12-Appendix G - Managed Services Staffing Matrix.docx

Appendix G – Managed Services Staffing Matrix (Pricing Proposal Form) Vendors shall provide line-item pricing for each position listed below. Include annual min/max salary ranges (do not include benefits, company FICA contributions, etc.), along with five-year total cost. BPS IT reserves the right to adjust staffing levels during contract renewals. Continency funds may be used to augment mid-year staffing if requested by BPS.

BPS IT will annually determine staffing levels and needs based on priorities, projects, bid proposal, and funding.

Staffing compensation should take the following requirements into consideration:

· All non-Network staff should be within a daily commute range of Buffalo, NY, unless there are exceptions expressly granted by BPS IT in writing.

· June or July will have onsite requirements for most team members.

· On-site will generally be at either 1515 South Park site, City Hall, or one of the data centers, on a daily basis with the ability to travel to any BPS location.

· Hybrid staff will be expected to be onsite 2-3x/week depending on project and approval by BPS IT.

· Remote will not be required on-site except for planned/requested meetings and/or special situations.

· Staffing should have desirable certifications as listed below and/or relevant experience.

Governance & Oversite, Transition & Knowledge Transfer (RFP SoW 3.7)

· Overview: Manages team, service integration, transition, reporting per RFP SoW 3.7

· Service Delivery Manager is the primary liaison to BPS; supervises the contracted service team, oversees SLA compliance, reporting, change control, and executive reviews.

· Coordinates hand-off from incumbent provider, documentation migration, and cutover readiness.

· Maintains documentation, DR testing logs, SLA reports, and asset inventory.

· Group Certification: PMP, CAPM, ITIL v4 Foundation, ISO 27001 Familiarity

· Primary Tools: Team Dynamix, all other systems as needed Network (RFP SoW 3.1)

· Overview: Manages the wired, wireless, WAN, internet network per RFP SoW 3.1

· Oversees LAN/WAN design, configuration, SMLT, SPB, QoS, and SD-WAN optimization.

· Performs daily monitoring, troubleshooting, and port/VLAN configuration changes.

· Manages Aruba Central, RF tuning, ClearPass NAC policies, and certificate-based authentication.

· Group Certification: Extreme ECS, Fortinet NSE 4+, Aruba ACMA, CompTIA Network+, Extreme ECS, Aruba ACMP, Aruba ACMA/ACMP, ClearPass ACCX

· Primary Tools: Aruba Central, Extreme XIQ-SE, FortiManager, Team dynamix Security & Compliance (RFP SoW 3.3)

· Overview: Manages Firewalls, MS Defender suite, SoC interface per RPF SoW 3.3

· Designs, configures, and maintains all FortiGate clusters, SD-WAN policies, segmentation of VDOMs, VPNs, and security inspection profiles. Works with vCISO and SOC on architecture, threat mitigation, and compliance alignment. Leads quarterly rulebase reviews and ensures high-availability design resilience across both data centers.

· Coordinates alerts, incidents, and vulnerability reports with vCISO and SOC partner; performs daily log review and incident tracking.

· Group Certification: Fortinet NSE 5–7, Advanced SD-WAN, IPS/IDS, familiarity with NIST CSF & ITIL v4, Fortinet NSE 3+, Microsoft SC-200 or equiv.

· Primary Tools: FortiManager, FortiAnalyzer, MS Defender Suite, MS Defender Vulnerability Management, MS Sentinel, BlueVoyant Ticketing, Nessus scanning, Team Dynamix Server & Infrastructure (RFP SoW 3.2)

· Overview: Manages servers and storage at data centers or cloud per RFP SoW 3.2

· Operates VMware 8.5, Dell R6625 hosts, Pure Storage, Active Directory, DNS/DHCP, and PKI, MS Defender Endpoint for Servers and related MS Defender Vulnerability Management

· Patching, backups, AD GPOs, file/print management, and scripting automation.

· Manages Pure Storage, Druva backups, replication, and restore validation.

· Group Certification: VMware VCP, Microsoft MCSE, MCSA, PowerShell, Pure Storage PCP, VMCE or equivalent

· Primary Tools: VMWare console, MS Entra, MS Intune, MS Suite of products, Team Dynamix Endpoint & MDM and Help Desk Interface (RFP SoW 3.5)

· Overview: Manages all user devices and endpoint security per RFP SoW 3.5

· Administers Intune, Jamf Pro, Azure AD device groups, and Autopilot enrollment, MS Defender for Endpoint and MS Defender Vulnerability Management for endpoints

· Imaging, device prep, deployment, and break/fix remediation; integrates with Help Desk.

· Works with BPS ITHelp Desk for escalations, ticket triage, and Team Dynamix integration.

· Group Certification: Microsoft Intune MD-102, Jamf Pro 200+, CompTIA A+, Windows 11 MD-100, ITIL v4, ServiceNow/TDX Admin

· Primary Tools: MS Intune, MS Defender for Endpoint, MS Entra, Team dynamix, Incident IQ Infrastructure Automation (RFP SoW 3.5.5)

· Overview: Manages infrastructure automation per RFP SoW 3.5.5

· Develops Ansible/PowerShell scripts; reporting for uptime, compliance, and patching.

· Group Certification: PowerShell Expert, Python, ITIL v4

· Primary Tools: Ansible, all other systems as needed

Year 1 Staffing Requests

(SoW 3.7)

(SoW 3.7)

(SoW 3.1)

(SoW 3.1)

(SoW 3.1)

1st year Onsite Hybrid after

(SoW 3.3)

(SoW 3.3)

(SoW 3.5)

(SoW 3.5)

Otherwise, hybrid

(SoW 3.5.5)

Additionally, BPS IT is open to alternative staffing structures that may offer greater efficiency, expertise, or value. Therefore, vendors are also strongly encouraged to:

Propose an Alternative Model (Optional): Submit an alternative staffing model and pricing structure as a clearly marked addendum to this appendix. This alternative proposal should explain the rationale for the different structures (e.g., shared-resource pools, different role combinations) and demonstrate how it meets all service level requirements. The proposal must demonstrate how the staffing model ensures adequate separation of duties between day-to-day operational support and project work. The proposal should identify roles, responsibilities, pricing and time allocations for each resource. The Vendor must also provide a backup plan to ensure continuity and avoid dependency on any single individual.

BPS IT reserves the right to adjust staffing levels or adopt variations during contract negotiations.