape and printers) and applications.Research, analyze, and provide recommendations for systems enhancements, performance improvements, and process improvements, and perform evaluations on hardware, software, operations, scheduling that impact system operation and performance, and provide all recommendations to and for approval by COR/VA PM(s) prior to any implementationMonitor and analyze operating systems software and other software on the IBM or equivalent Mainframe Enterprise Servers to identify potential problem areas before problems surface.Review applications running with the operating system software on the IBM or equivalent Mainframe Enterprise Servers to better understand the processing that takes place.Document problems that occur on the IBM or equivalent Mainframe environment and the resulting solutions.Provide information to ITOPS IO management, as requested and/or on a regular basis, related to availability, capacities and performance of the IBM or equivalent Mainframe Enterprise Server.Review, monitor, set up or perform restart and disaster recovery procedures for the IBM or equivalent Mainframe environment, to include data and transaction recoveries.Quantify Automatic Data Processing (ADP) capacity for both present and proposed utilization.The Contractor shall coordinate and provide on-the-job training and information transfer to ITOPS IO employees acting as Systems Programmers.Coordinate all work with ITOPS IO application programmers, systems programmers, and database administrators assigned to coordinate the applications, databases, and hardware platforms.Configure, implement, and document new hardware or software being installed on the IBM or equivalent Mainframe Enterprise Server.Write, execute, and analyze benchmark programs to test proposed new hardware or software features.Establish and /or maintain multiple logical partitions (LPAR) on the IBM or equivalent Mainframe system.Provide administration, maintenance and user support for a wide range of mainframe Contractor and custom system software to include disk and tape storage management, communications subsystems, version control software, statistical analysis software, user interface utilities and printing/report viewing.Provide administration and maintenance of the complete z/VM environment to include all performance, security (z/VM RACF) and management tools to effectively provide a robust environment for supporting virtual Linux instances on the mainframe.Install and maintain CA's security software (Top-Secret) on multiple Z/OS mainframe systems. Monitor and maintain the security databases for mainframe LPAR systems.Maintain automated processes for security reports and prepare ad hoc reports as requested.Monitor the environment for adherence to VA security standards.Implement security standards, policy and guidelines for new applications and upgrades.Process authorized changes to machine log-on ID's and security software. Provide support in audit activitiesMainframe Support (Bull/Atos GCOS)The Contractor shall have the skill set to work in a variety of mainframe areas such as GeneChip Operating Software (GCOS), Bull/Atos or equivalent mainframe hardware, mainframe performance and tuning tools, mainframe transaction processing software Bull/Atos Transaction Processing 8 (TP8),mainframe communications components, mainframe and network attached printers, Bull/Atos, and Bull/Atos compatible tape hardware and Direct Access Storage Devices (DASD) systems and associated tape and disk software tools. The Contractor shall be able to support installation and maintenance of products from the following independent software vendors currently in use and any future products added such as Bull/Atos, Fixed Asset Software (FAS), Gallagher Robertson (G&R), Network Executive Software and The Other Software Company (TOSC). The Contractor shall:Install/implement new releases of Bull/Atos, or equivalent-provided maintenance for components of the Bull/Atos or equivalent Mainframe Operating System.Install/implement new releases and maintenance of Independent Software Contractor (ISV) software.Research, analyze and resolve complex and persistent problems related to operating system and Independent Software Vendor (ISV) software in Bull/Atos, or equivalent Mainframe environments and with integration of various hardware and software components (such as DASD, tape and printers) and applications.Research, analyze, and provide recommendations for systems enhancements, performance improvements, and process improvements, and perform evaluations on hardware, software, operations, scheduling, etc., that impact system operation and performance. All recommendations shall be provided to COR/VA PM(s) prior to any implementationMonitor and analyze operating systems software and other software on the Bull/Atos, or equivalent Mainframe Enterprise Servers to identify potential problem areas before problems surface.Review applications running with the operating system software on the Bull/Atos, or equivalent Mainframe Enterprise Servers to better understand the processing that takes place.Document problems that occur on the Bull/Atos, or equivalent Mainframe environment and the resulting solutions.Provide information to ITOPS IO management, as requested and/or on a regular basis, related to availability, capacities and performance of the Bull/Atos, or equivalent Mainframe Enterprise Server.Review, monitor, set up or perform restart and disaster recovery procedures for the Bull/Atos, or equivalent Mainframe environment, to include data and transaction recoveries.Quantify Automatic Data Processing (ADP) capacity for both present and proposed utilization.The Contractor shall coordinate and provide on-the-job training and information transfer to ITOPS IO employees acting as Systems Programmers.Coordinate all work with ITOPS IO application programmers, systems programmers, and database administrators assigned to coordinate the applications, databases, and hardware platforms.Configure, implement, and document new hardware or software being installed on the Bull/Atos, or equivalent Mainframe Enterprise Server.Write, execute, and analyze benchmark programs to test proposed new hardware or software features.Establish and /or maintain multiple logical partitions (LPAR) on the Bull/Atos, or equivalent Mainframe system.Provide administration, maintenance and user support for a wide range of mainframe Contractor and custom system software such as disk and tape storage management, communications subsystems, version control software, statistical analysis software, user interface utilities and printing/report viewing.Monitor and maintain the security databases for mainframe logical partitions systems.Maintain automated processes for security reports and prepare ad hoc reports as requested.Monitor the environment for adherence to VA security standards.Implement security standards, policy and guidelines for new applications and upgrades.Process authorized changes to machine log-on ID's and security software. Provide support in audit activities. TP8 AdministrationThe Contractor shall:Conduct GCOS TP8 architecture analysis and administration such as Installation, Configuration, and Tuning of software in all Test and Production TP8 environments.Document, diagnose and correct problems that occur within installed GCOS TP8 environments for Test and Production.Provide on-the-job training for existing and future administrators supporting GCOS TP8 environments.Develop and/or maintain JCL/Cobol programs and/or GLink scripts involved in the automated operation of GCOS TP8 environments.Have operational knowledge of the use of third party tools such as PERSUE-8 for analysis of dump files.Use VA developed software tools to provide investigative and/or fraud case data for Regional Office ISOs, OIG investigators and application developers.Document GCOS TP8 best practices and procedures. Document operational steps and/or procedures necessary to perform the assigned administrative duties.Internal Systems Windows AdministrationThe Contractor shall provide 24x7x365 System Administration Support Services for ITOPS IO’s Microsoft Server environments by performing the following infrastructure related tasks.The Contractor shall:Provide systems administration for all Microsoft SQL installations (2000, 2005, 2008, 2008 R2, 2012), and multi-node SQL clustering to include installing new databases/instances, performance tuning, reverse engineering, design and implement highly-available (HA) multi-node clusters for Disaster Recovery (DR) scenarios, and troubleshooting existing production databases/instances.Provide systems administration for all Microsoft SharePoint farms (2003, MOSS 2007, 2010), implement security hardening policies (i.e.: Section 508 Compliance, separation of duties), design and implement highly available (HA) multi-node SharePoint clusters for Disaster Recovery (DR) scenarios, and troubleshoot/maintain existing production SharePoint installations.Provide systems administration for all facets within the Microsoft Exchange Server (2003, 2007, 2010) Enterprise class products for 32 & 62-bit architectures, Microsoft Outlook client, Personal Archiving, data management via set quotas, Database Availability Groups (DAGs), and Outlook Web App (OWA).Provide systems administration for all facets within the BlackBerry Enterprise Server (BES) to include Microsoft Exchange Server (2003, 2007, 2010) synchronization, BlackBerry Policy Service, and integration with a wide variety of mobile devices that support the BES infrastructure.Provide system administration support of Windows 2003/2008 server in an Enterprise environment including Microsoft Office Communicator Server (OCS), Active Directory, Server Security Structures, Trust Relationships, Logon Authentication, Windows Internet Naming Service (WINS), Dynamic Host Configuration Protocol (DHCP), Domain Name Service (DNS), Browsers, TCP/IP in an AD environment, Domain Structures, and Domain Database Synchronization.Provide day-to-day system administration and architectural support to include installation, troubleshooting, and integration of Symantec Netbackup (NBU) solutions for Windows (and HP-UX, AIX, Linux, and Solaris) operating Systems. Provide and support backup performance tuning enhancements, SAN media backups, Virtual Tape Library (VTL), Disk-to-Disk-Tape (D2D2T) backup/restores, N+1 architectures, Network Data Management Protocol (NDMP), VEEAM and Netbackup Vstore backup options, OpsCenter Analytics 7.1, Pure Disk, tape vaulting, and Enterprise Backup (EBU) for an infrastructure that spans multiple ITOPS IO sites.Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding such as: high within 60 days, Medium within 90 days, and Low within 120 days.Implement security hardening requirements and structures provided by security division to secure the operating system structures to prevent unauthorized access and denied access to systems.Conduct fault isolation activities using diagnostic tools to conduct analysis and resolution to incidents that exist that affect the availability of MS operating system issues.Perform user, machine and service account activities within the Enterprise Microsoft Active Directory Schema and Domain Name Systems according to established security policies.Install, configure, and document Microsoft Server systems in an enterprise environment, setting up user accounts, securing and backing up the server.Participate and contribute within a team to develop technical and administrative documentation of plans, project status, environments, and deployment strategies for operating systems.Utilize Microsoft System Center Operations Manager (SCOM) and Microsoft System Center Operations Manager (SCCM) tools to troubleshoot performance issues and deploy software packages.Publish Web Content in IIS6.0 and IIS7.0 web environment.Administer and troubleshoot the availability of IIS 6.0 and IIS 7.0 web environments.Provide methods and plans to maintain third party applications, system operating systems upgrades and maintenance based on requirements.Create and maintain local documentation related to Window system administration related installation and configuration guides, as well as procedures and policies.Perform third party software application install and configuration based on change order instruction.Configure, implement, and maintain client side host bus adapters (HBAs) for both SAN storage and SAN boot devices.Configure and implement multipath network interfaces.Monitor and maintain system accounting files and logs and system error logs.Install and implement new releases, functionality and security patches to the operating system software.Install firmware upgrades.Plan, document, and test disaster recovery (DR) procedures; and maintain documentation related to DR procedures.Help users, software Contractors, and other administrators (i.e.: database, application, network, other OS systems, backup, and storage administrators) with problems, projects, and implementations.Configure and implement backup client software, and maintain backup status, backup schedules, and backup logs.Perform knowledge transfer of critical Windows System administration tasks to ITOPS IO System Administrators.Monitor system performance and tune to optimize usage of system resources.Participate in ITOPS IO initiatives such as Disaster Recovery, data replication, infrastructure maintenance activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.Participate in ITOPS IO and VA sponsored initiatives s SME(s), to include develop schedules and plans, communicating progress to management in both verbal and written formats, identifying barriers, and identifying and evaluating alternatives.Track and document all system changes, problems, issues, and work tasks within CA’s SDM through change orders, service requests, incident and/or problem tickets.Participate and contribute at project meetings as subject matter expert (SME) for Windows system administration related areas.Design and deploy disaster recovery solutions to satisfy isolated and high availability Citrix XenApp 6.5 infrastructure.Configure and Maintain Citrix XenApp 6.5 and Citrix Presentation Server 4.5.As SME(s), advise Application developers on methodologies to identify compatibility and security complexities and troubleshooting the conversion of presented applications to be compatible as they are upgraded from Citrix Presentation Server 4.5 to Citrix XenApp 6.5.Develop disaster recovery documentation demonstrating the installation procedures and configuration of the Citrix XenApp 6.5 and Citrix Presentation Server 4.5 farm and application deployment instructions for post disaster recovery.As SME(s), actively participate in the VA National Citrix Consolidation and Standardization group.Contribute technical insight to translate business requirements into technical requirements in order to support published applications in a geographically distributed enterprise based Citrix environment.Publish VA required applications and making them available through the Citrix Web Interface and Citrix Access Gateways.Analyze performance issues identified through infrastructure monitoring tools, such as Wireshark and Microsoft performance monitoring tools.Internal Systems UNIX AdministrationThe Contractor shall provide 24x7x365 System Administration Support Services for ITOPS IO’s Unix based OS by performing the following infrastructure related tasks.The Contractor shall:Configure virtual servers within VMware, Logical Domains (LDoms), Zones, Dynamic Domains.Configure hardware RAID implementations on RAID controllers and disk storage shelves.Configure and implement host bus adapters (HBAs) for both SAN storage and SAN boot devices.Configure and implement multipath network interfaces.Install and configure system file systems such as ZFS, vxfs, Advanced File Systems, and software RAID managers such as Logical Storage Manager, Solaris Volume Manager, and Veritas Volume Manager.Install and configure software associated with a clustered environment. Cluster software may include Veritas Cluster Server (VCS), General Parallel File System (GPFS), Cluster File System (CFS), High Availability Cluster Multi-Processing (HACMP), Oracle Real Application Clusters (RAC), Symantec’s Veritas Storage Foundation for Oracle RAC.Provide day-to-day system administration and architectural leadership to include installation, troubleshooting, and integration of Symantec Netbackup (NBU) solutions for Windows, HP-UX, AIX, Linux, and Solaris operating Systems. Provide and support backup performance tuning enhancements, SAN media backups, Virtual Tape Library (VTL), Disk-to-Disk-Tape (D2D2T) backup/restores, N+1 architectures, Network Data Management Protocol (NDMP), VEEAM and Netbackup Vstore backup options, OpsCenter Analytics 7.1, Pure Disk, tape vaulting, and Enterprise Backup (EBU) for an infrastructure that spans multiple ITOPS IO sites.Install layered systems software, such as Apache, Web Logic, Oracle DB, Tuxedo, etc.Patch OS on a quarterly cycle using technologies to limit downtime and provide quick back out mechanism, i.e.: Live Upgrade.Upgrade OS as required for system applications or every 2.5 years, whichever occurs first.Install firmware upgrades as needed to resolve issues or on an annual basis, whichever occurs first.Recommend hardware refreshes as required by project plans. All recommendations shall be provided to COR/VA PM(s) prior to any implementation; however, the Contractor is not providing any hardware during refresh activities. Monitor and maintain adequate file system space for the operating system and application files.Administer user accounts and passwords using Sun One Directory Server (LDAP) and NFS.Monitor and maintain system accounting files and logs and system error logs.Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding such as: High within 60 days, Medium within 90 days, and Low within 120 days.Create and maintain local SOPs related to daily UNIX system administration related functions.Plan and document disaster recovery (DR) procedures and maintain documentation related to DR test and system changes.Perform knowledge transfer of critical Solaris/Linux/HP-UX System administration tasks to ITOPS IO System Administrators.Monitor system performance and tune to optimize usage of system resources.Automate routine tasks through shell and Perl scripting.Participate in troubleshooting / fault isolation teams to determine problem or issue.Contact Contractor provided maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving the issue.Correct OS related incidents and problems during coordinated maintenance windows or immediately in the case where system is down.Participate in ITOPS IO support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.Participate in ITOPS IO and VA sponsored initiatives, to include developing schedules and plans, communicating progress to management in both verbal and written formats, identifying barriers, and identifying and evaluating alternatives.Track and document all system changes, problems, issues, and work tasks within CA’s SDM through change orders, service requests, incident and/or problem tickets.Participate and contribute at project meetings as subject matter expert (SME) for UNIX system administration related municate to project managers, team members, other technical administrators and/or end users the status and findings with tickets, incidents, and problems.Provide a weekly project status report covering assigned projects.Use administrative tools such as CA Monitoring Suite, Nagios, and/or Oracle Infrastructure Operations Center (formerly Sun xVM Operations Center) for monitoring and administering UNIX servers.Client Technologies, Computer Technical and Analysis Support ServicesThe Client Technologies group handles service tickets to provide support for all workstations, laptops, printers, and all peripherals. Also included are portable devices (for example, iPad, tablets, blackberries and VA approved Universal Serial Bus (USB) flash drives and broadband cards). The Client Technologies group deploys new workstations, performs customer relocations within the facility, employee separations and supports other critical desktop activities such as Tier 3-5 system administration to cover, SCCM, Active Directory, 3rd party patching, Microsoft updates, monthly security patching, Continuous Readiness Information Security Program (CRISP) risk mitigations and Tier 1 supported Video Teleconferencing Connectivity (VTC) related issues.Client Technologies Support ServicesThe Contractor shall provide Desktop Support Services for on-site computer services for the Information Technology Centers (ITC), National Cemetery Association (NCA), and South Park tenant desktops, laptops, and peripheral devices, including Blackberry’s, Smartphone & Android devices, tablets, iPads & iPhones, printers, scanners, and USB portable sticks in support of ITOPS IO's Microsoft Windows and client based environments during normal hours of operation. The Contractor shall ensure all workstations are up to the most current VA approved OS on user desktop and laptop computers (the term workstation in this document means either a desktop or docked laptop). In addition, the Contractor shall augment the VA desktop support team to provide desktop support services in a Microsoft client/server environment. The Contractor shall perform desktop support services only within the locations in Paragraph 4.2 above in accordance with established ITOPS IO procedures and guidelines. The Contractor shall ensure that all OS migrations and other desktop support tasks are performed in accordance with applicable security regulations and processes.The Contractor shall provide on-site Desktop Support Services for ITOPS IO’s Microsoft Windows client-based environments only for the locations in Paragraph 4.2 above.The Contractor shall:Manage as SME(s) the development and implementation of more efficient and lower-cost methods of desktop migrations, deployments and installation services.Interface with senior level Government officials and a diverse customer base to resolve the more complex, Tier-2 problems.Perform conference room, training room, and Disaster Recovery (DR)/Continuity of Operations (COOP) configurations.Adhere to and help refine existing or new migration procedures to ensure that all user capabilities are transferred from the existing desktop or laptop computer to the new configuration. The Contractor shall also create new migration procedures. All recommended procedures shall be provided to COR/VA PM(s) prior to any migration.Provide methods and plans to support application and system operating systems upgrades and maintenance.Coordinate directly with users and/or their supervisors to minimize disruption of daily operations.Plan, deploy, manage and optimize Microsoft-based enterprise solutions. Ensure migration to current approved OS on all AITC owned workstations, and laptops including AITC’s South Park location.Identify and report to the COR/VA PM(s) all potential process, schedule, or user requirements problems that may adversely affect daily operations within the South Park location regarding workstations, laptops, printers, and other removable devices.Provide Desktop security support using ITOPS IO established security procedures for desktops, which may necessitate developing new security plans.Document and maintain project status for VA and ITOPS IO supported projects.Develop technical and administrative documentation of operating plans and deployment strategies.Utilize Microsoft System Center Operations Manager (SCOM) and Microsoft System Center Operations Manager (SCOM) tools to troubleshoot performance issues and deploy software packages, to include Scripting, McAfee and other VA standard tools.Coordinate the upgrade of platform or set up a new replacement hardware platform (to be provided by ITOPS IO) in those cases where the existing hardware platforms will not support the current approved operating system and update the ITOPS IO image to support the new hardware platform. The Contractor is not required to supply any hardware. Perform workstation, laptop, printer and peripheral repairs based on COR/VA PM9s) approved diagnosis of system malfunctions, cost estimate of repair, and apply most cost effective solution to repair system malfunctions.Perform computer upgrades, including memory, hard drives, CD-ROM drives, DVD drives, floppy drives, monitors, modems, motherboards, processors, video cards, sound cards, network cards, and other special purpose cards.Install and implement new releases and patches to the operating system software and standard applications.Implement security hardening requirements and structures provided by security division to secure the operating system structures to prevent unauthorized access and denied access to systems.Create and maintain local documentation related to Window system administration related installation and configuration guides, as well as procedures and policies.Plan, document, test, and maintain disaster recovery (DR) procedures.Perform Asset Management to include Asset Inventory/Audit and Tracking, Asset Administration and Reporting, Integrated IT Asset Portfolio, and History and Forecasting, automating the asset management process as required by ITOPS IO standards.Participate in ITOPS IO support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.Participate in ITOPS IO and VA sponsored initiatives to including developing schedules and plans, and communicating progress to management in both oral and written formats, identifying barriers, and identifying and evaluating alternatives.Track and document all system changes, problems, issues, and work tasks within the CA SDM through change-orders, service requests, incident and/or problem tickets.Update service requests no fewer than every three (3) business days, and update change-orders every five (5) business days for each action to indicate work accomplished for specific service requests or change orders.Submit change-orders five (5) days prior to work being performed.The Contractor should respond within 2 hours of notification that a problem has occurred.Ensure all workstations are up to the most current approved personal computing operating system on user PCs and laptops as well as supporting the VA desktop support team as they provide desktop support services in a Microsoft client/server environment.Perform desktop support services in accordance with established ITOPS IO procedures and guidelines. The Contractor shall ensure that all OS migrations and other desktop support tasks are performed in accordance with applicable security regulations.Design and implement desktop standards, processes and security measures aimed at lowering total desktop support costs. The Contractor shall develop more efficient and lower-cost methods of desktop migrations, deployments & installation services. The Contractor shall provide all recommended strategies to COR/VA PM(s) for approval prior to any implementation.Update support/problem requests to indicate work accomplished for specific requests and ensure accurate inventory tracking data is reported and documented in the asset management tool. The Contractor shall administer and track problem requests to indicate work accomplished for specific requests.Participate and contribute within a team to develop technical and administrative documentation of plans and deployment strategies.Perform software application install and configuration based on change order instruction. The Contractor shall follow established ITOPS IO change order processes.Plan, lead, execute and follow up on all software installs or upgrades, including Windows Operating Systems, System or Device Drivers, Microsoft Office, Web Browsers, Email, Anti-Virus, Accounting, Customer Contacts and other general-purpose PC software packages.Provide end user support to only those end users within the locations required in 4.2 above to help end users with the many day-to-day problems that occur when using their computer hardware or software.Provide support to users, software Contractor support teams, and other administrators (i.e., database, application, network, other OS systems, backup, and storage administrators) with problems, projects, and implementations within the locations required in 4.2 above. Identify and report to the ITOPS IO PM all potential problems with processes, schedules, user requirements, etc., that may adversely affect impact daily operations within AITC/South Park relating to issues with PC’s, laptops and other VA standard portable devices. Resolve Customer support requests within five (5) business days. VAPM approval is required for an extension beyond five (5) business Days, with exception of assistance associated with ordering, software, hardware and or a service repair requests and Change Orders. The Contractor is not required to provide any software or hardware.Conduct system health checks, performance analysis, tuning and management of AITC and South Park desktops and laptops. Monitor system performance and tune to optimize usage of system resources.Provide transporting of workstations and desktop hardware items (PC's, monitors, laptops, blackberries, printers, hardware cables, to South Park Building if/when the need is required.Provide first line support (Tier 1) to telecom (VTC) requests or related issues when required.Maintain technical and administrative documentation of plans and deployment strategies.Within the monthly Contractor’s Progress Status and Management Report including a section to report:Compliance Report to measure the number of desktops and laptops up to date with respect to the following: Encryption software, Microsoft security patches, McAfee (EPO).Support Requests report to measure number of support requests closed in 24, 48, 72, 120 and greater than 120 hours.Status Report to summarize major activities performed during the month identifies any issues or concerns.Asset Management Report to summarize Asset Management Activity (Inventory of hardware and software).Support Remote customer through approved support tools and processes.Client Technologies Computer Technical Analysis SupportThe Contractor shall provide Desktop Support for on-site computer services for the AITC including its NCA and South Park locations for tenant desktops, laptops, and peripheral devices, in support of ITOPS IO's operational support requirements. The Contractor shall ensure all workstations are up to the most current approved personal computing operating system on user PCs and laptops as well as augmenting the VA desktop support team as they provide desktop support services in a Microsoft client/server environment. The Contractor shall perform desktop support services in accordance with established ITOPS IO procedures and guidelines. The Contractor shall ensure that all OS migrations and other desktop support tasks are performed in accordance with applicable security regulations.The Contractor shall:Receive and unpack laptops/computers upon receipt of shipment; Configure new laptops/computers/hardware/software in accordance with ITOPS IO procedures, guidelines and applicable security regulations.Test each laptop/computer to ensure its functionality meets established guidelines and regulations.Issue the laptops to the ITOPS IO, AITC, South Park location users and provide training on its use.Resolve Customer support requests within five (5) business days, obtain VAPM approval for an extension beyond five (5) business Days, with exception of assistance associated with ordering, software, hardware and or a service repair requests and Change Orders. The Contractor is not required to provide any software or hardware.Ensure accurate inventory tracking data are promptly documented in the asset management tool Automated Engineering Management System/Medical Equipment Room Reporting (AEMS/MERS and SDM/CA CMDB).Perform Asset Management to include Asset Inventory/Audit & Tracking Asset Administration & Reporting, Integrated IT Asset Portfolio, and History and Forecasting, automating the asset management process as necessary.Ensure accurate inventory tracking data are promptly reported in the asset management tool.Implement desktop standards, processes and security measures.Provide, develop, and support the development of ITOPS IO computer security configurations or other technical documents including new security plans.Implement Desktop/laptop security support using ITOPS IO established security procedures, processes and standards for desktops/laptops to include GPO, SMS (SCCM), scripting and other approved VA ply with and support all Federal, VA, and ITOPS IO security regulations and policies applicable to Desktop Support.Refine existing or create new migration procedures to ensure all user capabilities are transferred from the existing PC or laptop to the new configuration.Document procedures for use of Federal Government issued desktop and laptop at remote sites within Paragraph 4.2 above in accordance with established guidelines and regulations.Update support/problem requests and change orders to indicate work accomplished for specific requests/change orders.Update service requests no less than every three (3) business days and change orders every five (5) business days for each action to indicate work accomplished for specific service requests or change orders.Submit Change Orders five (5) days prior to work being performed.Recommend laptop standards and documentation aimed at lowering total desktop/laptop support costs, and provide all recommendations for review and approved by COR/VA PM(s) prior to any implementation. Ensure migration to COR/VA PM or current approved OS on all ITOPS IO owned workstations, and laptops.Coordinate any upgrades to the platform and set up new replacement hardware platform (to be provided by ITOPS IO) when the existing hardware platforms will not support the current approved operating system, and update the ITOPS IO image to support the new hardware platform. The Contractor is not required to provide any software or hardware during this activity. Perform computer, printer and peripheral repairs, including diagnosis of system malfunctions, cost estimate of repair, and apply most cost effective solution to repair system malfunctions. The Contractor shall complete appropriate paperwork and send equipment to be repaired.Perform computer upgrades, including memory, hard drives, CD-ROM drives, DVD drives, floppy drives, monitors, modems, motherboards, processors, video cards, sound cards, network cards, and other special purpose cards.Perform all software installs or upgrades, including Windows Operating Systems, System or Device Drivers, Microsoft Office, Web Browsers, Email, Anti-Virus, Accounting, Customer Contact and most other general-purpose PC software packages, as well as security patches and site-wide deployments, image creation and manipulation. The Contractor shall provide end user support to only those end users within the locations in Paragraph 4.2 above to help users with day-to-day problems that occur when using their computer hardware or software.Perform desktop support services in a manner that enables ITOPS IO to satisfy each of the performance items required.Provide first line support (Tier 1) to telecom (VTC) requests or related issues when required.Perform a Health Check on all ITOPS IO, AITC, South Park location workstations/laptops as provided by ITOPS IO standards and processes before being issued for production use.Transport desktop hardware items (PC's, monitors, laptops, blackberries, printers, hardware cables, etc.) between South Park location building and AITC when required.Interface and communicate with senior level Government officials and a diverse customer base, in order to resolve the more complex, level-2 type problems.Accurately report the status of ongoing projects to the VA PM/COR each week.Identify and report to the ITOPS IO PM all potential problems with processes, schedules, user requirements, etc., that impact daily operations within ITOPS IO relating to issues with personal computers.Interface with senior level managers and customer for computer support issues.Perform conference room, training room, and Disaster Recovery Plan/ Continuity of Operations Plan (DRP/COOP) configuration.Follow established ITOPS IO change order processes.Participate in a rotating after-hours callback ply with all ITOPS IO policies and service level agreements designed to reduce customer impact.Maintain the Hardware and Software Inventory and Configuration Log.Prepare Change Orders.Support Remote customers only in locations in Paragraph 4.2 above through approved support tools and processes.Production Support Peripheral Equipment OperationITOPS IO requires Peripheral Equipment Operator (PEO) support services for projects that range from new system development and implementation, to operation and maintenance of existing systems. The Output Services Section provides computer print, tape, microfiche, electronic delivery and CD services to support the operations of ITOPS IO. The Contractor shall provide on-site PEO services in support of these operational support requirements.The Contractor shall:Operate current and future high technology peripheral devices such as self-loading tape drives, automated cartridge systems, high-speed impact and laser printers, industrial folder/sorters and video display terminals (Controllers) associated with keyboards.Maintain print logs and statistics using designated software.Monitor print and mail accounts; coordinates activities with presort vendors.Convert outdated media processes to advance automated processes (Microfiche to Electronic viewing or Electronic Delivery of media.Monitor production workloads and prioritize tasks to ensure processing schedules are met.Maintain support against t ITOPS IO quality standards.Monitor the tape system for outstanding requests, execute appropriate system commands (e.g., job entry system [JES], and multiple virtual storage [MVS] command), and respond to system messages within five (5) minutes.Maintain equipment in accordance with manufacturer instructions and operational handbooks.Identify, analyze, and resolve processing situations. The Contractor shall coordinate with appropriate technical support personnel.Identify and analyze hardware problems, and initiate corrective action.Document all incidents. The Contractor shall follow up with customer engineers and technical support personnel. Record incidents in problem reporting system. Inform appropriate personnel of problems. The Contractor shall summarize all incidents in a Monthly Incident Report.Perform magnetic media duties, ensuring that the maximum amounts of scratch tapes are available for the cartridge system's silos on a daily basis.Meet established VA and/or ITOPS IO safety work SupportThe Contractor will provide 24x7x365 network technical support in the area of connectivity, interoperability with the various computer platforms. Routers and switches must be installed, configured, secured, backed up, tuned and monitored daily. The goal of ITOPS IO is to achieve an extremely high degree of availability for all work Support Administration support must include assurance of 24x7x365 availability. Network support shall require t troubleshooting to a wide range of individuals including customers, end users, programmers and analysts, Database Administrators, and other System and Network Administrators.The Contractor shall:Design, build, implement, and maintain ITOPS IO’s network infrastructure as well as connectivity among data centers. These tasks shall be performed in an environment characterized by Cisco enterprise class switches and routers including Cisco 6500 4500, 3900, Cisco Integrated Servicesonet Router (ISR), Cisco Aggregation Services Router (ASR), Cisco Nexus, Cisco Virtual Application Container Services (VACS) and Cisco 6500 Virtual Switching System (VSS). The environment numbers approximately twenty firewalls 500-600 switches, and 150-200 routers, 20-30 Load Balancers, approximately 100 WAN acceleration devices, and miscellaneous wireless network equipment.Perform Network Operating System upgrades on all network devices.Design, deploy, configure, administer and maintain network High Availability (HA) designs. ITOPS IO networks include the following HA solutions: First Hop Redundancy Protocols (FHRP), Virtual Port Channels (VPCs), Rapid Spanning Tree Protocol (RSTP), Multi-Chassis Link Aggregation, Interior Gateway Protocol (IGP) routing protocols, and Overlay Transport Virtualization (OTV).Recommend strategic direction and execution path for our networks, tools, and Contractors. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes. Identify and document design/architecture best practices for ITOPS IO adoption. Lead technical design/architecture reviews of applicable ITOPS IO projects. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes Design Network Implementation Plans for Layer 2/3 that include Spanning Tree, virtual local area networks (VLANs), Virtual Port Channels (VPCs), Port Channels, Multi-Chassis Link Aggregation, redundant connectivity to ISPs, complex routing/switching infrastructure, extranet connectivity, data center design, and Wide Area Network (WAN) integration. These tasks shall be performed in an environment that includes network interfaces using a variety of network data link technologies such as wired Ethernet, enterprise Wi-Fi and serial interfaces/leased TELCOM connections using Frame Relay, VLAN Trunking Protocol (VTP) Point-to-Point Protocol (PPP), Metro-E and High-Level Data Link Control (HDLC). Routing protocols used in ITOPS IO networks include Enhanced Interior Gateway Routing Protocol (EIGRP), Open Shortest Path First (OSPF), Routing Information Protocol (RIP) internal routing protocols, and Border Gateway Protocol (BGP).Implement networks per the Network Implementation Plans.Design, deploy, configure, and maintain multicast networks. Multicast protocols used in ITOPS IO include Protocol-Independent Multicast (PIM) dense and sparse mode, Cisco Group Management Protocol (CGMP), Internet Group Management Protocol (IGMP), Multicast Listener Discovery (MLD), Bootstrap Router (BSR) protocol.Design, deploy, configure, and maintain site-to-site and client-based Virtual Private Networks (VPNs), configure Internet Protocol Security (IPsec), and design, deploy, configure and maintain Multiprotocol Label Switching (MPLS) tunnels.Design Network Protection Plans to include firewall perimeters. These tasks shall be performed in environment characterized by, Cisco Adaptive Security Appliance (ASA) Firewalls, Cisco Virtual Security gateways and Checkpoint firewalls. Manage Authentication, authorization, accounting and user privileges through the use of Cisco Access Control Servers (ACS), Cisco Security Manager (CSM) and Cisco Identity Services Engine (ISE).Expand network capabilities through bandwidth optimization, effective transport protocols application, and Quality of Service (QOS) designs to accommodate circuit-voice, Voice over IP (VoIP), web, video conferencing, and unified messaging.Participate in ITOPS IO support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.The Contractor may be required to provide technical SME support to ITOPS IO and VA sponsored initiatives. Support shall include development of schedules and plans, communication of progress to management in both verbal and written formats, identification of barriers, and identification and evaluation of alternatives.Architecture Assessment ServicesSystems and Infrastructure Architecture AssessmentThis task requires applying analytical processes to the planning, design and implementation of new and improved Architecture and Workflows to meet the Business Continuity requirements of customer organizations.The Contractor shall:Provide SME level architectural design reviews and analyses to Storage, Networks, Virtualization, and Backup.Analyze Technically Agnostic Independent best practices and make recommendations to Architecture GAPs related to Staffing, Training, Process and work flows, and Configuration Management. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes.Analyze Operational Risks and AssumptionsConduct feasibility and trade-off analysis. Analysis must be completed in the context of local, national and federal architectural standards.Ensure the integration of all systems components, e.g., procedures, databases, policies, software, and hardware; planning systems implementation.Ensure the rigorous application of information security/information assurance policies, principles, and practices to the systems analysis process.Function as a SME level systems analyst/solution architect on various ITOPS IO projects.Facilitate customer, VA technical staff and management meetings through in-person and remote settings.Process and Workflows AssessmentThe Contractor shall:Perform IT service management (ITSM) analyses to define opportunities for new or improved business process solutions. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes.Conduct business process engineering.Gather, describe and document functional and system requirements using processes and methods in a broad range of IT activities and in-depth analysis of IT issues as necessary.Analyze ITSM objectives.Develop cost estimates for new and modified systems.Analyze risks and assumptions.Conduct feasibility studies and trade-off analyses. Analysis must be completed in the context of local, national and federal architectural standards.Prepare business cases for the application of IT solutions.Present information formally and informally, including business cases, best practices recommendations, systems designs, technology briefings and training to a variety of audiences as coordinated with the COR/VA PM(s).Use ITOPS IO currently installed version of Microsoft Word, Excel, Visio, PowerPoint, SharePoint and other ITOPS IO currently supported tools to documentation, as necessary. This may include specific configuration instructions, specifications, hardware and software requirements, implementation plans, version description, interface requirements/guide, administrative support guide, troubleshooting guides, user/analyst guide and physical and logical layer diagrams as necessary.Use the standard ITOPS IO change management system to obtain new work assignments, update status and store work products as necessary.ENTERPRISE APPLICATIONS MANAGEMENT SERVICES (T&M)The Contractor shall provide 24x7x365 across three shifts to provide 24x7x365 (except for Federal holidays where support will be provided on a call back basis) in support of all 5.6 sections and sub-sections. The Contractor shall perform 24x7x365 requirements analysis, system analysis, development and implementation support for core functional business requirements and support all monitored applications, systems, and services, process re-engineering and adaptation of IT solutions in support of environments internal and external to the organization. Application support may include advanced collaboration capabilities, workflow, business process modeling, business process modeling translation, system modeling and simulation, software development and deployment, executive dashboards, enterprise search and discovery, project management and scheduling tools and applications and advanced multi-media support for training and marketing requirements.For informational purposes related to widespread support required, Historically, VA has accomplished the enterprise applications management tasks below with the below following Full Time Equivalent (FTE) positions:Austin, TexasProgram ManagerProject ManagerAdministrative/Clerical Assistant IIIApplication/System Analyst, SeniorArchitectBusiness Analyst, SeniorBusiness Process Re-EngineerBusiness Process TechnicianConfiguration AnalystConfiguration Manager (Jr/Sr)Cyber Security Specialist, SeniorDatabase Administration, Sr.Database Architect, Sr.Development ManagerDeveloperFunctional Area Expert I, IIProduct Analyst, Sr.Project AnalysstProgram Analyst ExpertProgram Analyst, SeniorRelease ManagerSoftware Engineer, SeniorSoftware Systems Architect, (Jr/Sr)rSystem Administrator, (Jr/Sr)System Engineer, SeniorTechnical Systems Architect ExpertTechnical WriterTechnical Writer/Editor, SeniorQuality Assurance ManagerWeb Designer, SeniorSystem Maintenance ManagerSystem Maintenance Technician IINetwork EngineerNetwork AdministratorSecurity Analyst SeniorHines, IllinoisProject ManagerProgram ManagerSoftware Systems Architect, SeniorPhiladelphia, PennsylvaniaProject ManagerProgram ManagerSystem Administrator, SeniorFalling Waters, West VirginiaProject ManagerTechnical Writer/Editor, SeniorProgram ManagerSystem Engineer, Senior Application Management SupportThe Contractor shall provide 24x7x365 support: Serve as the Subject Matter Expert (SME) for one or more applications in the Sustainment lifecycle. Possess a working knowledge of the products used to monitor and measure application and infrastructure performance.Perform as the subject matter expert (SME) for assigned applications, possessing a working knowledge of the application (including navigation and functionality) infrastructure, and security architecture. The Contractor shall be able to converse fluently with customers, architects, technical teams, product development, and other stakeholders. The Contractor shall maintain familiarity with UNIX, Linux, and Windows operating systems, Common Business Oriented Language (COBOL), Job Control Language (JCL) and associated utility programs, Oracle and SQL Database usage, and general datacenter infrastructure including cloud and virtual hosting services, server technology, Mainframes, Automated Scheduling, Electronic File Transfers, Print Production, disk and tape storage, backup methodologies, and disaster recovery.Keep all components of product releases, and infrastructure changes, are organized and deployed in a controlled manner enabling a repeatable process. Manages the release and deployment process. Release Management activities include design and implementation of formal procedures, including checks and balances throughout the process. The Contractor shall identifies and mitigate risk to ensure the integrity and recoverability of the production environment. The Contractor shall ensure the currency, accuracy, and completeness of the Configuration Management Database (CMDB) for all business and technical data elements for assigned applications.Keep the currency, accuracy, and completeness of the Configuration Management Database (CMDB), work management and mail group memberships, costs for assigned applications and projects, ATO (Authorization to Operate) and security artifacts, and security patches maintained.Enforce compliance with VA security and privacy policies and directives, and the CRISP initiative. The Contractor shall take immediate action and ensure resolution of violations and non-compliance, Infrastructure Operations (ITOPS IO) policies, procedures, directives, and management handbooks, and ITOPS IO & VA approved data storage backup policy.Monitor and analyze application performance, capacity, reliability, and stability metrics. The Contractor shall take immediate corrective action to mitigate unacceptable performance levels, and develop plans for resolution.Proactively manage server certificates. The Contractor shall maintain and publish a plan that identifies and tracks tasks, schedule, and ownership. Manage application outage and Swift Action Response Team (SWAT) events, and proactively engage in root cause analysis.Analyze and manage the Automated Notification Response (ANR) process, ensuring accuracy and completeness. Determine root cause analysis of application outages and creates effective remediation plans.Participate in the ITOPS IO Operations Planning meetings, assessing change impact, performing risk mitigation, and organizing communication plans. The Contractor shall serve as the application’s primary technical SME point-of-contact, facilitating and coordinating customer requirements, integration efforts, and other actions, as required.Provide SME recommendations to ITOPS IO during meetings, release management/operational readiness reviews, and other work sessions, such as planning and budgeting. Participate in a matrix team environment, actively and effectively managing relationships with customers, build and release managers, technical teams, product development, project managers, and other stakeholders as required.Keep the currency, accuracy, completeness, and timely close-out of change orders, service requests, and incident reports, verification of all data storage back-ups for assigned applications, accuracy of all labor hours recorded in Primavera for assigned projects, and accurate and timely completion of server worksheets, storage request forms, firewall spreadsheets, and other artifacts required by internal ITOPS IO teams.Maintain recorded labor hours associated with change orders, service requests, incident reports, and activity codes that accurately reflect the work performed for assigned applications. The Contractor shall take immediate corrective action when labor hours are not accurate, reporting discrepancies to the on-site Contractor Manager for contract resources, and including the Program Manager Serve as Subject Matter Expert for internal-facing changes and activities, such as CRISP patching, load balancer upgrades, server builds and modifications, storage allocations, firewall changes, and other related activities.Plan for systems implementation and continual improvement by participating in process design and implementation of procedures for the installation of changes to IT systems and infrastructure.Keep the