Atch_3_-_PWS_Revised_18Apr2014.pdf

Performance Work Statement (PWS)

Air Force Intranet Control (AFINC) Support - 26 Network Operations Squadron (NOS)

04/18/2014

FA8773-12-R-8002, Amendment 0004

Vision Statement

1 Introduction

1.1 Mission

1.2 Background

1.3 Scope

2 General Requirements

2.1 Non-Personal Services

2.2 Business Relations

2.3 Contract Administration and Management

2.3.1 Contract Management

2.3.2 Contract Administration

2.3.3 Personnel Administration

2.4 Subcontract Management

2.5 Contractor Personnel, Disciplines, and Specialties

2.6 Location and Hours of Work

2.7 Travel / Temporary Duty (TDY)

2.8 Continuity of Operations (COOP)

2.9 Exercises and Events

3 Performance Requirements

3.1 Persistent Network Operations

3.2 Defensive GIG Operations

3.3 AF Domain Management

3.4 Network Analysis and Troubleshooting

4 Special Requirements

4.1 Security Safety

4.2 Transition

4.3 Government Furnished Materials

4.4 Safety and Environmental Requirements

4.5 Continuation of Essential Contractor Services During Crisis

4.6 Contractor Records and Reporting

4.7 Quality

4.8 Contracting Officer Representative (COR)

5 Deliverables

6 Operating Environment

Appendix A - Policies…………………………………………………………………..….……..42

Appendix B – Tools……………………………………………………………………………….44

Appendix C – Equipment…………………………………………………………………………46

Appendix D – Acronyms………………………………………………………………………….49

Appendix E – Performance Requirement Summary (PRS)……………………………...…...53

Performance Work Statement (PWS)

Air Force Intranet Control (AFINC) Support - 26 Network Operations Squadron (NOS)

Vision Statement

Provide mission assurance to the warfighter via effective, expert level operation, management, and defense of the Department of Defense Information Network (DODIN).

1 Introduction

The intent of this acquisition is to acquire services supporting the 26th Network Operations Squadron (26 NOS) and its mission to operate, manage and defend the Air Force portion of the Department of Defense Information Network (DODIN). This section provides an overview of the requirement and background information about the evolution of the squadron’s mission.

1.1 Mission

The 26th Network Operations Squadron (26 NOS) operates the AFINC weapon system and the Department of Defense (DoD) Joint Regional Security Stacks (JRSS). The AFINC provides Air Force (AF) enterprise-level network management, optimized communications and defensive measures at the Air Force Information Network (AFIN) gateways (Correct gateway terminology is AF NIPRNET gateway system (AFNGS) and SIPRNET Hydra Sentinel nodes. Hydra Sentinel nodes are referred to as SIPRNET gateways). The AFINC operates and manages all Service Delivery Point (SDP) routers for Non-Secure Internet Protocol Router Network (NIPRNET) and Secret Internet Protocol Router Network (SIPRNET); operates and manages all AF routers and all AF circuits that have connectivity to the Air Force NIPRNET gateways and SIPRNET Hydra Sentinel nodes; and operates the AF portion of the JRSS. Additionally, the AFINC operates the Common User virtual private network (VPN) mesh tying the components of the AFs intranet together and protecting AF network traffic through encryption as it traverses public infrastructure.

The AFINC provides the AF with robust network communications by operating and maintaining the health and status of the Air Force NIPRNET gateways, SIPRNET Hydra Sentinel nodes, Integrated Management Suites (IMS), Joint IMS (JIMS), SDP routers, JRSS, and AF Wide Area Network and long-haul circuits, and provides a vital tactical cyberspace defense capability which at a minimum blocks known malicious traffic at the AF perimeter to ensure uninterrupted network integrity, reliability, availability, and confidentiality for the warfighter. The AFINC maintains the AF Enterprise Firewall, JRSS, Domain Name, electronic mail filtering and Web Proxy services at the outer most network boundary. The AFINC handles remote management of the AF NIPRNET gateways, JRSS, and SIPRNET Hydra Sentinel nodes, directing traffic across newly established Defense Information Systems Agency (DISA) circuits, and managing all of the connections at the AF external router. The AFINC also provides Incident Response capabilities in support of defense, network, mission application incidents, and contingency operations.

The 26 NOS delivers cyberspace situational awareness (SA) to AF leadership and all mission partners by providing 24/7/365 status of the AFIN, the Air Force portion of the DODIN and Defensive Cyber Operations (DCO) postures of the underlying infrastructure. The AFINC actively develops and maintains a proactively oriented deny-by-default posture, executes countermeasures in preparation for and response to a hostile cyber attack, analyzes AFIN performance, issues temporary network addresses and domains to Combat Communications Squadrons, and coordinates network maintenance. Specifically, the AFINC conducts network operations, management and defense of the AF NIPRNET gateways, SIPRNET Hydra Sentinel nodes, Integrated Management System (IMS), Joint IMS (JIMS), JRSS, firewalls, Service Delivery Point (SDP) routers, web proxy servers, E-mail relays, domain name servers, and their supporting network components.