hardware inventory and software versions tracked and recorded in the CMDB Keep the CMDB current, accurate, and complete for assigned applications. Conduct monthly audits of the CMDB and take immediate corrective action as required when deviations or missing data is found. The Contractor shall provide monthly documentation to the Program Manager on findings and actions.Plan and manage changes and other deployment activities for assigned applications following release, configuration, and project management requirements, and applying Information Technology Infrastructure Library (ITIL) processes according to ITOPS IO policies and procedures.Ensure product releases are operational readiness while providing SME recommendation for the go/no go decision. The Contractor shall ensure that an approved plan is in-place with assigned ownership and schedule to resolve non-compliance issues.Provide planning, coordination, and communication ensuring the successful deployment of software, and infrastructure changes.Ensure that only approved and tested product versions are installed in accordance with the SDE and ITOPS IO approved Process Management website.Verify the accuracy and reliability of product release back out municate the impact of planned releases to all stakeholders.Troubleshoot problems associated with a release.Ensure compliance with ITOPS IO approved backup policy. Takes immediate corrective action when compliance requirements are not met.Monitor the VA TRM (Technical Reference Model) and develop compliance plans. Proactively ensure that the Knowledge Management database contains accurate and current lessons learned and “how to” information.Create SBARs for Senior ITOPS IO Leadership for the purpose of notification and actions regarding policy and other issues requiring ITOPS IO senior leadership direction and approval. All work products shall be provided to COR/VA PM(s) for review prior to any distribution.Ensure that Risk Based Decision (RBD) memos are created according to directives, and are renewed prior to scheduled expiration. All work products shall be provided to COR/VA PM(s) for review prior to any distributionEnsure that Plan of Action and Milestones (POA&Ms) are resolved and responded to as ply with VA security and Information Security policies and directives, and the CRISP. The Contractor shall take immediate action and ensure resolution of violations and non-compliance. The Contractor shall ensure compliance with ITOPS IO and VA policies, procedures, directives, and management handbooks.Support approval of application access requests. The Contractor shall conduct access reviews in compliance with VA policy, including the closing of expired accounts. Remain current on all VA required training requirements.Provide monthly status and action plans for Outages, root cause analysis, and remediation plans, Risks and issues (in advance of a crisis), customer satisfaction, Lifecycle plans, application metrics, trends, actions, and CRISP compliance.Serve as backup to the Application, Build, or Project Manager, and other IT Specialists.Build ManagementThe Contractor shall provide 24x7x365 Build Management Services ensuring that all components of product, and infrastructure maintenance are organized and deployed in a controlled manner enabling a repeatable process. Manage the release and deployment process and interface with Change Management. Build Management activities include design and implementation of formal procedures, including checks and balances throughout the process. Identifies and mitigates risk to ensure the integrity and recoverability of the production environment. Build Managers have a primary duty to ensure the CMDB is current, accurate and complete for all business and technical data elements for assigned applications.The Contractor shall:Provide planning, coordination, and communication ensuring the successful deployment of software, and infrastructure modifications.Install only approved and tested product versions, when required.Review and verify the accuracy and reliability of back out instructions.Work with the Application Manager to communicate the impact of planned maintenance to all stakeholders.Troubleshoot problems associated with the planned maintenance in a release.Keep the currency, accuracy, completeness, and timely close-out of change orders, service requests, and incident reports, verification of all data storage back-ups for assigned applications, accuracy of all labor hours recorded in the appropriate labor tracking and ticketing applications for assigned work, accurate and timely completion of server worksheets, storage request forms, firewall spreadsheets, and other artifacts required by internal ITOPS IO teams.Maintain recorded labor hours associated with change orders, service requests, incident reports, and activity codes that accurately reflect the work performed for assigned applications. The Contractor shall take immediate corrective action when labor hours are not accurate, reporting discrepancies to the on-site Contractor Manager for contract resources, and including the Application and Program ManagersServe in a project management capacity for internal-facing maintenance and other activities, such as CRISP patching, load balancer upgrades, server builds and modifications, storage allocations, firewall changes, and other related activities.Plan for systems implementation and continual improvement by participating in process design and implementation of procedures for the installation of maintenance to IT systems and infrastructure.Keep the hardware inventory and software versions tracked and recorded in the CMDB.Proactively ensure that the CMDB is current, accurate, and complete for assigned applications.Conduct monthly audits of the CMDB and take immediate corrective action as required when deviations or missing data is found. The Contractor shall provide monthly documentation to the Application and Program Managers on findings and actions.Plan and manage maintenance and other deployment activities for assigned applications following release, configuration, and project management requirements, and applying Information Technology Infrastructure Library (ITIL) processes according to ITOPS IO policies and procedures.Manage the build processes and manage the change and release processes using ITOPS IO’s work management tool. Possess a working knowledge of the products used to monitor and measure application and infrastructure performance. The Contractor shall provide support to the Application Manager(s) to monitor and analyze application performance, capacity, reliability, and stability metrics. The Contractor shall take immediate corrective action to mitigate application performance issues identified by multiple sources, and develop plans for resolution.Proactively engage in root cause analysis and SWAT activities.Proactively ensure that the Knowledge Management database contains accurate and current lessons learned and “how to” ply with VA security and privacy policies and directives, and CRISP. The Contractor shall take immediate action and ensures resolution of violations and non-compliance, ITOPS IO and VA policies, procedures, directives, and management handbooks.Remain current on all assigned training requirements.Serve as backup to the Application or Project ManagerM204 Database AdministrationThe Contractor shall provide 24x7x365 M204 Database Administration Services support the VHA Decision Support System (DSS), which is the customized Allscripts application, residing on an M204/IBM zEnterprise 196 series database platform. The database system is comprised of 22 production regions, 30+ test/training regions, and is over six (6) terabytes of stored data. The customer base includes 129 VA medical centers and various management organizations. The M204 Database Administration Services support must include assurance of 24x7x365 availability, troubleshooting, and tuning to ensure acceptable response times and supports the VHA’s Decision Support Systems (DSS) application, with sole responsibility for all database administration activities.The Contractor shall:Document problems that occur and report on resolutions and develop recommendations for preventing a recurrence of the problem. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation.Respond and resolve any database issues.Monitor and analyze M204 database to identify potential problem areas and develop solutions before problems surface.Perform the necessary quality assurance procedures and coordinate with all necessary elements to ensure products conform to customer's requirements.Establish controls to ensure an accurate and timely product.Install patches to Allscripts software and maintain documentation and notifications when requested by the Team Leader.Analyze and resolve problems when notified by Decision Support System (DSS) help desk personnel. Coordinate work with applications programmers, database administrators and team leaders assigned to project.Respond to callback and serve as POC for production failures, ensure and coordinate resolution and correction of production failures. Prepare reports, logs, plans, lists and specification documents as needed and pertinent to assignments.Provide daily status reports during periods of callback. These reports are conveyed to the DSS Team Leader and shall be provided not later than 7:15 a.m. each morning. The morning report shall contain the nature/cause of any abnormal processing during the night, the corrective actions for the abnormal processing, any follow up that is necessary for the abnormal processing and any delays for the user caused by the abnormal processing. The root cause of the problem shall be identified (e.g., user, ITOPS IO personnel, platform, communications, data storage, procedures, etc.). Participate on bi-weekly status calls with the Managerial Cost Accounting Office (MCAO) customer, and as needed when problems arise.Keep work assignments compliant with appropriate standards.Ensure Veterans Integrated Service Network (VISN) on-line sessions are initiated based on the published schedule. The Contractor shall document reasons for on-line session delays.During callback periods, the Contractor shall make initial contact with the DSS help desk technician within 30 minutes of contact. Help desk problem tickets shall be resolved and the resolution reported back to the help desk before 6:00 a.m. CST. In some cases, the resolution may be that the ticket will be held until the DSS Help Desk personnel arrive in the morning.Provide an Implementation Plan.Provide Weekly Reports. Perform other database administrative services as required.Requirements AnalysisThe Contractor shall provide 24x7x365 support. The Contractor shall maintain and update VA application systems that deal with financial/accounting, Human Resources (HR), and payroll functions. These applications are written in Common Business Oriented Language (COBOL), Assembler Language Coding (ALC), and use IBM’s Integrated Information Processor Job Control Language (z/9 JCL), IBM’s Customer Information Control System (CICS), and Virtual Sequential Access Method (VSAM). Many of the customized reports are in as the Statistical Analysis Systems. The Contractor shall work with business partners to perform requirements analysis, and create the system specifications documentation to support Service Requests and/or Help Desk Tickets received from customers. The Contractor shall utilize its technical knowledge of application input screens, batch modules; edit modules, and reports, in the execution of their duties. The Contractor’s approach and output shall be consistent with the Capability Maturity Model (CMM) and a sound software development methodology. These tasks require a high level of technical expertise. These fields align with VA’s civilian payroll, human resource, and financial and/or medical applications.The Contractor shall:Convey explanations and details orally and in writing. The Contractor shall provide status updates of multiple efforts to co-workers, team leaders and supervisors.Create Project Business Cases.Create/update Project Charters. The Contractor shall coordinate all work with the ITOPS IO application programmers and system programmers assigned to coordinate the applications and z/9 platform. Any changes shall be provided to the COR/VA PM(s) prior to any changes. Perform the necessary quality assurance procedures and coordinate with all necessary elements to ensure products conform to customer's requirements.Allocate system requirements to hardware, software, and other system components.Document the allocated requirements in a Requirements Specification Document to include a Requirements Traceability Matrix. All technical documentation shall be provided to the COR/VA PM(s). Conduct reviews with Senior Management on a periodic basis to discuss the activities for managing the allocated requirements.Ensure that changes to the allocated requirements are reviewed and incorporated into the software project.Make and use measurements to determine the status of the activities for managing the allocated requirements.Accurately document and incorporate all modifications, from all valid sources, into the appropriate System Requirements Specification (SRS). Ensure the completion of the Requirements Specification document and update it as needed.Incorporate all functional and detailed requirements in the Design Specification using the Requirements Specification. Update the Design Specification document as necessary. All technical documentation shall be provided to the COR/VA PM(s). Test and review system processes as part of the software design lifecycle. Test and review system processes as part of the software design lifecycle, and provide written Test Plans.Generate Test data, and make minor updates to COBOL programs as needed.Participate in the creation of project estimates.Keep the Project Manager informed of the status of the Requirements and Design Specifications rm the Project Manager of any identified risks pertaining to the project.Resolve all action items assigned resulting from product reviews and process audits.Attend project meetings, conduct peer reviews, and participate in product reviews of the Requirements and Design Specification documents. Facilitate meetings to collect input from business owners and incorporate into the technical requirements.Schedule and facilitate Joint Application Development (JAD) sessions.Create/update release schedule based on input from customers and other stakeholders. Provide release status to stakeholders.Utilize SDM to create a new support request, retrieve and modify an existing support request, and close a support request.Create and maintain activities as needed to support projects. Create Project Schedule in Primavera and update with change orders.Adhere to all ITOPS IO program and naming standards.When supporting the ITOPS IO projects, the Contractor must abide by the following service level agreements:Perform the necessary quality assurance procedures and coordinate with all necessary elements to ensure products conform to customer's requirements.Keep work assignments compliant with appropriate standards.Ensure that all delivered products meet or exceed the performance service level agreement.Develop Requirements and Design Specifications in accordance with agreed to project schedules.Systems Analysis – Mainframe DevelopmentThe Contractor shall provide 24x7x365 Systems analysis/mainframe development services for the mainframe environment involving coding and testing in support of service requests and problems received from customers. The systems in this environment are typically written in COBOL II and use z/OS Compiler; with supporting utilities such as Job Control Language (JCL),?SAS (formerly known as Statistical Analysis Systems), Customer Information Control System (CICS), Virtual Storage Access Method (VSAM), IBM DB2 Enterprise Server Edition (DB2), Integrated Database Management System (IDMS), ORACLE, and Model 204. Typical tools used are CA7, TSO ISPF, SyncSort, and ENDEVOR. The Contractor shall use these various tools and programming languages to develop, update and maintain Medical, Financial and other mainframe based IT systems.The Contractor shall:Write, execute, and analyze benchmark programs to test proposed new software features.Establish controls to ensure an accurate and timely product.Perform the necessary quality assurance procedures and coordinate with all necessary elements to ensure products conform to customer's requirementsParticipate in the estimation process of projects.Provide application programming support.Maintain and update input screens, batch modules, and their related edit modules.Maintain and update application modules and the associated JCL, copybooks, and PROCS as it pertains to ITOPS IO projects.Coordinate all work with other ITOPS IO application programmers and system programmers.Analyze and recommend a test management process: analyze an application and determine testing requirements, develop test plans, create test cases and perform tests runs, report and track defects in the application and document the code changes and provide progress reports. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation.Ensure that new software is integrated with existing software.Design and document output formats for printed file records and reports and depict each position that the program/module is to print or display.Design and document each data field and verify that the data field is large enough to accommodate the largest possible value it might contain and to allow for possible expansion.Document the detailed logic required by the program/module and all of its processing steps.Analyze production problems and research proper solutions.Provide status updates of multiple efforts to co-workers, team leaders and supervisors.Design and document the overall software process flow to include interfacing rm the Project Manager of any identified risks pertaining to the project.Resolve all action items assigned resulting from product reviews and process audits.Attend project meetings, conduct peer reviews, and participate in product reviews of the Requirements and Design Specification documents.Convey explanations and details pertaining to requirements and service requests, orally and in writing.Utilize a change, configuration and release management product to create a new support request, retrieve and modify an existing support request, and close a support request.Perform production callback, including outside normal duty hours, weekends, and holidays.Adhere to all ITOPS IO program and naming standards.Technical WritingITOPS IO applications support health, financial, and benefits programs for US Veterans globally. Concise documentation for robust software, sound processes, and program documentation are critical to ensuring delivery of the services provided by VA programs. The Contractor shall support the implementation of new projects and upgrades to existing projects by developing and delivering technical documentation for the project and facilitating collaboration by establishing meeting locations, shared workspaces, agendas and meeting records. The Contractor shall utilize currently installed ITOPS IO documentation tools such as; Microsoft Word, Adobe FrameMaker, Visio, MS Project, Microsoft SharePoint, and ITOPS IO templates to support project documentations. In support of this effort, the Contractor shall be required to update or create project documents including project installation, modification, administration support guide, version description, interface requirements/guide, administrative support guide, troubleshooting guide, user/analyst guide, physical and logical layer diagrams, and other necessary project documentation. All documents shall be provided to the COR/VA PM(s) for review and acceptance. MS SharePoint AdministrationThe Contractor shall provide 24x7x365 support. The Contractor shall have functional knowledge of MOSS 2007 and 2010 (SharePoint) application and infrastructure components. The Contractor shall assess, choose and describe product strategies between MOSS 2007 and 2010, WSS 3.0, and Microsoft Office Forms Server 2007. The Contractor shall conduct architectural design, web parts development, server installation, management and troubleshooting with focus on planning, deploying, and supporting SharePoint implementations.The Contractor shall:Act as the SME for SharePoint 2007-2010Perform as technical expert and architect for providing leadership to SharePoint developers and administrators. Work with site collection stakeholders and site content managers to create/build SharePoint solutions and migration support.Lead architecture and process strategies, ensuring that the enterprise SharePoint environment is scalable, sustains performance requirements, and complies with VA’s privacy and security policies. All recommended strategies shall be provided to the COR/VA PM(s) prior to any implementation or changes.Monitor and respond to escalated Service Desk tickets supporting SharePoint Technician and Intern(s) as required.Develop course content and conduct training.Implement and support “form services”, custom reporting, custom workflow, and searches.Work closely with customers, architects and management to deliver solutions.Facilitate architecture and design sessions with customers, stakeholders and content managers.Work with business and infrastructure partners to define SharePoint deployment strategies.Work with projects teams to analyze business and technical requirements.Provide work and budget plete tasks to specification, within time and budget.Develop and document solution designs.Design and implement complex data models.Develop SharePoint solutions using the appropriate tools.Identify units of work and manage team member assignments. Monitor development team in executing the development plan and quality assurance activities.Plan, execute, document, track, and resolve unit, system integration, and performance tests.Develop human based workflow processes.Web DevelopmentThe Contractor shall provide 24x7x365 support:Participate in multi-functional project planning sessions with team members, members of the business unit(s) and requirements analysts to analyze requirements and provide design recommendations. All recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes. Collaborate with technical and business stakeholders and coordinate activities with other groups and departments.Work with project teams to define, design, implement and manage complex project artifacts and documentation. Translate high-level business needs, cases and models into detailed design specifications. All technical documentation shall be provided to the COR/VA PM.Use Oracle or SQL Server Databases and .Net or PHP or JAVA software technologies to develop Internet and intranet web services and web page applications.Prepare and present status updates for projects. Manage small projects.Design and develop new software applications and modifications to existing software applications and modules in accordance with specifications and industry standards.Develop and design new cross-functional software systems using disciplined software development processes (i.e. prototyping).Recognize and apply recurring development patterns within the functional area of responsibility in order to foster increased efficiency in systems development. Maintain code reuse library.Coordinate and manage the development of enterprise distributed systems through the use of modular and object oriented techniques.Conduct and design complex systems integration testing activities and implement multiple application modules the team has developed or modified, ensuring the application meets the needs of the business client.Provide Tier III support to National Help Desk within their area of expertise and supports issues in their area referred by system developers.Research new and emerging technologies. The Contractor shall work with Contractors to understand technology. The Contractor shall provide input to enterprise technical strategy and makes recommendations for new tools, technologies and platforms to be included. All recommendations shall be provided to the COR/VA PM prior to any implementation or changes. Maintain Technical Architecture Standards for enterprise-wide implementation.Maintain Technical Quality guidelines and standards for enterprise-wide implementation.Assist Government staff and System Developers as a SME.Proactively work with Product Development, Service Desk, and other teams, ensuring that the SDM knowledge base contains accurate and current lessons learned and “how to” information.Tuxedo AdministrationThe Contractor shall provide 24x7x365 support:Provide support for the installation, maintenance and administration of UNIX and Windows Tuxedo online transaction processing (OLTP) components, Perform transaction processing analysis and support to the UNIX and Windows components, applying fixes when plete all Tuxedo software implementation documentation and installation of software fixes.Establish and maintain transaction processor (TP) configurations and jobs required to support the Oracle database transaction processor (TP) routines. Monitor, troubleshoot and fine-tune all TP performance with the Oracle Unix-based platform.Document, diagnose and correct problems that occur within installed Tuxedo applications.Assist with ITOPS IO Tuxedo server administrators supporting assigned applications.Configure, administer and use Computer Associates Introscope and TSAM performance monitoring.Messaging System Administration/ArchitectureThe Contractor shall provide 24x7x365 Perform requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer new system capabilities to meet requirements in an architecture capacity only. Provide technical support and consulting services to ITOPS IO staff, Program Management Office personnel, and any involved 3rd party Contractors on enterprise messaging systems, including messaging platforms used to process HL7 messages. The messaging platforms may include messaging technology based on IBM’s WebSphere Enterprise Service Bus and MQ Series messaging, Oracle’s WebLogic Enterprise Service Bus, Mirth, Oracle’s (formerly Sun’s) eGate messaging, Intersystems Ensemble messaging, and Vitria’s Businessware Interface Engine and other similar messaging technologies as required. Validate that the full cycle of a transaction is working as designed, both input and output for any of the above three messaging systems.Fine-tune the messaging system to achieve the highest throughput.Troubleshoot the load of production data.Evaluate and make recommendations for the security of the messaging system. All recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes. Analyze production problems and research proper solutions to issues in the messaging system.Provide status updates of multiple efforts to co-workers, team leaders and supervisors.Develop and run reports on a daily, routine, or as needed basis. These reports are required to ensure the better communication of monitoring results among the team on a daily basis; ensure proactive reporting of any events to our customer in a timely manner; and to identify additional monitoring events that may need to be established to identify any problems and/or issues.Coordinate work with other ITOPS IO application programmers and system programmers.Write, execute, and analyze programs to develop and test proposed new software features.Perform the necessary quality assurance procedures and coordinate with all necessary elements to ensure products seldom have errors.Establish controls to ensure an accurate and timely product.Provide application programming support.Integrate monitoring into the messaging system.Provide testing support and work with external test teams for error/throughput identification, fault point identification and message tracking.Tivoli Federated Identity Manager AdministrationThe Contractor shall provide 24x7x365 support to perform the installation, configuration, and tasks associated with the administration of Tivoli Federated Identity Manager application for the ITOPS IO customer. The Contractor shall implement the design specifications, configuration and deployment of the applications, and perform troubleshooting of complex applications.The Contractor shall:Participate as part of a team in the design, development, implementation and maintenance of a federated authentication infrastructure implementing Tivoli Federated Identity Manager (TFIM) and Tivoli Access Manager e-business (TAMeb) software based on IBM best practices and industry standards.Develop a roadmap which includes a consolidated installation and configuration process.Install and Configure Tivoli Federated Identity Manager and Tivoli Access Manager for eBusiness components including multi-master configuration of Policy Server.Implement backup procedures of TAMeb Policy Database and install and configure Tivoli Directory Server (TDS) in multi-master configuration.Implement backup procedure for TDS data, implement configurations for Tivoli Directory Integrator (TDI) for bridging between existing directories and databases, TDS and TAM, implement and maintain TAMeb auditing and reporting and configure and maintain Global Security.Create TFIM ongoing configurations as necessary.Configure Tivoli Federated Identity Manager.Configure TAMeb components according to design for application migration efforts.Configure WebSphere clustering.Provide on-going solution Support and Administration of Tivoli Federated Identity Manager (TFIM) software suite.Create TAM and TDS ongoing configurations as necessary.Create and monitor health checks for all TFIM and IBM Datapower XS 40 and XI50 components throughout the application migration phase.Consolidate support documents for installation and configuration of all TAMeb components including Tivoli Directory Server, Tivoli Policy Server, Authorization Server, WebSeal and Tivoli Directory Integrator (TDI).Review and validate the current configuration according to the design and document discrepancies.Document all implementation and configuration decisions including specific settings and deviations for installation guides and SOPs.FileNet Administration/ArchitectureITOPS IO provides System Administration support for Veterans Benefits Administration (VBA) Loan Guarantee Web (LGW). LGW has migrated to FileNet P8 and the product requires installation and configuration by a certified P8 System Administrator. FileNet must be installed, configured, secured, backed up, tuned and monitored daily in production, preproduction, and development. The goal of ITOPS IO is to achieve an extremely high degree of availability for all systems.The Contractor shall provide 24x7x365 full-time FileNet P8 System Administration support for LGW development, preproduction and production UNIX based servers to include P8 assurance of 24x7x365 availability, troubleshooting, and tuning to ensure acceptable response times. The Contractor shall provide P8 administration support to a wide range of individuals including customers, end users, programmers and analysts, Database Administrators and other System and Network Administrators.The Contractor shall:Perform requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer new system capabilities to meet requirements in an architecture capacity only.Provide support with the development and integration of FileNet/P8 applications for the ITOPS IO customer. The Contractor shall conduct architectural analysis and review, application integration, provide guidance to developers, and ensure adherence to best practices as well as the customer's business objectives.Provide on the job training on P8 capability to on-site support and technicians as needed.Maintain P8 certification to support installation of P8 in all required environments.Perform FileNet administration necessary to support customer applications during migrations.Act as a liaison with IBM/FileNet Contractor to resolve technical issues and support staff in that role.Install and implement new releases and patches to FileNet software.Install layered systems software, such as MicroFocus COBOL, Oracle, Informix, Vitria, Weblogic etc., on client/server platforms.Design, develop, and implement P8 scripts to fully automate all Help Desk monitoring and reporting functions.Create and maintain P8 SOPs and shall be provided to COR/VA PM(s) for review and acceptance. Troubleshoot P8 problems and take corrective action to fix problems. Contact technical support if necessary.Plan, test and document P8 for disaster recovery.Support users, software Contractors, application support staff, and database administrators with P8 problems, projects, and implementations.Monitor P8 system performance and take corrective action to optimize usage of system resources.Participate in Corporate Data Center, Operations (ITOPS IO) support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and perform troubleshooting for performance issues.Provide technical leadership of ITOPS IO P8 sponsored initiatives. Support shall include development of schedules and plans, communication of progress to management in both verbal and written formats, identification of barriers, and identification and evaluation of alternatives.IBM Datapower AdministrationThe Contractor shall provide 24x7x365Design, implement, and support solutions for IBM DataPower XS40 and XI50 devices incorporating multi-protocol gateways, WS-Policies, and XML firewalls.Configure security on DataPower appliances according to various security standards supported by DataPower.Configure DataPower devices.Integrate DataPower devices with IBM WebSphere and Tivoli Federated Identity Management.WebLogic AdministrationThe Contractor shall provide 24x7x365 Conduct WebLogic server and WebLogic portal architecture and administration reviews involving Installation, Configuration, Tuning, and Deploying applications on WebLogic server and portal.Document, diagnose and correct problems that occur within installed WebLogic applications.Provide on-the-job training for ITOPS IO Web Logic server and Portal administrators supporting assigned applications.Develop scripts in WLST, Jython, Python and ANT scripting to automate and monitor WebLogic routine tasks.Configure WebLogic Servers in a Cluster solution for High Availability, Load balancing and fail over support.Configure, administer and use Computer Associates Introscope J2EE performance monitoring.Document Web Logic best practices.Document operational steps and practices necessary to perform the assigned administrative duties.Configure and administer various monitoring tools and software such as CA Wily Introscope and Customer Experience Manager, XPOLog and other tools.Provide operational support for Glassfish J2EE server implementations.WebLogic Architecture SupportThe Contractor shall provide 24x7x365 architecture, development and integration support of Web Logic applications for the ITOPS IO customer. The Contractor shall conduct architectural analysis and review, application integration, provide guidance to junior developers, and ensure adherence to best practices as well as the customer's business objectives.The Contractor shall:Utilize Java J2EE Enterprise Architect to design, implement, and deploy scalable fault tolerant applications on WebLogic Platform.Develop a Web Logic Architecture Document.Utilize Java Specification Requests (JSRs) 168 Portlet Design and integration to architect WebLogic Portal Server.Develop design patterns for clustered high availability applications.Develop design patterns for reusable and scalable objects.Develop design patterns for optimized data retrieval and storage.Develop design patterns for efficient code and non-blocking multi-threaded applications.Architect, configure, and deploy Java Message Service (JMS) Message queue transmission and reception models for high volume transitionally safe applications.Provide Web Service design using Representational State Transfer (REST) and Simple Object Access Protocol (SOAP).Design and deploy efficient Hibernate design Patterns.Implement and deploy Spring Design Patterns.Create Enterprise JavaBean (EJB) 3.0 Objects for data transaction integrity.Develop with in Eclipse Development Environment.Provide capability to enable team use of Version Control Systems.Streamline Automated Build, Test, and Deploy environments.Develop Regression Testing best practices and provide Regression Test reports.Perform Audit Java Security, Authentication, and Authorization of application.Audit Java performance a tuning of existing applicationsProvide Weblogic Platform diagnostic and troubleshooting ability.Identify existing issues and pro-actively recommend solutions for upcoming issues.Utilize Java Virtual Machine Tuning and analysis for optimized performance on application servers.Review architecture for compliance with the Government Web Server and Network Security Requirement.Perform Operating System Security Hardening.Perform Oracle database design, integration, optimization and configuration.Design and optimized SQL and PL/SQL.Perform Networking configuration for Cisco hardware load balancingOptimize Hardware Load Balancing when integrated with WebLogic Software clustering and load balancing.Ensure IP Routing tables and the implications of high bandwidth network traffic generation from back end systems.Perform optimization of the Wide Area Network (WAN) and Local Area Network (LAN) configuration and deployment topologies to maximize WebLogic J2EE system performance.Provide subject matter expertise through a detailed knowledge of Java, Unix environment from a system administration and development point of view and may be in form of knowledge transfer or more formal training.Optimize operating system for high performance multi-threaded applications that require high CPU and network usage and shall diagnose and triage issues with such systems in a VA environment.WebSphere Architecture SupportThe Contractor shall provide 24x7x365 Architect and design scalable fault tolerant Java 2 Platform, Enterprise Edition (J2EE) enterprise applications on the IBM WebSphere Platform, and provide all recommendations to and for approval by the COR/VA PM(s) prior to any implementation or deployments. Java Specification Request (JSR) 168 Portlet design and integration to WebSphere Portal Server.Develop design patterns for clustered high availability applications.Develop design patterns for reusable and scalable objects.Develop design patterns for optimized data retrieval and storage.Develop design patterns for efficient code and non-blocking multi-threaded applications.Architect, configure, and deploy Java Message Service (JMS) message queue transmission and reception models for high volume transaction safe applications.Design Web Service using REST and SOAP.Design and deploy efficient Hibernate design Patterns.Implement and deploy Spring Design Patterns as coordinated with VA PM(s).Create Enterprise Java Beans (EJB) 3.0 objects for data transaction integrity.Develop within Eclipse Development Environment.Enable team use of Version Control Systems.Streamline Automated Build, Test, and Deploy environments.Develop Regression Testing best practices.Audit Java Security, Authentication, and Authorization of applications.Audit Java performance and perform tuning of existing applications.Perform WebSphere Platform diagnostics and troubleshooting.Identify existing issues and pro-actively recommend solutions for upcoming issues.Java Virtual Machine (JVM) tuning and analysis for optimized performance on application servers.Architect and implement Web Server Security.Architect and implement Network Security.Perform Operating System Hardening.Oracle database design, integration, optimization and configuration.Analyze and optimize Structured Query Language (SQL) and Procedural Language/Structured Query Language (PL/SQL).Perform networking configuration for Cisco hardware load balancingAnalyze and optimize hardware load balancing when integrated with WebSphere software clustering and load balancing.Analyze and optimize IP routing tables based on implications of high bandwidth network traffic generation from back end systems.Perform configuration and topology deployment of Wide Area Network (WAN) and Local Area Network (LAN).Provide Java, and Unix development and administration expertise as required.Optimize operating system for high performance multi-threaded applications that require high Central Processing Unit (CPU) and network usage.SiteMinder Administration/ArchitectureThe Contractor shall provide 24x7x365 support with the architecture, development and integration of CA SiteMinder application for the ITOPS IO customer. The Contractor shall conduct architectural analysis and review, application integration, provide guidance to developers, and ensure adherence to best practices as well as the customer's business objectives.The Contractor shall:Perform requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer new system capabilities to meet requirements in an architect capacity only.Provide on the job training on SiteMinder capability to on-site support and technicians as needed.Provide SME support for SiteMinder configurations, including clustering and managed nodes that provide redundancy and continuity of operation.Perform SiteMinder administration necessary to support customer applications during migrations and in production.Act as a liaison with the SiteMinder Contractor to resolve technical issues and support staff in that role.Install and implement of new releases and patches to SiteMinder software.Design, develop, and implement scripts to fully automate all monitoring and reporting functions, utilize tools supported tools to produce alerts and notify the Austin Service Desk.Create and maintain SiteMinder SOPs, and provide all documentation to COR/ VA PM for review and approval.Troubleshoot SiteMinder problems, which may include network related issues and understanding Active Directory, DNS and others. The Contractor shall take corrective action to fix problem in a timely manner and contact technical support if necessary.Plan, test and document SiteMinder for disaster recovery.Support users, software third party Contractors, application support staff, and database administrators with SiteMinder problems, projects, and implementations.Monitor SiteMinder system performance and take corrective action to optimize usage of system resources.Provide related SiteMinder capacity planning for customers, recommend licenses for various environments and advise on relative hardware and software as needed to establish new systems or environmentsParticipate in ITOPS IO support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and perform troubleshooting for performance issues.Participate in ITOPS IO SiteMinder sponsored and VA initiatives. Tasks shall include development of schedules and plans, communication progress to management in both verbal and written formats, identification of barriers and identification and evaluation of alternatives.Application Performance and Availability Monitoring Administration/ArchitectureThe Contractor shall provide 24x7x365 Perform discovery and requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer/integrate new system capabilities to meet requirements. Provide SME level support on application performance, desktop performance, and application availability and desktop availability monitoring andreporting using current VA monitoring tools such as CA Application Performance Management, AppDynamics monitoring tools, Arcturus Applicare, Microsoft Bluestripe Factfinder, XPOlog Management, CA Service Operations Insight, CA Business Service Insight, Aternity Desktop monitoring, and other performance monitoring tools as required. Customize the monitoring interface to provide dashboards, monitoring and alerts for all monitored applications. .Document and test the customizations.Assist Government and Contractor support personnel in development and performance testing staff on the use of monitoring diagnostic tools to find the root cause of performance issues.Assist Government and Contractor helpdesk staff on the use of monitoring diagnostic tools to pinpoint production issues.Assist Government and Contractor staff on Root Cause Analysis based on data reported from the monitoring system.Create and tune performance monitoring and availability alerts.Recommend policies and procedures on actions to take based on the alerts generated. All recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes. Develop standards, policies and procedures around the use of application performance monitoring and availability in the pre-production and production environments, and provide all recommendations to the COR/VA PM(s) prior to any implementation or changes.Participate in tuning and troubleshooting efforts.Work with customers to resolve performance and availability issues.Monitor subsystems using customized scripting appropriate to the monitoring tool being used.Document operational steps and practices necessary to perform the assigned administrative duties, example creating Run-work and Infrastructure Performance Monitoring and Availability Administration/ArchitectureThe Contractor shall provide 24x7x365 Perform and discovery and requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer new system capabilities to meet requirements. Provide SME level support on current VA network and server infrastructure monitoring tools such as CA Spectrum Infrastructure Manager, CA Service Operations Insight, and CA Virtual Assurance, CA Unified Infrastructure Management, Orion Solarwinds, CA eHealth, CA NetQoS and other similar system management tools.Customize CA Spectrum Infrastructure Manager, CA Service Operations Insight, and CA Virtual Assurance to provide dashboards, monitoring and alerts for monitored network and server infrastructure environments. Integrate network and server infrastructure monitoring tools with other monitoring systems and reporting/dashboard tools. Assist Enterprise Service Desk, IT, and performance testing staff on the use of the network and server infrastructure performance monitoring and availability of systems to find the root cause of performance and availablilty issues.Develop standards, policies and procedures around the use of the network and server infrastructure performance monitoring and availability suite of products in the pre-production and production environments, and provide all recommendations to and for approval by the COR/VA PM(s) prior to implementation or changes.Participate in tuning and troubleshooting efforts.Work with customers to resolve identified performance and availability issues.Adhere to all ITOPS IO and National VA program and naming standards.Support, install, configure, and perform fault isolation for server migration and operating system upgrades. The migration and upgrade shall be accomplished on time and with insignificant user impact.Document the technical procedures and guidelines used to install, configure and administer servers. Create a complete documentation package from the gathered information.CA Service Desk-Monitoring Integration AdministrationThe Contractor shall provide 24x7x365Provide expert level technical support to enable comprehensive integration of the CA Service Assurance software suite with SDM.Provide expert level technical support for customization of interfaces into USD from other software tools including the use of the web services interface provided by USD as well as other methods for scripting customized functions and abilities into USD from external products.Utilize database utilities to backup, extract, dereference, replace, and restore data into the Configuration Management Database (CMDB).Provide industry and best practice technical suggestions and solutions within the Information Technology Infrastructure Library (ITIL) framework.Provide expert level technical support of the SMD Configuration Management Database and any integration required into other products such as with CA Cohesion or Configuration Automation.Personalize, configure, adapt, and customize the Service Support suite to support ITOPS IO business requirements.Provide expert level technical support in the interface of the CMDB with CA Configuration Automation.Provide expert level technical support of the SDM CMDB Visualizer functionality to accurately display CMDB relationships.Provide expert level technical support for any type of exports/imports into SDM CMDB from other CA products and from one SDM CMDB to another.Initiate AdministrationThe Contractor shall provide 24x7x365Provide application administration of IBM’s Initiate and InfoSphere Master Data Management (MDM) Systems, a COTS data management system.Provide technical support and guidance in the installation of Initiate and MDM both in a production and development/test environments.Identify space requirements and registry key requirements.Work with ITOPS IO database and WebLogic and WebSphere administrators to integrate initiate and MDM into existing production and development systems.Develop and execute complex SQL queries against an Oracle database.Integrate Initiate and MDM with LDAP and Active Directory.Update a patient database administrative procedures document covering Initiate and MDM administration, troubleshooting, and monitoring procedures as well as operational steps and practices necessary to perform the assigned administrative duties.Support Weblogic and WebSphere application server administrationSupport Oracle database integration with Initiate and MDM productsAutomation Administration/ArchitectureThe Contractor shall provide 24x7x365Perform requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer new system capabilities to meet requirements in an architect capacity only.Provide expert level technical support to administer and configure a wide range of IT automation services and software tools including automated asset/configuration item/software discovery and dependency mapping (coni, population of an enterprise Configuration Management Database with discovered data and dependencies, process automation, release automation, and workload automation. Examples include CA Configuration Automation, CA Process Automation, CA Release Automation, BMC Atrium Discovery and Dependency Mapping, CA Workload Automation, and other similar software automation tools. Provide expert level technical support on the configuration and installation of automation systems.Provide expert level technical support for the integration of automation features and functions into the CA Service Desk CMDB.Integrate the automation systems with other systems as necessary. Open Systems Infrastructure Open Systems - FinancialThe Contractor shall provide 24x7x365Develop required plans and specifications, and provide all recommended changes to and for approval by the COR/VA PM(s) prior to any changes. Follow all build and release management, and change management guidelines.Analyze system problems, research and implement proper solutions.Develop, maintain and update batch modules, and their related processes.Document explanations and details orally and in writing.Perform unit test and system integration testing of all changes.Submit validated test results of the test plan as executed against the applicable system.Develop a Unit Test Log after the Design Specification and before coding begins. This log shall identify the unit tests to be executed in order to correctly and properly test the code. The Contractor shall ensure the Unit Test Log is finalized during the Code and Unit Testing (CUT) phase.Provide system application programming support.Administer, maintain, and keep current all documentation and related procedures for Disaster Recovery and Continuity of Operations (COOP) exercises for applications.Follow change management, release management, build management and ITIL practices and implementations.Provide application technical support for all Oracle Financial models (version 12.0 or above), Accounts Payable (AP), General Ledger (GL), Fixed Assets (FA), and Cash Management (CM).Support batch schedules.Write and execute SQL, PL/SQL stored procedures, Unix/Linux scripting and PRO*C.Write and execute UNIX & SHELL scripts.Submit modified screens, code, programs, documentation, and/or interfaces when corrections have been incorporated and the project is complete.Triage issues that occur and determine optional solutionsConfigure and operate Oracle Business Process Execution Language (BPEL) Process Manager.Testing of module functionality after patch application and after applying customization releases.Develop test scenarios and perform functional and regression testing with documented resultsProvide solutions and recommendations to process issues related to Oracle Applications.Design, Develop custom Oracle Forms and Reports; Maintain, Perform enhancements, troubleshoot custom Oracle Forms and ReportsOpen Systems - RetailThe Contractor shall provide 24x7x365Develop required plans and specifications, and provide all changes to and for approval by the COR/VA PM(s). Follow all build and release management, and change management guidelines.Analyze system problems, research and implement proper solutions.Provide status updates of multiple efforts to co-workers, team leaders and supervisors.Develop, maintain and update batch modules, and their related processes.Document explanations and details. Perform unit test and system integration testing of all changes.Submit validated test results of the test plan as executed against the applicable system.Develop a Unit Test Log after the Design Specification and before coding begins. This log shall identify the unit tests to be executed in order to correctly and properly test the code. The Contractor shall ensure the Unit Test Log is finalized during the Code and Unit (CUT) phase.Provide system application programming support.Administer, maintain, and keep current all documentation and related procedures for Disaster Recovery and Continuity of Operations COOP exercises for applications.Attend and participate in technical and project planning meetings.Perform change management, release management, and build management and ITIL practices and implementations.Provide application technical support for Oracle Retail models, Retail Merchandising System (RMS), Retail Sales Audit (RESA), Store Inventory Management (SIM), Allocations, Retail Data Warehouse (RDW) / Oracle Business Intelligence Enterprise Edition (OBIEE), Retail Price Management (RPM), Retail Invoice Matching (REIM) and Merchandise Financial Planning.Support batch scheduling for Oracle Retail data model.Write and execute PL/SQL stored procedures, Pro*C, and Oracle Forms.Deliver listings and executable software that has been developed in accordance with the established processes/procedures.Submit modified screens, code, programs, documentation, and/or interfaces when corrections have been incorporated and the project is complete.Address messaging errors for integration using the Retail Integration Bus (RIB) Hospital Administration.Triage issues that occur and determine optional solutions.Configure and operate Oracle Business Process Execution Language (BPEL) Process Manager.Design, Develop custom Oracle Forms and Reports; Perform enhancements, troubleshoot custom Oracle Forms and ReportsDesign, Develop custom reports in OBIEEWrite and execute UNIX & SHELL scripts.Open Systems - Systems AnalysisThe Contractor shall provide 24x7x365 Develop and maintain applications developed in Oracle Developer, Computer Associates ERWIN, Java, Perl, and PHP.Analyze production problems and research proper solutions.Convey explanations and details orally and in writing.Coordinate work with other ITOPS IO application programmers and system programmers.Write, execute, and analyze programs to develop and test proposed new software features.Provide system application programming support.Establish controls to ensure an accurate and timely product.Participate in the creation of project estimates for systems analysis in support of ITOPS IO Open Systems projects.Perform the necessary quality assurance procedures and coordination with all necessary elements by performing software testing to minimize product errors with the goal being no defects in production.Produce data extracts.Open Systems - Requirements AnalysisThe Contractor shall provide 24x7x365 Identify and document existing system functionality.Coordinate and facilitate meetings with the internal and external stakeholders in order to identify the required functionality for system enhancements. The Contractor shall document the requirements; coordinate the Change Control Board approval process; and develop Requirements Specification, and provide all technical documentation to and for approval by the COR/VA PM(s).Assess variances from the approved Requirements and develop and implement changes as necessary to ensure project remains within specified requirements and is within time, cost and quality objectives. The Contractor shall notify all affected groups of approved changes to commitments.Analyze system requirements and allocating them to hardware, software, and other system components. The Contractor is not required to provide any hardware, software, or other components as part of this activity. Document the allocated requirements (number of modules involved, amount of DASD, data infrastructure, etc.) in a Requirements Specification document (to include a Requirements Traceability Matrix). All technical documentation shall be provided to the COR/VA PM(s) as required. Conduct reviews with the Customer and Senior Management on a periodic basis to discuss the activities for managing the allocated requirements.Ensure changes to the allocated requirements are reviewed, and when approved, incorporated into the software project.Make and use measurements to determine the status of the activities for managing the allocated requirements.Incorporate all functional and detailed requirements in the Design Specification using the Requirements Specification. All technical documentation shall be provided to the COR/VA PM(s) as required.Design and document the input and output file record layouts and screens.Ensure that new software is integrated with existing software.Design and document output formats for printed file records and reports and depict each position that the program/module is to print or display.Design and document each data field and verify that the data field is large enough to accommodate the largest possible value it might contain and to allow for possible expansion.Ensure that the correct format (i.e. alpha, alphanumeric, and numeric) is in each data field.Document the detailed logic required by the program/module and all of its processing steps.Design and document the overall software process flow to include interfacing systems.Develop test scenarios.Provide Service Request (SR) time and cost estimates to the Project Manager as requested.Notify the Project Manager of any identified risks pertaining to the project.Attend project meetings, participate in peer reviews product reviews of the Requirements and Design Specification documents.Quality Control ManagementThe Contractor shall perform Quality Control management tasks for ITOPS IO, Enterprise Systems Division, and ITOPS IO. ITOPS IO requires Quality Control support for one or more mainframe applications.The Contractor shall provide 24x7x365 Provide quality assurance and test efforts for application software projects and maintenance activities. The ITOPS IO environment includes Oracle and SQL Database scripting, JCL, COBOL and Mainframes and Open System environments.Develop test strategies, test plans, test designs, and detailed status reports (including metrics).Write test plans, test cases and test scripts for tracking defects and fixes.Perform test execution, facilitate test case reviews, record and track defects.Evaluate and recommend improvements to existing quality assurance processes.Provide support to project meetings as a testing subject matter expert.Setup test environments, test data and databases required for testing.Provide end-to-end testing of software applications.Submit validated test results of the test plan as executed against the applicable system.Submit modified screens, code, programs, documentation, and / or interfaces when corrections are required.Review lines of code to ensure they meet specific standards.Create and maintain quality system documents and records to include flowcharts, procedures, forms, templates, spreadsheets and plete required specification(s) in accordance with the appropriate standard. The Contractor shall create the following specifications: Design Specifications or Project Assignments (PAs). All technical documentation shall be provided to the COR/VA PM(s) as required. Deliver listings and executable software that has been developed in accordance with the standard. All executable software shall be delivered to the COR/VA PM(s) as required. Dashboard and Business Intelligence Report Administration/Architecture The Contractor shall provide 24x7x365 Perform requirements analysis for new system features, analysis of current system capabilities and limitations and design/engineer new system capabilities to meet requirements. . Administer, design and maintain real time enterprise dashboards integrating data from numerous data sources into web based dashboard displays that update in real time. Example technologies on which the dashboards may be based include Edge Technologies’ AppBoard and enPortal, IBM Real Time Monitoring, and other similar dashboard systems that update in real time. Administer, design and maintain custom business intelligence reports for static, “point in time” reporting systems such as IBM Cognos, Tableau, Microstrategy and other similar systems. Define, design, develop and deliver flexible/user friendly reports and operational dashboards with “drill-thru" features that meet business users needs and ensure data security.Verify correctness and completeness of data model, data relationships, mappings, and definitions.Develop and deliver operational dashboards based on SQL queries and Web Services calls to seamlessly integrate a wide variety of data source including performance and availabilty monitoring of all network monitoring data sources.Interface dashboard technologies with data sources and data provided through a virtual data federation layer tool to include tools such as Denodo virtual data federation.Develop, using java programming skills, custom capabilities for dashboard technologies and develop custom interfaces to integrate dashboard tools with 3rd party products.Accurately report hours into the ITOPS IO time reporting system on a daily basis.Project Controls Engineering ServicesThe Contractor shall provide 24x7x365 Project Controls Engineering (PCE) supports requirements that are based on additional ITOPS IO support requirements, re-organizations, resource turnover, new customized software development demands, and additional software development of ETML in order to support an increase of data-integrated application interfaces to the Project Controls Engineering Application Suite. The Contractor shall perform Primavera Application Administration, Application Integration and Custom Reports.???Primavera Application AdministrationThe Contractor shall provide 24x7x365 Monitor the Primavera website for new and current service packs, software upgrades, version updates, as well as any other identified updates required for Primavera.??The Contractor shall review, schedule and implement those service packs, software upgrades, version upgrades and any other Primavera identified updates required for Primavera to ITOPS IO’s Primavera environment within thirty (30) days of posting to the website. The Contractor shall follow ITOPS IO processes and procedures for implementing such changes as project management, release, and configuration management, opening a change order, coordinating notification of changes, impacts and other documentation.Provide Primavera Training: All training should include a PowerPoint Presentation and SharePoint site with documentation of training as well as short cuts listings. The Contractor shall:Create and ‘keep current’, a set of training materials geared towards new-users.? These materials will be self-guided for the trainee.Provide mentoring, training, and one on one sessions to customers on how to effectively use and maneuver in the Primavera Application Suite.? Training is accomplished with an introductory PowerPoint presentation maintained by the Contractor.? This presentation is furnished to the new user (both FTE and other Contractors); new users follow directions in the PP presentation and direct questions or requests for assistance to the Contractor.? New users average 3-4 per week.? When it is necessary to migrate to a new version, release, service pack, or apply software upgrades to Primavera, the Contractor shall train all staff on the use of new or changing features.? Provide support and ensure new versions, releases, service packs, or software upgrades to Primavera follow standard EO-wide processes for Release Management and Change Management. Provide advice, training, and one-on-one demonstration or instruction to staff concerning the creation of activities in Primavera, assignment of estimated hours to each activity, and coordination of releases for each application.Provide one-on-one demonstration or instruction to the desktop staff on how to troubleshoot Primavera issues with the desktop and web clients.Application IntegrationThe Contractor shall provide 24x7x365 develop enterprise application integration programs requiring the use of Transact SQL stored procedures, SQL server DTS, COM/DCOM and XML to implement the following:Maintain Single Sign on capabilities through Active Directory and Lightweight Directory Access Protocol (LDAP) within the currently deployed Primavera Application Suite and its integrated Oracle components, so that once a customer has logged onto their workstation, they will automatically be given access to the Primavera Application Suite.Support interfaces to the system, as required and authorized by EO management. Custom Reports The Contractor shall provide 24x7x365 develop and produce the following reports on a daily, weekly or monthly basis as described below:ITOPS IO Delinquent Timesheet History (monthly) – a report that identifies all delinquent Primavera timesheets grouped by Supervisor. The Contractor shall notify ITOPS IO Section Supervisors individually, and on a weekly basis, when Contractor assigned staff are late in submission of timesheets. ITOPS IO Labor Task Distribution (monthly) – a report that includes the allocation of EO Actual Labor Units across internal and external projects.? The date ranges for this report should span the 1st calendar day of each month to the last calendar day of each month.SDE Contractor Time Report– Consolidated – a report that extracts Primavera Official Timesheet Data used by Contractor’s PMO to validate Individual Contractor Prepared Month Reports.? Report is subsequently used by CORs to validate Contractor Invoices.Primavera Labor Billing Extract (monthly) – a report produced in Excel providing detailed timesheet information of billable labor activities (including time period, data source, resource ID, resource name, billcode, project ID, MCC, application function code, application code, activity ID, activity name, rate, hours, and $ total). The report is due to the Business Office (Revenue Management) by 10:00am on the first working day of each month.Create ad hoc reports based on data stored in Primavera. All ongoing daily reporting shall be provided by close of business of the following business day to the COR/VA PM(s) via electronic submission. All ongoing weekly reporting shall be provided by close of business 2 business days after the reporting period and to the COR via electronic submission. All ongoing monthly reporting shall be provided by close of business on the 15th day of each month (with the exception of the Primavera Labor Billing Extract which is due by 10:00am on the first business day of each month) and to the COR via electronic submission.Technical Administrative AssistanceThe Contractor shall provide 24x7x365 Technical Administrative Assistance performs a variety of functions related to the administration of applications to maintain consistency across technical documents related to the applications. The Contractor shall:Develop, deliver and maintain technical documentation in written and/or electronic format to include SOPs, installation guides, process flows, illustrations, diagrams, and reports, and provide all items to and for approval by COR/VA PM(s) prior to implementation or changes. Engage extended team members and subject matter experts to obtain and verify content for publication. Plan and coordinate project or other organizational meetings, including the creation of meeting agendas and recording/transcription of meeting notes and action items.Deliver all documentation on schedule, meeting applicable standards, and is appropriate for the intended audience. Prepare documents/presentations utilizing expertise with the Microsoft Office suite of products (Microsoft Word, Excel, Visio, PowerPoint, and SharePoint) and Adobe Acrobat Pro is required. Ensure that technical terms are understood and correctly used in all documents and presentations.Research and prepare statistical and analytical reports from various sources including the timekeeping system and the ticketing system.Resolve enquiries from customers and staff about service questions, time keeping and reporting.Prepare and process administrative documents of a technical nature and assure completion, for example 9957s, and service requests. All documentation shall be provided to the COR/VA PM(s) prior to any distribution. Research data call and requested information, organize, evaluate and compile results, prepare detailed summaries, track progress on projects and action items.Plan and conduct special events, regularly scheduled meetings.Take notes in meetings to include attendees, key decisions made, action items assigned, status of existing action items, and publish the minutes of the meeting in a timely manner.Maintain the contents of the SharePoint site of the assigned unit to including publishing meeting agendas and notes, key schedules and other document repositories as assigned.Act as librarian of all application related documents by creating and maintaining key documents in the appropriate SharePoint sites and areas.Provide documentation and general onboarding of new Contractor staff when needed. The Contractor shall prepare required access documentation, verify TMS Security Training, time accounting and management for both Contracting services and AITC. Appropriate Position Sensitivity shall be coordinate with COR/VA PM.Provide workload status updates of multiple efforts to co-workers, team leaders and supervisorsRespond to data calls; monitors, expedites and reports statusProvide other technical administrative l tasks on an as-needed basis. The Contractor shall provide technical administrative support to managers and staffs on an as-needed basis to accomplish duties similar to those stated above.eDiscoveryThe Contractor shall provide 24x7x365 ITOPS IO eDiscovery and other aspects of Electronically Stored Information (ESI) identification, preservation, collection, processing, reviewing and production are in support VA litigation activities, under the management of the ITOPS IO Security eDiscovery Service Line Manager, VA Office of Governance Counsel (OGC), other federal agency governance counsels and other non-Federal OGC groups assisting litigation support. The Contractor shall provide 24x7x365 support to maintain the same general tasking and service request management related to ITOPS IO Security eDiscovery tasks.The Contractor shall:Aid in the identification of data sources.Work across organizations to integrate eDiscovery processes throughout IT.Formulate strategies for the collection and preservation of each data source. All recommended strategies shall be provided to the COR/VA PM(s) prior to any implementation or changes. Support infrastructure design for long-term preservation of data.Research and identify tools required for the collection of data sources.Design and document infrastructure specifications for the collection and processing of data.Install and configure tools required for collection of data.Create business processes and standards related to data collection and processing. Optimize system performance related to processing tools. Train users on the use of processing tools, including access, data upload and searching.Define standard processes for the export of data for review.Design and specify infrastructure for reviewing data.Configure eDiscovery tool for reviewing data.Create business processes related to data review.Specify infrastructure and configure tool for data production.Create business processes related to data production. Convert, cull, and load electronic data to be hosted in ITOPS IO eDiscovery application or other major litigation support software per client requests and support.Create standard database load files per client specifications.Load File Manipulation to include file renaming, merging, and conversion from one format to another.Custom data processing and imports in eDiscovery software applicationCustom load file and create cross reference in eDiscovery software applicationCreate directory structure and listings for analysis within OS drive storage and within eDiscovery applications.Create and update documentation in eDiscovery software application.Create and import encrypted data to and from media.Reformat documents using both macros and manual manipulation.Perform quality assurance checks on all items.Provide timely and accurate project updates to client services.Provide Subject Matter Expert Support to VA attorneys and VA Senior Executive Service (SES) leadership.RouteMatch AdministrationThe Contractor shall provide 24x7x365 Provide application administration of Veterans Transportation System, and specifically for RouteMatch COTS.Provide technical support and guidance in the installation of RouteMatch production, pre-production, and development/test environment.Identify, triage, resolve Digital Data Devices (DDS) customer issues when AITC related.Support RouteMatch deployments providing verification upon completion.Develop, maintain, and track stakeholder issues.Extract log files when required for contact with RouteMatch for problem resolution and manage all vendor inquiries.Verify that all application services are available on the application servers, restart as needed.Act as liaison to VTS field locations, providing “How to’s” for application use, adhoc training via Lync or phone, and providing solutions for application issues. Act as liaison to third party vendors (RouteMatch & DDS) collaboration on finding solutions for end users and AITC technical staff.Provide feedback on application improvement regarding?features and functionality.Process and Quality AnalysisThis task requires applying analytical expertise to the planning, design, implementation and monitoring of current process/quality controls and future improvement efforts. The Contractor shall provide 24x7x365 Analyze and evaluate the effectiveness of Application Management Support (AMS) programs, processes and procedures.Define opportunities and make recommendations for AMS process and quality improvements; facilitate implementation. All recommendations shall be provided to COR/VA PM(s) prior to any implementation or facilitation.Develop, maintain and report metrics to monitor AMS performance, workload and adherence to policies, procedures and processes.Participate in broad, enterprise-wide process improvement programs as a SME expert. .Information Technology (IT) Project Management (PM) SupportThe Contractor shall provide 24x7x365 IT project management support for various ITOPS IO projects and sub-projects. The Contractor shall expedite and coordinate services to assist in managing complex enterprise projects. The Contractor shall manage assigned tasks to completion within the schedule, budget, and scope of the individual project. The Contractor shall ensure objectives of the projects are achieved. The scope of projects includes infrastructure projects, application-specific IT projects, administrative projects, telecommunications projects, security projects, and process improvement projects.The Contractor shall provide 24x7x365 Conduct all aspects of project initiation, planning, execution and closeout per industry standards and guidelines established for Project Management Professional (PMP) certification. Follow VA and ITOPS IO standards and procedures for Project Management.Develop formal project charters as required by the ITOPS IO Program Manager. Facilitate project kick-off and status meetings and communicate individual roles and project expectations.Conduct formal project reviews with project sponsor at project completion and review all project products to confirm acceptance and satisfaction.Conduct reviews with the Program Manager on a periodic basis.Keep the Program Manager, Customer, and project team informed of the status of the project being managed.Coordinate activities with existing ITOPS IO customers.Coordinate activities for ad hoc requests from internal and external customers.Develop and maintain detailed project plans, and Work Breakdown Structure (WBS) of the tasks required to execute the project. The Contractor shall develop Project Schedules that are deliverables-based and accurately depict the work to be performed by the project. All project plans, WBS and schedule work product must be retrievable by the COR/VA PM(s) for any reviews and approvals required. Monitor project milestones and critical dates to identify potential jeopardy of project schedule, and identify ways to resolve schedule issues. Ensure that risks associated with the cost, resource, schedule, and technical aspects of the project are identified, assessed, documented, tracked, and mitigated. All issues tracked must be accessible by the COR/VA PM(s) for any reviews and approvals required.Apprise EO management of issues that impact the project and require management decisions. Develop System Development plans, track activities to the plan, and communicate status, utilizing the latest ITOPS IO Project Management tools.Assess variances from the project plan, and develop and implement changes as necessary to ensure project remains within specified scope as well as time, cost and quality objectives. All variances tracked must be accessible by the COR/VA PM(s) for any reviews and approvals required.Maintain a collaborative environment with key stakeholders(s).Participate in the development of project standards, procedures and quality objectives. The Contractor shall utilize industry and EO established project standards, procedures and quality objectives without requiring assistance from others. All documentation shall be provided to the COR/VA PM prior to any implementation or changes. Identify artifacts needed to establish and maintain control of the project. Create and utilize those artifacts mandated by VA and ITOPS IO municate assigned responsibilities to project members for developing artifacts and performing project activities.Review project management activities with Senior Management on a periodic basis.Review project-planning activities with the Project Team on a periodic and event-driven basis.Develop estimates for project’s effort, costs, and critical computer resources according to the specific application. Notify all affected groups of approved changes to commitments.Track effort, cost, critical computer resources, development activities, and schedule, and take corrective actions as necessary.Make and use measurements to determine the status of planning, tracking, and oversight activities.Change, Release and Configuration SupportThe Contractor shall provide 24x7x365 change, release and configuration support at the ITIL program office level and support the ITIL functions of Change Management, Release Management, Build Management and Configuration management, as they are executed throughout the ITOPS. These ITIL management disciplines ensure that all components of product releases and infrastructure changes are organized and deployed in a controlled manner enabling a repeatable process. The Contractor shall review, analyze and standardize release and deployment processes and audit those processes as well. The Contractor shall support the design and implementation of formal procedures, including checks and balances throughout the process. The Contractor shall identify and mitigate risk to ensure the integrity and recoverability of the production environment and ensure the currency, accuracy, and completeness of the CMDB for all business and technical data elements for ITOPS applications.The Contractor shall:Coordinate and participate in ITOPS Change Advisory Board (CAB) meetings. The Contractor shall notify and inform members in advance of meetings to allow prior consideration. Schedules and Participates in CAB Meetings. Determine meeting attendees, depending on the nature of the RFC, and areas of expertise. The Contractor shall convene CAB meetings for all urgent RFCs.Create and monitor the master schedule of changes and/or releases.Audit planned changes, for accuracy and completeness of all components to include preparation, execution and testing.Ensures required documentation is provided in the RFC. Reviews plans for RFC (Implementation Plan, Test Plans/Test Results, Back-Out Plans, Resource requirements) .Reviews RFCs for categorization, urgency, impact, priority, risk, impact and completeness Challenges the risk/impact assessment for validity Resolve issues regarding coordination and approval of changes as necessary.Reviews RFCs and Approves/Rejects RFCs as appropriate.Returns incomplete RFCs with comments to Change OriginatorResponsible for planning and execution of RFCsSchedules RFC implementation and resolves schedule conflicts. Decides when to schedule a change, integrate new and scheduled changes into a consolidated Forward Schedule of Change (FSC)Decides when to schedule a change, integrate new and scheduled changes into a consolidated Forward Schedule of Change (FSC), makes the schedule available to key participantsMonitors execution of back-out planUpdates RFC with implementation details and assigns ‘completion code’, where appropriateCommunicates RFC approval/rejection to service recipients Communicates the RFC implementation at technical meetingAudit and report status of changes across the enterprise. Produce and distribute regular and accurate monthly report on RFC Statistics to stakeholders. management reports on ITOPS changesReview implemented changes to ensure that they have met their objectives. Verifies the success of the install and initiates or requests a back out/restore in case of failureMonitor and audit build, testing and deployment plans, Conduct release plan reviews where necessary, and monitor and adjust release control gates as needed.Participates in Post Implementation Review?(PIR) when required Performs and completes actions assigned at the PIR/ADetermines approval and communicates with stakeholders for Emergency ChangesWorks with Change Manager to facilitate Emergency ChangesIdentify and Review the Configuration Data model requirements Define the structure of the configuration management system, including CI types, naming conventions, attributes and relationships Identify the data sources for Configuration Item populationImplement the Configuration Data Model in the ToolPopulate the Configuration Management database with new Configuration item dataRecord the BaselineReview Configuration Item update requestCreate/Update configuration record Discard proposed changes to Configuration Record & set Configuration Record to be ActiveApply proposed changes & set Configuration Record to be ActiveSupport the Service Asset Configuration Management (SACM) Process Owner, SACM Process Manager in the creation of principles, processes and proceduresWork closely with Change Management to analyze changes and ensure CMDB is updatedEscalate to Change and SACM Process Manager on unauthorized CI changes or alterations to environment not reflected in CMDBSupport effective use of CMDB by support groups and other processesConduct configuration audits and reconciliation with SACM Process Manager.Produce and analyze reports related to the SACM processIdentify and recommend process and procedure improvementsTrain staff in principles, processes and proceduresControl the receipt, identification, storage and withdrawal of all supported CisMaintain and provide status information on CIsUpdate the CMDB with baseline information when CIs are introduced, changed, or retiredArchive superseded CIsIdentify, record, and distribute SACM issuesValidate updated Configuration RecordPlan for Configuration Management databases and activities. Perform verification and audit of Configuration Management databases (CMDB).Provide management information about Configuration Management quality and operations Maintain quality of Configuration Item (CI) information entered into ITOPS IO CI Databases Respond to requests for CI changes and updates from Change Management Provide CI information and reports upon requestPossess a working knowledge and expertise of ITIL processes related to Change Release and Configuration managementManage the change, release, and configuration processes using ITOPS work management toolsComply with VA/ITOPS IO security and privacy policies and directives, and CRISP. The Contractor shall take immediate action and ensure resolution of violations and non-compliance in regards to ITOPS IO and VA policies, procedures, directives, and management handbooks. The Contractor shall report violations and non-compliance to COR/VA PM(s) as requiredRemain current on all assigned training requirements.Support ITOPS staff and stakeholders by providing process documentation, and conducting training in their areas of expertise.Data center optimization and consolidation supportITOPS IO NDCOL is charged with developing and implementing data center optimization and consolidation across the VA enterprise. The Contractor shall support short-term efforts at multiple data centers aimed at collecting and analyzing data in support of NDCOL projects. As these projects require extensive travel, travel-related expenses in accordance with paragraph 4.3 above will be paid for on-site work that is greater than 50 miles from the Contractor's approved duty station.The Contractor shall:Conduct program and project management of data center consolidation activities.Conduct physical and logical site surveys to collect data on installed IT services, systems, and equipment.Provide analysis and assessment of collected information.Provide recommendations based on the assessments in support of IT system optimization and consolidation program activities.Meet with customers to gather requirements, determine needs, and make recommendations for project tasks and schedule.Schedule and oversee the installation and de-installation of products, and obtain acceptance and approval from a Government representative only.Provide escort for data center activities performed by others as approved by the government.Adhere to task order specifications, office policies and procedures by reporting any noted discrepancies to the responsible Government manager.Data Center Touch Labor SupportITOPS IO may need 24x7x365 touch labor at multiple data centers as the organizational transformation continues to evolve. Touch labor requires physical presence at the data center to perform manual tasks requiring only physical access to systems (no logical access) as directed by VA personnel, usually via telephone or email. Shift scheduling is required to ensure no lapse in coverage and 1 full time equivalent (FTE) for touch labor is considered to include coverage 24-hours per day, 365 days per year, regardless of how the Contractor proposes to break down shift work internally. One half hour overlap between shifts, and full day coverage (24-hours per day) on all weekdays, weekends, and Federal holidays is required. The Government does not anticipate travel under this effort.Desktop or laptop computers will be provided as required and as determined necessary by VA for use by Contractor staff during their on-site work hours. The Government furnished computers will be located on-site at each location. These computers will be maintained by the Government to assure their VA network access remains compliant with all VA encryption and other requirements. The Government will provide office space, telephone service and system access when deemed necessary. All procedural guides, reference materials, and program documentation for the project and other Government applications will also be provided on an as-needed basis.The Contractor shall request other Government documentation deemed pertinent to the work accomplishment directly from the Government officials with whom the Contractor has contact. The Contractor shall consider the Contracting Officer’s Representative (COR) as the final source for needed Government documentation when the Contractor fails to secure the documents by other means. The Contractor is expected to use common knowledge and resourcefulness in securing all other reference materials, standard industry publications, and related materials that are pertinent to the work.For the purposes of this task, the following definitions apply: Priority Level 1 (Critical) - Production system unavailable Priority Level 2 (Serious) - Production system delayed potential impact on business function Priority Level 3 (Moderate) - Production/Pre-prod Development - system not working within design specification (Available - No business impact) Priority Level 4 (Minimal) - Production/Pre-Prod Development - Request for Service. (No business impact)The Contractor shall:Respond to Priority 1 and Priority 2 service requests in 15 minutes or less. Resolve Customer support requests: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours, where applicableRespond to Priority 3 and Priority 4 service requests in 30 minutes or less. Resolve Customer support requests: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours, where applicableReport resolution of all requests in the VA approved service desk application in accordance with IO directives.Monitor system and data center operations and notify designated VA points of contact in the event of an outage, service disruption, emergency situation, or other significant threat to VA operations within 15 minutes of the notification or occurrence, whichever is first.Adhere to task order specifications, office policies and procedures by reporting any noted discrepancies to the responsible Government manager.Monitor IT equipment associated with data center and facility infrastructure and use VA technical and functional resources to address alerts and maintenance issues spawned by events that degrade communication, operational, or facility operationsProvide onsite IT Computer Room and Facility Equipment monitoring coverage with a half hour overlap for each shift used; and provide 24-hour per day staff coverage on week days, weekends, and all Federal Holidays throughout the period of performance.Perform basic Tier 1 monitoring of the computer room(s) and facility equipment and troubleshoot all identified issues, defects, and failures.Perform monitoring and readiness checks of datacenter infrastructure and space, as assigned, operating and using monitoring tools such as SolarWinds, StruxureWare, etc. The Contractor shall monitor equipment including IT network components, IT system components, security systems, uninterrupted power supply (UPS) systems, power distribution units (PDUs), computer room air cooling (CRAC) systems, generators, fuel systems, network components, system components, security systems, and other related data center and IT operational systems. The Contractor shall resolve or escalate, and document the status of all identified operational and infrastructure issues as described under item #10 below.Address and report all identified operational and infrastructure issues, and report any observed safety/security issues. The Contractor shall work immediately to resolve all issues identified by using direct or indirect examination and problem solving procedures, performing inquiry that includes contacting VA sites and opening trouble tickets, and submitting service requests for vendor maintenance or services. The Contractor will escalate issues that cannot be resolved immediately by contacting ITOPS IO management and designated data center personnel, and by contacting maintenance vendors. ITOPS IO will provide Tier 2/3 Points of Contact (POCs) and phone numbers. All issues shall be reported and documented daily on the daily shift-monitoring checklist in accordance with Paragraph the Shift Monitoring checklist in #12 below.SHIFT-MONITORING CHECKLIST: The Contractor shall submit a daily Shift-Monitoring Checklist at the end of each shift that provides the Contractor’s confirmation that required checks were performed, and describes the up-to-date status of operations. This daily Shift-Monitoring Checklist shall be completed by Contractor on-site staff performing the monitoring work at each data center. The Shift-Monitoring Checklist shall be digitally signed and submitted electronically (via email) each day before the end of the shift and before leaving the site. The daily checklist format will be provided to the Contractor within five (5) days after the award is made. The checklist represents the Contractor’s written assurance that each required monitoring data element check was performed each hour during the shift. This report shall be maintained throughout the shift on a designated SharePoint site and it shall be updated hourly throughout the shift. The checklist includes instructions for completion of each required data element. The daily Shift-Monitoring Checklist shall cover all work completed during the shift including systems monitored by Contractor staff, data obtained during the monitoring, confirmation that a verbal knowledge transfer was performed at start and end of shift, and narrative describing any problems that arose and a description of how the problems were resolved. If any problems were not completely resolved, the Contractor shall provide an explanation in the daily Shift-Monitoring Checklist, including the Contractor’s estimated timeframe for the issue to be resolved and the current plan for municate through verbal and written communications with ITOPS IO management, PMs and staff on a daily basis. At the start and end of each shift, the Contractor will receive or shall provide a verbal knowledge transfer about on-going issues with Contractor or VA staff that are on-site before or after the shift. The Contractor shall report and discuss on-going issues with these staff, which may include other Contractor staff, ITOPS IO PM or his/her assignee. Meet and escort maintenance vendors in computer room or other areas on the data center campus during the Contractor shift (after-hours/weekend/Holiday) for infrastructure parts replacement, maintenance, repairs, deliveries, etc. Vendors are to be escorted at all times.Deliverable:A: Shift-Monitoring ChecklistCloud Support ServicesThe Contractor shall:Provide VA Cloud Support Services for an enterprise-class, geographically diverse, VA Cloud that offers essential cloud characteristics such as on-demand self-service, resource pooling, rapid elasticity, and measured service. The VA Cloud service models may include Infrastructure as-a Service (IaaS), Platform-as-a-Service (PaaS), and Database-as-a-Service (DBaaS) service models. This Cloud infrastructure permits VA customers to self-provision resources, monitor resource utilization view cost data (showback) and manage their accounts. VA IT administrators monitor customer utilization, analyze trends, and effectively plan IT resource expansion. The VA Cloud is deployed to geographically dispersed VA Information Technology Centers. The VA Cloud connects VA’s current IO Cloud to multiple VA-approved external Cloud Service Providers (CSPs) including other government agencies and commercial entities such as Microsoft Azure, Amazon Web Services (AWS), or other FISMA high or moderate environments. The Contractor support may encompass any of the roles specified in Section 5.0 and may require specific tasks, deliverables, and knowledge related to implementation and support of the VAEC. The contractor shall provide updates to the latest technology to VA by refreshing the provided technology as it becomes available, approved and procured by the VA. Provide technical support related to the implementation and sustainment of the VAEC to include build, design, deployment, implementation and maintenance of Cloud solutions across multiple public cloud offerings, e.g. AWS and Microsoft Azure. Provide technical support related to the development, enhancement, and maintenance of orchestration and automation of cloud enablement tools and automation of build and deployment processes, continuous integration and application configuration management.DATA CENTER IT FACILITIES AND CONNECTIVITY (T&M)For informational purposes related to widespread support required, Historically, VA has accomplished the technical infrastructure tasks below with the below following Full Time Equivalent (FTE) positions:Austin, TexasProgram ManagerProject ManagerCustomer Service EngineerInstallation EngineerHVAC Expert, SeniorHVAC SpecialistLogistics AnalystLogistics Analyst, JuniorSystem Administration, Sr.System Installation EngineerSystem Maintenance EngineerSystem Maintenance ManagerSystem Maintenance TechnicianHines, IllinoisProject ManagerLogistics AnalystInstallation EngineersAdministrative/Clerical Assistant IIIHVAC SpecialistsHVAC Expert, SeniorPhiladelphia, PennsylvaniaLogistics AnalystInstallation EngineerProject ManagerSystems Installation EngineerFalling Waters, West VirginiaLogistics Analyst, JuniorInstallation EngineersProject ManagerIf required, Data Center IT Facilities and Connectivity sub-task shall indicate 24X7X365 support work Infastructure and Telecommunications Systems SupportThe Contractor shall provide network infrastructure and telecommunications support (voice, voice over IP, and video) to its user base by providing data and voice connectivity support services. The Contractor shall provide mobile device issuance, administration, and support. The Contractor shall provide data center infrastructure installation support to its user base by supporting structured cabling and equipment deployment requirements. The Contractor shall perform Enterprise Connectivity support services in accordance with established ITOPS IO procedures and guidelines. The Contractor shall ensure that all Enterprise Connectivity support tasks are performed in accordance with applicable security regulations. Materials, hardware and software for network infrastructure and telecommunications installations will be furnished by the government for installation by the Contractor as needed. Unless otherwise noted, work of this section applies to locations identified in paragraph 4.2 above. Initial locations will include the ITOPS IO Information Technology Centers and may be expanded to include any or all of the listed locations.The Contractor shall:Document plans and implement all network infrastructure and telecommunications systems installation and maintenance. Configure computer room cabinets for network and telecommunications hardware, and install hardware, software, cables, and power supplies.Provide detailed reports, charts, and graphs on operational status of network and telecommunications systems.Identify, triage, and resolve network and telecommunications customer issues and provide status to the customer within 72 hours.Provide services for moves, adds, and changes on all systems required to issue, maintain, and service the network infrastructure telephony and mobile devices.Perform continuous status checks on all voice connectivity to ensure optimum system functionality.As part of the T4NG monthly Contractor Progress and Monthly Status Report, provide a section to include status of SDM tickets processed. The report should highlight specific areas that may have been affected and provide an overview of the tickets the Contractor has worked in the network and telephone connectivity categories for statistical purposes. This report is to measure performance on production associated with data center network and telecommunications infrastructure, systems, and mobile devices.Conduct broad-based studies of network infrastructure and telecommunications to improve system performance and provided results to COR/VA PM(s).Document procedures for all network infrastructure and telecommunications requirements in accordance with established ITOPS IO and/or VA guidelines and regulations.Provide training on all Enterprise Connectivity functions at ITOPS IO or other agreed upon location. Input inventory tracking data in asset management tools. Identify and report material shortages and provide forecasted equipment inventory to ITOPS IO VA PM/COR. Provide a monthly status of on-going projects to the ITOPS IO VA PM/COR summarizing major activities performed during the month, identifying any issues or concerns.Analyze and recommend Enterprise Connectivity standards and documentation aimed at lowering total support costs. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation.Update the status of problem requests and change-orders for each action to indicate work accomplished for specific requests.Resolve Customer support requests within the required timeframes: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours, where applicable.Ensure accurate inventory tracking data are promptly reported in the asset management tool.Identify and report to the ITOPS IO PM all potential problems with processes, schedules, user requirements, that impact daily operations within the ITOPS IO relating to issues with Enterprise Connectivity.Logistic Inventory Management SupportThe Contractor shall perform a diverse range of logistics duties in support of the Facilities Management Section.. Primary duties include inventory management, bar coding, updating AEMS/MERS database, updating SDM Change Orders, receiving, distribution, shipping and handling services, warehouse storage, monitoring the excess program for IT equipment, and degaussing/destruction of electronic media including hard drives, tapes, external memory devices, smart phones, and tablets. Additionally, the Contractor may act as the point of contact for day-to-day inventory questions, spot check inventories and provide emergency deliveries of material as required for successful operation of the Facilities Management Section's commitment to total logistics support. The tasks may require the use of GFE to include motorized forklift, motorized pallet lift jack, manual pallet lift jack, warehouse management system for tracking and storage locating.The Contractor shall:Inventory individual data centers as follows:1/12th of each site’s equipment inventory listing is inventoried monthly.1/4 of each site’s equipment inventory listing is inventoried quarterly.All of each site’s equipment inventory listing is inventoried annually and requires at least one Contractor on-site for a complete inventory of our managed assets.Prepare inventory reports, investigate, research, and reconcile inventory discrepancies using a variety of computer programs, databases, and research methodologies.Review processes and procedures to improve inventory accuracy and ensure “cradle to grave” accountability of IT equipment and electronic media. Any recommendations that result shall be provided to the COR/VA PM(s) prior to any implementation or changes. Maintain Equipment Identification Listings (EILs) by processing equipment receipts, transfers, and turn-ins of equipment. The Contractor shall scan items into AEMS/MERS utilizing hand held scanners, print bar codes, and affix bar codes to items. The Contractor shall enter required data into AEMS/MERS manually if unable to scan items. Receive excess items for turn-in and disposal. The Contractor shall degauss all electronic media based on VA disposition policy and procedures. The Contractor shall maintain inventory sheets of items degaussed and arrange for disposition. The Contractor shall ensure receipt of disposition certificates and update AEMS/MERS database and SDM with disposal information, including uploading of VA Forms 2237 and 0751. The Contractor shall keep warehouse stocks neat, orderly, and in proper sequence.Report overages/shortages and other discrepancies to the Supply Specialist in charge of inventory immediately upon discovery. The Contractor shall prepare inventory and production reports as needed.Investigate, research, and reconcile inventory discrepancies. Ensure that all equipment is maintained in operational condition and operated in a safe manner. The Contractor shall ensure preventative maintenance is performed within industry standards on warehouse equipment, and that maintenance is recorded. Ensure the security of the warehouse at all times.Upon receipt of IT equipment, scan items into AEMS/MERS utilizing hand held scanners, print bar codes, and affix bar codes to items. The Contractor shall enter required data into AEMS/MERS, including Equipment Inventory List (EIL) and equipment location manually if unable to scan items. Support the functions within the Definitive Hardware Store (DHS) by delivering and picking up equipment, bar coding, entering data into AEMS/MERS and processing SDM Change Orders. Catalog and bar code non-expendable equipment in AEMS/MERS using the Federal Supply Catalog (FSC). Receipt information may require researching procurement documents.Maintain all property and related paperwork for the excess program. This task includes assigning condition codes, for advertising the equipment to other federal agencies through General Service Administration (GSA), weighing, packaging, and processing equipment/furniture, being donated to qualified non-profit organizations, and monitoring sales of equipment.Monitor, verify, and secure GFE upon an employee’s departure. Ensure completion of out-processing forms as directed by the COR.Receive, inspect, store, assemble, disassemble and install IT support equipment according to directions and drawings.Select IT items from stock using picking tickets or verbal instructions from the Inventory Management Specialist in charge of inventory. Items selected will be given careful consideration as to unit of issue, stock number, and quantity to ensure accuracy of warehouse inventories.Rotate IT warehouse stock to ensure that oldest items are issued first. Re-warehouse as necessary. Keep stock in a neat and orderly manner and in proper sequence. Perform daily inspections of assigned warehouse storage areas against industry best practices. Deficiencies such as safety hazards, misplaced items, and unclean areas shall be corrected immediately and reported to the Lead warehouse/maintenance plete SDM ticket in accordance with ITOPS IO procedures.Conduct IT annual warehouse inventories, count and record quantities of items in storage. Inventory shall be controlled and tracked by serial number in addition to item number. The Contractor shall follow warehouse guidelines to ensure that all equipment is maintained in operational condition and is operated in a safe manner.Route and expedite movement of IT supplies and materials in production to delivery sites.Post tasks performed for specific customer accounts in quarter hour increments in accordance with established procedures. The timecard postings are to be delivered on time. Inspect IT appliances and submit recommendations to Safety Officer in accordance with VA Handbook 7002 and instruction from Supervisor, Property Management. The Contractor shall track IT end-of-life-items via provided spreadsheets..Provide support to the Physical Security Office in the production of Property Control Badges and in support of ITOPS IO IT property Hand Receipts.Logistics Services SupportThe Contractor shall support the IT Property Management Section. Tasks shall include inventory management, bar coding, updating AEMS/MERS database, updating SDM Change Orders, distribution, warehouse storage, monitoring the excess program for IT equipment, and degaussing/destruction of electronic media including hard drives, tapes, blackberries, and cell phones. Additionally, the Contractor may act as the point of contact for day-to-day inventory questions, spot check inventories and provide emergency deliveries of material as required for successful operation of the Property Management Section’s commitment to total logistics support. Tasks may require the use of GFE.The Contractor shall perform the following tasks, which may require the use of the GFE:Inventory and stock all designated supply cabinets/areas located within the ITOPS IO compound according to established schedules.Provide storage and space utilization for all IT operating supplies in accordance with ITOPS IO policy and procedures. Route and expedite movement of IT supplies and materials in production to delivery sites.Select items from stock using picking tickets or verbal instructions from the Supply Specialist in charge of inventory. Items selected will be given careful consideration as to unit of issue, stock number, quantity, etc., to ensure accuracy of warehouse inventories.Rotate warehouse stock as necessary to ensure that the oldest items are issued first. Re-warehouse items as necessary.Keep warehouse stocks neat, orderly, and in proper sequence.Conduct periodic warehouse inventories, count and record quantities of items in storage.Report overages/shortages and other discrepancies to the Supply Specialist in charge of inventory immediately upon discovery. Prepare inventory and production reports as needed.Create or review existing SOPs for warehouse operations in accordance with VA and ITOPS IO policy and procedures.Ensure the security of the warehouse at all timesFollow warehouse guidelines to ensure that all equipment is maintained in operational condition and operated in a safe manner in accordance with industry standards.Process SDM Change Order and Service Request tickets.Maintain all property and related paperwork for the excess program. This task includes advertising the equipment to other federal agencies through GSA, transferring equipment/furniture, donating equipment to qualified non-profit organizations, and monitoring all sales of equipment.Support the functions within the Definitive Hardware Store(DHS) by delivering, picking up equipment, accounting for IT equipment, and processing the appropriate paperwork and updating USP tickets.Deliver IT Equipment to Remote users in accordance with VA Directive Handbook 6500..Inspect appliances and submit recommendations to Supervisor, Property Management in accordance with VA Handbook 7002 and instruction from Supervisor, Property Management.Provide materials handling support as needed and provides logistical services to areas within ITOPS IO and its customer base.May provide support to the Physical Security Office in the production of Property Control Badges and in support of ITOPS IO IT property Hand Receipts.Select IT items from stock using picking tickets or verbal instructions from the Inventory Management Specialist in charge of inventory. Items selected will be given careful consideration as to unit of issue, stock number, and quantity to ensure accuracy of warehouse plete SDM ticket move coordination tasks.Reconcile SDM tickets as requested.Follow warehouse guidelines to ensure that all equipment is maintained in operational condition and is operated in a safe manner.Post tasks performed for specific customer accounts in quarter hour increments in accordance with established procedures. The timecard postings are to be delivered on time.Security Administration ServicesThe Contractor shall provide 24x7x365 security administration services to support day-to-day physical and logical access services, onboarding and termination of support Contractors and Government employees, identity-proofing and badging, management of physical access control systems, and security advisory services for ITOPS IO initiatives. The Contractor shall provide security services support.The Contractor shall:Monitor and conduct moves, adds, and changes for all physical security systems in ITOPS IO data centers.Provide security services related to the onboarding and termination of support Contractor personnel and Government employees in accordance with Homeland Security Presidential Directive 12 (HSPD-12) and VA directives.Review all ITOPS IO facilities and computer room access requests, provide recommendation to COR/ITOPS IO PM, Track documentation for and enforce property controls.Document security plans for all ITOPS IO infrastructure projects.Review security SOPs for alignment to h VA and ITOPS IO established policies.Present security awareness training for ITOPS IO data center personnel.Provide a monitoring and triage service for critical data center systems; notify appropriate management and subject matter experts of systems problems.Input inventory tracking data in asset management tools. Identify and report material shortages and provide forecasted equipment inventory to ITOPS IO VA PM/COR. Provide a monthly status of on-going projects to the ITOPS IO VA PM/COR summarizing major activities performed during the month, identifying any issues or concerns.Analyze standards and documentation aimed at lowering total support costs. Any recommendations shall be provided to COR/VA PM(s) prior to any implementation or changes.Update the status of problem requests and change-orders for each action to indicate work accomplished for specific requests.Resolve Customer support requests within the required timeframes: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours, where applicable.Ensure inventory tracking data are reported in the asset management tool.Report to the ITOPS IO VA PM/COR all potential problems with processes, schedules, user requirements, that affect impact daily operations within ITOPS IO. Computer Room Environmental Infastructure OperationsThe Contractor shall maintain 24x7x365Data Center support systems including computer room related electrical and environmental systems. The Contractor shall operate and maintain all equipment and systems necessary to support the computer room environmental systems. The HVAC Contractor personnel assigned under this task shall have either a current Air Conditioning or Refrigeration Contractor’s license that either carries a Commercial endorsement or a combined endorsement for Class B Air Conditioning and Refrigeration license and the Electrical Technican Contractor personnel shall have a certification as an Electrical Technician. The license/certification shall be issued from the state where work is to be performed and shall be current at the time of award and maintained throughout the Period of Performance (POP). As a minimum, the Contractor shall wear safe, comfortable, and flame resistant maintenance clothing during their tour of duty that meets OSHA safety requirements for clothing. Per OSHA requirements 29 CFR 1910.269(I)(6), the Electrical Technician Contractor personnel must wear Flame Resistant (FR) NFPA 70E, Art. 130.7(c)(16), Arc Flash Hazard Risk Category (HRC) II certified clothing.? Additionally, the Electrical Technician personnel shall wear Flame Resistant (FR) NFPA 70E, Art. 130.7(c) (16), Arc Flash Hazard Risk Category (HRC) IV certified clothing when required to support occasional maintenance of electrical service equipment. The Contractor is responsible for issuing maintenance clothing according in compliance of the OSHA requirements stated. As part of maintaining Data Center operations, the Contractor shall:Perform 24/7/365 monitoring and readiness of Data Center infrastructure and space.Tour of duty will involve shiftwork.Schedule tour of duties, review daily reports, and manage day to day operations of IT Equipment Room Operations Electrical Technician supports the installation and removal of electrical subsystems and componentry for the Data Center.Electrical Technician supports the identification and removal of unused wiring from under the Data Center floor.Support the operation and maintenance of the Data Center’s environmental systems, including heating, ventilation, and air conditioning (HVAC) systems, power systems, and fire protection systems. HVAC systems may include chilled water, condenser water, direct expansion refrigerant, and/or other type systems, depending on the location.Operate and maintain the computer room mechanical support systems, including chilled water systems (water chillers, air conditioning units, pumps, distribution piping, heat rejection units, cooling towers, air handlers, humidifiers, and other HVAC equipment) and heating systems (boilers, water heaters, and other HVAC equipment).Operate and maintain emergency generators, uninterruptible power supply (UPS) systems, storage batteries, transfer switches, transformers, switchgear, electrical monitoring and distribution equipment, variable speed drives, lighting systems, circuit breakers of all sizes and descriptions, and other electrical systems/equipment to ensure a stable, redundant, reliable computer room environment. This shall include preventative and predictive maintenance of all regular and emergency distribution elements to the modular power distribution unit (“power strip”) level within IT equipment racksManage power distribution and consumption from the building input transformer level to the power distribution unit (PDU) level to wall-mounted power distribution panels to modular power distribution units (“power strips”) within IT equipment racks in the computer room, including auditing circuits and providing configuration management and logging/repair of anomalies.Perform electrical cabling management for medium- and low-voltage systemsReview, install, and close out computer room system installations and de-installations of power and HVAC equipment/systemsOperate and maintain facility fire detection, alarm, and suppression equipment and systems.Ensure the computer room operating environment in accordance with applicable ASHRAE guidance for Class A computer room environments.Ensure continuous electrical utility availability for computer room environments.Plan, implement, and maintain a predictive sustainment, maintenance, and repair program for installed infrastructure equipment supporting the computer room environmentsOperate and maintain Diesel Generator Systems and associated switchgear, Uninterruptable Power Systems (UPS), Valve Regulated Lead Acid (VRLA) Battery Systems, and other electrical systems in order to maintain stable and reliable electrical power for the Data Center’s computer room operations. Test, repair, install electrical breakers from exterior Switchgear to internal data center panel boxes to the Power Distribution Units (PDU)Closed loop cooling maintenance and repair, Support the data collection of the Data Center’s computer room electrical power consumption by participating in the auditing of rack power circuits and rack power configuration and any data logging anomalies.Support all phases of engineering projects for system maintenance, modifications, upgrades, and removals from an electrical power and environmental perspective.Maintain system operational and maintenance logs by tracking scheduled and unscheduled events, record issues and identify potential risks to reliable equipment operations for future engineering review and trend analysis. Prepare correspondence, memoranda, reports and related documents as required by ITOPS IO standards or other directives provided by the Government COR/VA PM.Prepare reports required for tracking progress as required.Establish and maintain assigned project files for the Facilities Management Section.Review operational invoices for COR approval for accuracy and research inquiries. Perform analysis on equipment as required to maintain performance. Research online or other sources for market research information and prepare results for COR Per COR Instructions.Meet with Facilities Management Section on a weekly basis to discuss status of ongoing work and meet with CORs, as needed, to discuss engineering project status, and other operational related issues.Review, analyze, and provide recommended updates to all operational and maintenance procedures.Adhere to task order specifications and established policies and procedures by reporting any noted discrepancies to the COR, Government VA PM, or management.Document and update facility maintenance plans and schedules. Remain current in the following Data Center system training areas throughout the task order’s POP:OSHA Safety (Certificate of Attendance for 8 hours)Ice Plant Chiller Operation (Certificate of Attendance for 8 hours) where data center has an ice plant chillerSwitchgear Operation (Certificate of Attendance for 8 hours)Generator and Fuel System Operation (Certificate of Attendance for 8 hours)Chiller or HVAC Digital Data Control (DDC) System Software Operation (Certificate of Attendance for 8 hours) where data center has a chillerNFPA 70E, Arc Flash Training (Certificate of Attendance for 6 hours)Mechanical and Electrical Engineers shall complete the minimum continuing education training required to maintain their Professional Engineering licenseMechanical and Electrical Technicians shall complete the minimum continuing education training required to maintain their licenses/certifications identified aboveGenerator and Fuel System Software (i.e. PLC) Operations (Certificate of Attendance for 8 hours)UPS and Battery System Operation (Certificate of Attendance for 8 hours)SERVICE DESK SOFTWARE TECHNICAL SUPPORT/ CONFIGURATION MANAGEMENT DATABASE (CMDB) SUPPORT (T&M)Historically, VA has accomplished the service desk and configuration management database support services below with the following Full Time Equivalent (FTE) positions:Austin, TexasDatabase Administrator, Sr.System Administrator, (Jr/Sr)Technical Applications/Systems Analyst Network AdministratorSystem Installation EngineerERP ProgrammerSecurity Analyst, work Engineer Program ManagerProject ManagerProject AnalystTechnical Writer5.8.1 Application Administration VA currently uses CA Service Desk Manager to support service desk activities. The Contractor shall provide application administration support services for service desk software in use by ITOPS IO. The current CA Service Desk Manager solution facilitates incident, problem, request, change and configuration management processes for the VA. The Contractor shall work with a team of Government employees providing 24/7/365 support. The Contractor shall: Install, sustain, and administer the CA Service Desk Manager solution application from an Enterprise Level.Provide SME level knowledge to support the CA Services Desk Manager solution including configuring and customizing the existing CA Service Desk Manager solution applicationSet up and maintain user accounts, and provide other software applications interfacing with CA Service Desk Manager solution, compile reports, respond to customer requestsMonitor open tickets to ensure correct categorization and adhere to business processesIdentify and report discrepancies along with proposed corrective action. Any action plans shall be provided to the COR/VA PM(s) prior to any implementation or changes.Maintain knowledge based DocumentsMaintain the Enterprise CA Service Desk Manager server application componentsEvaluate application configuration and provide recommendations for improvement. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes.Provide industry and best practice technical recommendations and solutions within the ITIL framework. Any recommendations shall be provided to the COR/VA PM(s) prior to any implementation or changes.Provide administration support by setting up notifications, service level agreements, access types, surveys, service contracts, and other application componentsPersonalize, configure, adapt, and customize the Service Management suite to support business requirementsBe proficient in Transact-SQL language for querying, altering, extracting data. Track and document all system changes, problems, issues, and workflow tasks within service management suite through change orders, service requests, incident and/or problem ticketsParticipate and contribute at project meetings as subject matter expert (SME) for application administration related areasPerform third party software application install and configuration. Assist users, software vendors, and other administrators (i.e.: database, network, systems, backup, and storage administrators) with problems, projects, and implementations of applications such as CA Service Desk Manager Solution.Install and implement new releases, functionality, and patches to applications including such as CA Service Desk Manager Solution.5.8.2 Configuration ManagementVA is in the process of acquiring a configuration management system to support all VA systems – CA Configuration Management Database. The Contractor shall provide support to ensure that only authorized components specified within the approved toolset and change management process as referenced in National Directive 6004, referred to as configuration items (CIs), are used in the IT environment. The Contractor shall record and track all changes to CIs throughout the component’s life cycle. The Contractor shall support lifecycle management and configuration management for both hardware and software systems. The Contractor shall practice sound data management strategies, utilize analysis methodologies to determine viability of systems and be able to report and document issues. The Contractor shall: Update the Configuration Management Database (CMDB) with new CI information and status information. Work with managers, Senior Configuration/Data Management Analysts, software/hardware engineers, and other software/hardware development specialists to ensure approved configuration management processes and quality assurance procedures are incorporated into configuration management. Make changes to the CI Family structure as required. Incorporate appropriate security testing in the configuration management processes and quality assurance process. As requested, provide information to management relating to configuration management procedures and reporting. Work with Senior Configuration/Data Management Analyst to provide configuration management advice and guidance. Conduct audits and reconcile CMDB. Submit Change Orders for changes to production systems, as needed. Conduct and document software/hardware inventories when tasked. Perform and document software/hardware baselines. Support the installation of software/hardware as required. The Contractor is not required to provide any software or hardware during this ply with ITOPS IO CMDB policies and CI naming conventions. Provide support in the event of system outages or disasters. Respond to callback for configuration management support in correcting system failures as required. During non-business hours the Contractor, if on call, must respond within 2 hours of notification that a problem has occurred. Participates in configuration control board(s) (CCB) as directedGENERAL REQUIREMENTS PERFORMANCE METRICSThe table below defines the Performance Metrics associated with this effort. Performance ObjectivePerformance StandardAcceptable Performance LevelsA. Technical/ Quality of Product or ServiceShows understanding of requirementsEfficient and effective in meeting requirements Meets technical needs and mission requirements.Provides quality services/productsCommunicates to project team effectively in writing and verbally.Coordinates activities to avoid conflict and necessity for repeating completed tasks.Works with minimal oversight within assigned parameters.5.1.2.1 (2) – Data Center Operations, Data Distribution Operations, DD214 Data Entry- Batch sorted DD214's into groups of approximately 50 records each, attaching headers and assigning batch numbers to the headers.5.1.2.1(7) - Data Center Operations, Data Distribution Operations, DD214 Data Entry - Ensure 100% accuracy in keying of all batch names.5.1.2.1 (12) - Data Center Operations, Data Distribution Operations, DD214 Data Entry - Re-process rejected DD214s daily, to include those rejected for Contractor errors, bad addresses, bad SSN's, missing birthdates, incorrect names, incorrect service dates, additional periods of service, and future date rejects within two business days.5.1.3.2 (1) – Data Center Operations, ITOPS IO Benefits Delivery/Facility Management Services - Post timecards daily and close them out biweekly, due the end of each pay period.5.1.3.4 (18) - Data Center Operations, ITOPS IO Benefits Delivery/Facility Management Services - Remain current in the following Data Center system training areas throughout the task order’s POP:a.OSHA Safety (Certificate of Attendance for 8 hours)b.Ice Plant Chiller Operation (Certificate of Attendance for 8 hours).c.Switchgear Operation (Certificate of Attendance for 8 hours).d.Generator and Fuel System Operation (Certificate of Attendance for 8 hours).e.Chiller Software Operation (Certificate of Attendance for 8 hours).5.1.4 Data Center Operations, Business Continuity Program Support - (Business Continuity Plan Management) - Compliance of design, development, and maintenance and test/exercise BC plans in accordance with Directive 0320.(Gap Analysis) - Conducted full BC gap analysis for all levels of the organization and provide management the status of BC related activities (e.g. testing, training, risk assessments, business impact analysis (BIA), strategy development, plan creation, etc.)(Testing and Exercising) - All technical components of the Business Continuity plans were successfully tested at least annually, or whenever significant changes are made to those components(Policies, Processes, and Standard Operating Procedures) - Provide draft and final BC policies (directives and handbooks), processes, and SOP’s to the government Program Manager in a timely manner?(Training and Awareness) - Did the Contractor establish, implement and monitor the BC training and awareness program and provide training status reports to National Data Operations and Logistics (NDOL) management in a timely manner?COOP Activation (Actual Event or Exercise) - Did the Contractor respond to COOP activation, and support the on-duty Crisis Management Center Director during declared disasters or exercises in a timely and proficient manner?Sustainable Planner Software - Did the Contractor demonstrate experience with the planning tool to support the Business Continuity documentation activities? Satisfactory or higher5.5.2.1 (3) – Hardware/ Software Technical Advisory Services, Software Services, Acquisition Support and Services - Consolidate software lists to VA counterpart for each fiscal year and provide 45 days prior to the start of the fiscal year. 5.6.1.2 (2) (D) –Technical Infrastructure Services, Windows System Management- Upgrade OS as required for system applications or every 2.5 years, whichever occurs first.5.6.1.2 (2) (N) - Technical Infrastructure Services , Windows System Management - Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding such as: High within 60 days, Medium within 90 days, and Low within 120 days. Prepare Service Desk Manager (SDM) tickets with instructions to be performed so other shifts can perform remediation during maintenance windows.5.6.1.2 (3) (B) - Technical Infrastructure Services, Windows System Management - Contact Contractor provided maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving issues.5.6.3 (3 )(b) - Technical Infrastructure Services, Unix Systems Administration - Contact Contractor provided Contact Contractor maintenance/support’s lines and open a case after 30 minutes of researching problems without success in resolving the issue.5.6.7 (7) - Technical Infrastructure Services, Internal Systems Windows Administration - Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding such as: high within 60 days, Medium within 90 days, and Low within 120 days.5.6.8 (16) - Technical Infrastructure Services, Internal Systems Unix Administration - Implement security hardening requirements and configurations to remediate security vulnerabilities listed in security audit and scan vulnerability reports; remediation must be accomplished within the timeframe defined in the report. Timeframes to remediate are based on the severity level of the finding such as: High within 60 days, Medium within 90 days, and Low within 120 days.5.6.9.1 (24)- Technical Infrastructure Services, Client Technologies, Computer Technical and Analysis Support Services, - Update service requests no fewer than every three (3) business days, and update change-orders every five (5) business days for each action to indicate work accomplished for specific service requests or change orders.5.6.9.1 (25) - Technical Infrastructure Services, Client Technologies, Computer Technical and Analysis Support Services,-Submit change-orders five (5) days prior to work being performed.5.6.9.1 (37) - Technical Infrastructure Services, Client Technologies, Computer Technical and Analysis Support Services,-Resolve Customer support requests within five (5) business days.VAPM approval is required for anextension beyond five (5) businessDays, with exception of assistance associated with ordering, software, hardware and or a service repair requests and Change Orders. The Contractor is not required to provide any software or hardware.5.6.9.2 (4)- Technical Infrastructure Services, Client Technologies, Computer Technical and Analysis Support Service Resolve Customer support requests within five (5) business days.VAPM approval is required for anextension beyond five (5) businessDays, with exception of assistance associated with ordering, software, hardware and or a service repair requests and Change Orders. The Contractor is not required to provide any software or hardware.5.6.9.2 (15) - Technical Infrastructure Services, Client Technologies, Computer Technical and Analysis Support Services -Update service requests no less than every seven (7) business days and change orders every fourteen (14) business days for each action to indicate work accomplished for specific service requests or change orders.5.6.9.2 (16) - Technical Infrastructure Services, Client Technologies, Computer Technical and Analysis Support Services - Submit Change Orders five (5) days prior to work being performed. 5.6.10 (7) - Technical Infrastructure Services, Production Support Peripheral Equipment Operation-Monitor the tape system for outstanding requests, execute appropriate system commands (e.g., job entry system [JES], and multiple virtual storage [MVS] command), and respond to system messages Daily. 5.7.3 (11) Enterprise Applications Management Services, Build Management - Provide daily status reports during periods of callback. These reports are conveyed to the DSS Team Leader and shall be provided not later than 7:15 a.m. each morning. The morning report shall contain the nature/cause of any abnormal processing during the night, the corrective actions for the abnormal processing, any follow up that is necessary for the abnormal processing and any delays for the user caused by the abnormal processing. The root cause of the problem shall be identified (e.g., user, ITOPS IO personnel, platform, communications, data storage, procedures, etc.). 5.7.3 (15) - Enterprise Applications Management Services, Build Management During callback periods, the Contractor shall make initial contact with the help desk technician within 30 minutes of contact. Help desk problem tickets shall be resolved and the resolution reported back to the help desk before 6:00 a.m. CST. In some cases, the resolution may be that the ticket will be held until the DSS Help Desk personnel arrive in the morning.5.7.26.3 (1-4) Enterprise Applications Management Services, Project Controls Engineering Services -1.ITOPS IO Delinquent Timesheet History (monthly) – a report that identifies all delinquent Primavera timesheets grouped by Supervisor. The Contractor shall notify ITOPS IO Section Supervisors individually, and on a weekly basis, when their assigned staff is late in submission of timesheets. 2.ITOPS IO Labor Task Distribution (monthly) – a report that includes the allocation of EO Actual Labor Units across internal and external projects. The date ranges for this report should span the 1st calendar day of each month to the last calendar day of each month.3.SDE Contractor Time Report– Consolidated – a report that extracts Primavera Official Timesheet Data used by Contractor’s PMO to validate Individual Contractor Prepared Month Reports. Report is subsequently used by CORs to validate Contractor Invoices.4.Primavera Labor Billing Extract (monthly) – a report produced in Excel providing detailed timesheet information of billable labor activities (including time period, data source, resource ID, resource name, bill code, project ID, MCC, application function code, application code, activity ID, activity name, rate, hours, and $ total). The report is due to the Business Office (Revenue Management) by 10:00am on the first working day of each month.5.8.1 (3) Data Center IT Facilities and Connectivity, Telecommunications Systems Support - Identify, triage, and resolve ITOPS IO telecommunications customer issues and provide status to the customer within 72 hours.5.8.1 (14)- Data Center IT Facilities and Connectivity – Telecommunications System Support- Resolve Customer support requests within the required timeframes: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours 5.8.2 (11) Data Center IT Facilities and Connectivity, Data Center Infrastructure Services Support - Resolve Customer support requests within the required timeframes: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours, where applicable.5.8.3 (1) Data Center IT Facilities and Connectivity, Logistic Inventory Management Support - Inventory standalone data processing centers and the main computer room in larger information technology centers located in 4.2 as follows: a.1/12th of each site’s equipment inventory listing is inventoried monthly.b.1/4 of each site’s equipment inventory listing is inventoried quarterly.c.All of each site’s equipment inventory listing is inventoried annually and requires at least one Contractor on-site for a complete inventory of our managed assets.5.8.5 (13) - Data Center IT Facilities and Connectivity, Security Administration Services - Resolve Customer support requests within the required timeframes: 85 percent closed within 24 hours, 90 percent closed within 48 hours, 95 percent closed within 72 hours and 100 percent closed within 120 hours, where applicable.5.9.2 (14) –Service Desk/ Configuration Management Database CMDB Support, Configuration Management - Respond to callback for configuration management support in correcting system failures as required. During non-business hours the Contractor, if on call, must respond within 2 hours of notification that a problem has occurred.Satisfactory or higherB. Project Milestones and ScheduleQuick response capabilityProducts completed, reviewed, delivered in accordance with the established scheduleNotifies customer in advance of potential problems Satisfactory or higherCost & StaffingCurrency of expertise and staffing levels appropriatePersonnel possess necessary knowledge, skills and abilities to perform tasks Minimum of 95% StrengthLoss of no more than 3% of contract support in a single contract month based on strength at the beginning of the monthEach month, 95% of existing vacancies have proposed contract support within four weeksSatisfactory or higherD. ManagementIntegration and coordination of all activities to execute effort .Satisfactory or higherThe Government will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the TO to ensure that the Contractor is performing the services required by this PWS in an acceptable manner. The Government reserves the right to alter or change the QASP at its own discretion. A Performance Based Service Assessment Survey will be used in combination with the QASP to assist the Government in determining acceptable performance levels. The COR will determine if the performance of the Contractor is below a metric standard and deem it unacceptable.? The COR will then notify the Contracting Officer.SECTION 508 – ELECTRONIC AND INFORMATION TECHNOLOGY (EIT) STANDARDS On August 7, 1998, Section 508 of the Rehabilitation Act of 1973 was amended to require that when Federal departments or agencies develop, procure, maintain, or use Electronic and Information Technology, that they shall ensure it allows Federal employees with disabilities to have access to and use of information and data that is comparable to the access to and use of information and data by other Federal employees. Section 508 required the Architectural and Transportation Barriers Compliance Board (Access Board) to publish standards setting forth a definition of electronic and information technology and the technical and functional criteria for such technology to comply with Section 508. These standards have been developed are published with an effective date of December 21, 2000. Federal departments and agencies shall develop all Electronic and Information Technology requirements to comply with the standards found in 36 CFR 1194.The following Section 508 Requirements supersede Addendum A, Section A3 from the T4NG Basic PWS.The Section 508 standards established by the Architectural and Transportation Barriers Compliance Board (Access Board) are incorporated into, and made part of all VA orders, solicitations and purchase orders developed to procure Electronic and Information Technology (EIT). These standards are found in their entirety at: and . A printed copy of the standards will be supplied upon request.? The Contractor shall comply with the technical standards as marked: FORMCHECKBOX § 1194.21 Software applications and operating systems FORMCHECKBOX § 1194.22 Web-based intranet and internet information and applications FORMCHECKBOX § 1194.23 Telecommunications products FORMCHECKBOX § 1194.24 Video and multimedia products FORMCHECKBOX § 1194.25 Self-contained, closed products FORMCHECKBOX § 1194.26 Desktop and portable computers FORMCHECKBOX § 1194.31 Functional Performance Criteria FORMCHECKBOX § 1194.41 Information, Documentation, and SupportEQUIVALENT FACILITATIONAlternatively, offerors may propose products and services that provide equivalent facilitation, pursuant to Section 508, subpart A, §1194.5. Such offerors will be considered to have provided equivalent facilitation when the proposed deliverables result in substantially equivalent or greater access to and use of information for those with disabilities. COMPATIBILITY WITH ASSISTIVE TECHNOLOGYThe Section 508 standards do not require the installation of specific accessibility-related software or the attachment of an assistive technology device. Section 508 requires that the EIT be compatible with such software and devices so that EIT can be accessible to and usable by individuals using assistive technology such as screen readers, screen magnifiers, and speech recognition software.ACCEPTANCE AND ACCEPTANCE TESTINGDeliverables resulting from this solicitation will be accepted based in part on satisfaction of the identified Section 508 standards’ requirements for accessibility and must include final test results demonstrating Section 508 compliance. Deliverables should meet applicable accessibility requirements and should not adversely affect accessibility features of existing EIT technologies. The Government reserves the right to independently test for Section 508 Compliance before delivery. The Contractor shall be able to demonstrate Section 508 Compliance upon delivery.Automated test tools and manual techniques are used in the VA Section 508 compliance assessment. Additional information concerning tools and resources can be found at Section 508 Compliance Test ResultsTABLE OF ACRONYMSA & AAssessment and AuthorizationADActive DirectoryAEMSAutomated Engineering Management SystemAESAdvanced Encryption StandardAITCAustin Information Technology CenterALCAssembler Language CodingANRAutomation NotificationAOAuthorizing OfficialAPT'sAdvanced Persistent ThreatsASAAdaptive Security ApplianceATOAuthority to OperateATSDAuthorization to Transmit Sensitive DataBCBusiness ContinuityBCPBusiness Continuity ProgramBESBlackberry Enterprise ServerBGPBorder Gateway ProtocolBIRLSBeneficiary Identification and Records Locator SystemBPELBusiness Process Execution LanguageBSRBootstrap RouterC & ACertification and AccreditationCAComputer Associates TechnologiesCAConfiguration AutomationCAGCitrix Access GatewayCAICenter for Acquisition InnovationCAMSCapital Asset Management SystemCCRClinical Case RegistryCDCompact DiscCEMCustomer Experience ManagerCFSCluster File SystemCGMPCisco Group Management ProtocolCHSCO-located Hosting ServiceCICSCustomer Information Control SystemCMBDConfiguration Management DatabaseCMMCapability Maturity ModelCOChange OrderCOContracting OfficerCOBOLCommon Business Oriented LanguageCOM/DCOMComponent Object Model and Distributed Component ModelCOOPContinuity of OperationsCORContracting Officer’s RepresentativeCOTRContracting Officer’s Technical RepresentativeCOTSCommercial Off-the-ShelfCPUCentral Processing UnitCRDCCapital Region Data CenterCRRCCapital Region Readiness CenterCSCAContractor Security Control AssessmentCSICustomer Support IdentifierCUTCode and Unit TestD2D2TDisk-to-Disk TapeDAGsDatabase Availability GroupsDASDDirect Access Storage DeviceDBADatabase AdministratorDBSDeliverable Breakdown StructureDCAT4Data Center Acquisitions T4DCOData Center OperationsDevOpsDevelopment OperationsDHCPDynamic Host Configuration ProtocolDHSDefinitive Hardware StoreDMZDemilitarized ZoneDNSDomain Name ServiceDODDepartment of DefenseDOJDepartment of JusticeDRDisaster RecoveryDRPDisaster Recovery PlanDSODecision Support OfficeDSSDecision Support SystemDTS Data Transformation ServicesEASEnterprise Application SupportEBCDICExtended Binary Coded Decimal Interchange CodeEBUEnterprise BackupEDBEnrollment DatabaseEIGRPEnhanced Interior Gateway Routing ProtocolEILsEquipment Identification ListsEISEnterprise Infrastructure SupportEJBEnterprise JavaBeanELAEnterprise License AgreementsEOInfrastructure OperationsEOLEnd of LifeERMEnterprise Risk ManagementESREnrollment System RedesignETMEnterprise Telecommunications ManagementETMLEdit Transformation Modification and LoadingEVMSEarned Value Management systemFARFederal Acquisition RegulationsFBIFederal Bureau of InvestigationsFFPFirm Fixed PriceFIFOFirst In, First OutFISCAMFederal Information System Controls Audit ManualFISMAFederal Information Systems Management ActFMSFinancial Management SystemFSCFederal Supply CatalogFSCFinancial Service CenterFSIOFinancial System Integration OfficeFSSField Security ServiceFTEsFull Time EquivalentsFTPFile Transfer ProtocolFTRFederal Travel RegulationsFWSMFirewall Services ModuleGbpsGigabits Per secondGFEGovernment Furnished EquipmentGLBPGateway Load Balancing ProtocolGPFSGeneral Parallel File SystemGPOGroup Policy ObjectGRCGovernance, Risk, and ComplianceGSAGeneral Service AdministrationGWACGovernment Wide Acquisition ContractHAHighly-AvailableHACMPHigh Availability Cluster Multi-ProcessingHBAsHost Bus AdaptersHDLCHigh-Level Data Link ControlHGFEHosted Government Furnished EquipmentHITCHines Information Technology CenterHIVEHosted Infrastructure Virtual EnvironmentHRHuman ResourcesHSRPHot Standby Router ProtocolHWHardwareIAInformation AssuranceIDSIntrusion Detection SystemsIESInterface Engine ServerIGEIndependent Government EstimateIGMPInternet Group Management ProtocolIMInformation ManagementIPInternet ProtocolIPSIntrusion Protection SystemsIPsecInternet Protocol SecurityISAInterconnection Security AgreementISOInformation Security OfficerISVIndependent Software ContractorITInformation TechnologyITAMIT Asset ManagementITILInformation Technology Infrastructure LibraryJ2EEJava 2 Platform, Enterprise EditionJADJoint Application DevelopmentJCLJob Control LanguageJESJob Entry SystemJMSJava Message ServiceJSRJava Specification RequestJVMJava Virtual MachineJVMTJava Virtual Machine TuningLDAPLightweight Directory Access ProtocolLDOMsLogical DomainsLDRLiver Disease DatabaseLGWLoan Guarantee WebLOBLine of BusinessLPARLogical PartitionsLSSLean Six SigmaMERSMedical Equipment Reporting SystemMESRMonthly Equipment and Service ReportsMIPSMillion Instructions Per SecondMLDMulticast Listener DiscoveryMOUMemorandum of UnderstandingMPLSMulti Protocol Label SwitchingMPSMalware Protection SystemMSMicrosoftMSUMillion Service UnitMVSMultiple Virtual StorageNACNetwork Admission Control SystemNARANational Archives and Records AdministrationNASANational Aeronautics and Space AdministrationNBDNext Business DayNBUNetwork BackupNBUNetBackupNCANational Cemetery AdministrationNDOLNational Data Operations and LogisticsNDMPNetwork Data Management ProtocolNFSNetwork File SystemNIPSNetwork Intrusion Protection SystemNISTNational Institute of Standards and TechnologyNSDNational Service DeskNSOCNational Security Operations CenterOBIEEOracle Business Intelligence Enterprise EditionOBOOffice of Business OversightOCSOffice of Cyber SecurityOCSMicrosoft Communicator ServerOGAOther Government AgencyOGCOffice of Governance CouncilOI&TOffice of Information and TechnologyOLDEOn-Line Data EntryOMBOffice of Management and BudgetOPMOffice of Personnel ManagementORANOptical Region Area NetworkOSOperating SystemOSPFOpen Shortest Path FirstOWAOutlook Web ApplicationPAIDPersonnel and Accounting Integrated DataPAsProject AssignmentsPBXPrivate Branch ExchangePCPersonal ComputerPCE Project Control EngineeringPCIDSSPayment Card Industry Data Security StandardPDUPower Distribution UnitPEOPeripheral Equipment OperatorPIAPrivacy Impact AssessmentPIIPersonal Identifiable InformationPIMProtocol-Independent MulticastPIM Privileged Identity ManagementPITCPhiladelphia Information Technology CenterPLProcedural LanguagePMPProject Management PlanPMsProgram ManagersPOA&MPlans of Action and MilestonesPOCPoint of ContactPOPPeriod of PerformancePPPPoint-to-Point ProtocolPPRProject Progress ReviewsPROCSProceduresPSLAPerformance Service Level AgreementPWSPerformance Work StatementQASPQuality Assurance Surveillance PlanQITCQuantico Information Technology CenterQOSQuality of ServiceRACReal Application ClustersRADsRisk Acceptance DocumentsRAIDRedundant Array of Independent DisksRBDRisk Based DecisionsRC&VRecords Center and VaultRDWRetail Data WarehouseREIMRetail Invoice MatchingRESARetail Sales AuditRESTRepresentational State TransferRFQRequest For QuoteRIBRetail Integration BusRIPRouting Information ProtocolRMRisk ManagementRMSRetail Merchandising SystemRORegional OfficesRSDRequirements Specification DocumentsRTURight To UseSAsSystem AdministratorsSASStatistical Analysis SystemSCCMMicrosoft System Center Operations ManagerSCOMSystems Center Operations ManagerSDEService Delivery and EngineeringSDMService Desk ManagerSESSenior Executive ServiceSEWPSolutions for Enterprise Wide ProcurementSIDSystem Interaction DiagramSIEMSecurity Information and Event ManagementSIMStore Inventory ManagementSLAService Level AgreementSMARTSecurity Management and Reporting ToolSMCSecure Mobility ClientSMEsSubject Matter ExpertsSMSSystem Management ServerSnSSubscription and SupportSOAPSimple Object Access ProtocolSOPStandard Operating ProcedureSQLStructured Query LanguageSRSSystem Requirements SpecificationsSSLSecure Sockets LayerSWSoftwareSWATSwift Action and TriageT & MTime and MaterialsT4NGTransformation Twenty-One Total Technology Next GenerationTAMebTivoli Access Manager e-businessTDITivoli Directory IntegratorTDSTivoli Directory ServerTFIMTivoli Federated Identity ManagerTICTrusted Internet ConnectionTO Task OrderUPSUnited Postal ServiceUPS Uninterruptible Power SupplyUSDUser System DocumentationVADepartment of Veterans AffairsVAARVeterans Affairs Acquisition RegulationVACVolt Alternating CurrentVACOVeterans Affairs Central OfficeVADSVeterans Assistance Discharge SystemVAMCsVeterans Administration Medical CentersVBAVeterans Benefits AdministrationVCSVeritas Cluster ServerVCSVeterans Canteen ServiceVHAVeterans Health AdministrationVIEVitria Interface EngineVISNVeterans Integrated Service NetworkVLANsVirtual Local Area NetworksVoIPVoice over IPVPNsVirtual Private NetworksVRRPVirtual Router Redundancy ProtocolVSAMVirtual Sequential Access MethodVTCVideo Teleconferencing ConnectivityVTLVirtual Tape LibraryVTPVLAN Trunking ProtocolWAFWeb Application FirewallWANWide Area NetworkWBSWork Breakdown StructureWINsWindows Internet Naming ServiceXML Extendable Markup LanguageAPPENDIX A - CONTRACTOR NON-DISCLOSURE AGREEMENTThis Agreement refers to Contract/Order _________________ entered into between the Department of Veterans Affairs and _________________________ (Contractor).As an officer of <fill in name of Contractor>, authorized to bind the company, I understand that in connection with our participation in the <fill in program> acquisition under the subject Contract/Order, Contractor’s employees may acquire or have access to procurement sensitive or source selection information relating to any aspect of <fill in program> acquisition. Company <fill in name> hereby agrees that it will obtain Contractor - Employee Personal Financial Interest/Protection of Sensitive Information Agreements from any and all employees who will be tasked to perform work under the subject Contract/Order prior to their assignment to that Contract/Order. The Company shall provide a copy of each signed agreement to the Contracting Officer. Company <fill in name> acknowledges that the Contractor - Employee Personal Financial Interest/Protection of Sensitive Information Agreements require Contractor’s employee(s) to promptly notify Company management in the event that the employee releases any of the information covered by that agreement and/or whether during the course of their participation, the employee, his or her spouse, minor children or any member of the employee’s immediate family/household has/or acquires any holdings or interest whatsoever in any other private organization (e.g., Contractors, offerors, their subContractors, joint venture partners, or team members), identified to the employee during the course of the employee’s participation, which may have an interest in the matter the Company is supporting pursuant to the above stated Contract/Order. The Company agrees to educate its employees in regard to their conflict of interest pany <fill in name> further agrees that it will notify the Contracting Officer within 24 hours, or the next working day, whichever is later, of any employee violation. The notification will identify the business organization or other entity, or individual person, to whom the information in question was divulged and the content of that information. Company <fill in name> agrees, in the event of such notification, that, unless authorized otherwise by the Contracting Officer, it will immediately withdraw that employee from further participation in the acquisition until the Organizational Conflict of Interest issue is resolved.This agreement shall be interpreted under and in conformance with the laws of the United States.________________________________________ ________________________________________Signature and DateCompany_________________________________________ _________________________________________Printed NamePhone NumberCONTRACTOR EMPLOYEE - PERSONAL FINANCIAL INTEREST/PROTECTION OF SENSITIVE INFORMATION AGREEMENTThis Agreement refers to Contract/Order _____________________ entered into between the Department of Veterans Affairs and ____________________ (Contractor).As an employee of the aforementioned Contractor, I understand that in connection with my involvement in the support of the above-referenced Contract/Order, I may receive or have access to certain “sensitive information” relating to said Contract/Order, and/or may be called upon to perform services which could have a potential impact on the financial interests of other companies, businesses or corporate entities. I hereby agree that I will not discuss or otherwise disclose (except as may be legally or contractually required) any such “sensitive information” maintained by the Department of Veterans Affairs or by others on behalf of the Department of Veterans Affairs, to any person, including personnel in my own organization, not authorized to receive such information.“Sensitive information” includes: Information provided to the Contractor or the Government that would be competitively useful on current or future related procurements; orIs considered source selection information or bid and proposal information as defined in FAR 2.101, and FAR 3.104-4; orContains (1) information about a Contractor’s pricing, rates, costs, schedule, or contract performance; or (2) the Government’s analysis of that information; orProgram information relating to current or estimated budgets, schedules or other financial information relating to the program office; or(e) Is properly marked as source selection information or any similar markings.Should “sensitive information” be provided to me under this Contract/Order, I agree not to discuss or disclose such information with/to any individual not authorized to receive such information. If there is any uncertainty as to whether the disclosed information comprises “sensitive information”, I will request my employer to request a determination in writing from the Department of Veterans Affairs Contracting Officer as to the need to protect this information from disclosure.I will promptly notify my employer if, during my participation in the subject Contract/Order, I am assigned any duties that could affect the interests of a company, business or corporate entity in which either I, my spouse or minor children, or any member of my immediate family/household has a personal financial interest. “Financial interest” is defined as compensation for employment in the form of wages, salaries, commissions, professional fees, or fees for business referrals, or any financial investments in the business in the form of direct stocks or bond ownership, or partnership interest (excluding non-directed retirement or other mutual fund investments). In the event that, at a later date, I acquire actual knowledge of such an interest or my employer becomes involved in proposing for a solicitation resulting from the work under this Contract/Order, as either an offeror, an advisor to an offeror, or as a SubContractor to an offeror, I will promptly notify my employer. I understand this may disqualify me from any further involvement with this Contract/Order, as agreed upon between the Department of Veterans Affairs and my company. Among the possible consequences, I understand that violation of any of the above conditions/requirements may result in my immediate disqualification or termination from working on this Contract/Order pending legal and contractual review. I further understand and agree that all Confidential, Proprietary and/or Sensitive Information shall be retained, disseminated, released, and destroyed in accordance with the requirements of law and applicable Federal or Department of Veterans Affairs directives, regulations, instructions, policies and guidance.This Agreement shall be interpreted under and in conformance with the laws of the United States. I agree to the Terms of this Agreement and certify that I have read and understand the above Agreement. I further certify that the statements made herein are true and correct._________________________________________ _________________________________________Signature and DateCompany_________________________________________ _________________________________________Printed NamePhone NumberPOINTS OF CONTACTVA PROGRAM MANAGERThe VA Program Manager for this effort is:Name:Catherine DominguezOrganization:Information Technology Asset Management (ITAM)Address:1615 Woodward StreetAustin, TX 78741 Email:Catherine.Dominguez@ Phone:512-981-4923 Fax:______________________________CONTRACTING OFFICER’S REPRESENTATIVE (COR)The COR for this effort is:Name:Catherine DominguezOrganization:ITAMAddress:1614 Woodward StreetAustin, TX 78741Email: Catherine.Dominguez@Phone: 512-981-4923Fax:_____________________________BUDGET POINT OF CONTACTThe Budget Point of Contact for this effort is:Name:Ryan WoodwardOrganization:IO Business OfficeAddress:1615 Woodward StreetAustin, TX 78741Email:Ryan.Woodward@Phone:512-326-6094Fax:_____________________________ ................
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