1.2 Background

1.2.1 The evolution of the AFINC began in the early 1990s when resources within the 754th Electronic Systems Group (ELSG) operated and managed the Air Force Intranet Control Center (AFINCC). That function was renamed Air Force Network Operations Control Center-Network Operations Division (AFNOC-NOD) when oversight of the mission was transferred to 8th Air Force in Barksdale. In August of 2009, the 26th Network Operations Squadron stood up and continued the operation and maintenance of the Air Force Wide Area Network, adding the "defend portion of the mission within the scope of the Cyberspace area of responsibility.

1.2.2 That evolution saw the scope of AFINC grow from some 600 SDP routers and the ".mil and ".smil domains for the AF to some 1500 devices, the "mil and "smil domains of the AF, 16 Gateways on NIPR, 15 Hydra Sentinel Nodes on SIPR, 2 Integrated Management Suites at geographically separate locations, along with the inclusion of Defensive Cyber Operations with the DODIN Operations portion of the mission.

1.2.3 The AFINC mission is dynamic, often resulting in a need for surge capacity to support mission objectives. Recent mission growth has created a shortage of appropriately trained and available active duty personnel; leaving the 26 NOS without the capacity to support and sustain an increased operational tempo for extended periods. Going forward, efforts to close the gap between the expanding mission and the constrained resources must continue. Achievement of the 26 NOS mission is paramount to the successful operations, maintenance, and defense of the DODIN. Leveraging industry's expert skillsets in enterprise operations will make that possible.

1.3 Scope

The mission of the 26 NOS is to provide mission assurance to the warfighter through the operation, management and defense of DODIN. In the execution of its mission, the 26 NOS operates, manages, and defends the NIPR Network Gateways and the SIPR equivalents; all SDP routers on both NIPR and SIPR; the IMS out-of-band management networks; the JIMS out-of-band management network; training lab environment; the external Domain Name System (DNS) for the AF (both af.mil and af.smil.mil); JRSS; and the underlying workstations, servers, storage networks, and systems that are required to do so. Specifically, contractor support is required for Persistent Network Operations, Defensive Global Information Grid (GIG) Operations (DGO), AF Domain Management and Network Analysis and Troubleshooting.

2 General Requirements

This section describes the general requirements for this effort. The following sub-sections provide details of various considerations on this effort.

2.1 Non-Personal Services

The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the Contracting Officer (CO) immediately.

2.2 Business Relations

2.2.1 The contractor shall work with the Contracting Officer Representative (COR), the authorized Government representative, to accomplish Government requirements, goals, and mission objectives as efficiently and effectively as possible. This shall include sharing or coordinating information resulting from the work required within this PWS or previous Government efforts and working as a team to perform tasks in concert.

2.2.2 The contractor shall ensure minimum duplication of effort in the execution of all work specified within this PWS and build upon work previously accomplished by the Government, the contractor, or other contractors to the fullest extent practical.

2.2.3 The contractor shall successfully integrate and coordinate all activity needed to execute the requirement.

2.2.4 The contractor shall manage the timeliness, completeness, and quality of problem identification.

2.2.5 The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors.

2.2.6 The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contractor personnel.

2.2.7 The contractor shall cooperate, support, and interface with 26 NOS military, Government civilians, and other contractors for completion of all tasks IAW DoD, AF, and 26 NOS policies, procedures, instructions, local job guides, policy memorandums and downward directed guidance.

2.2.8 The contractor shall attend meetings to recommend implementable courses of actions, address emerging capabilities, provide status updates, and participate in the development of Plan of Action and Milestones (POA&Ms).

2.2.9 The contractor shall provide inputs and updates to the Master Training Plan and other knowledge databases within the 26 NOS.

2.2.10 The contractor shall be responsive to requests for information from other work centers for accomplishing the 26 NOS mission.

2.2.11 The contractor shall work with 26 NOS mission partners and 26 NOS work centers to perform fault-detection, fault-isolation, and recovery/resolution (FDIR) services. The contractor shall troubleshoot, resolve, and document status of network incidents and faults to maintain service levels IAW DoD, AF regulations, and 26 NOS Operation Instructions regarding Incident Management.

2.2.12 The contractor shall maintain, update and draft 26 NOS technical documentation, policies, and procedures for ensuring continuity of knowledge and operations.

2.2.13 The contractor shall comply with, participate in, and contribute to Change Management procedures and instructions for the 26 NOS mission IAW Methods and Procedures Technical Order (MPTO) 33A-1100, AFNet Operational Change Management Processes.

2.2.14 The contractor shall perform preventive and corrective maintenance for systems and components operated and managed under terms of this PWS, including testing, removing/replacing, aligning, corrosion control, cleaning, inspecting and lubricating IAW TO 00- 33A-1001. The Contractor shall maintain electronic records of preventive and corrective maintenance IAW TO 00-33A-1001.

2.2.15 The contractor shall complete and comply with information requests from the 26 NOS IA program.

2.2.16 The contractor shall maintain, update, and create meeting minutes for ensuring continuity of knowledge and operations. (CDRL A001: Meeting Minutes)

2.2.17 The contractor shall maintain, update, and create After Action Reports for ensuring continuity of knowledge and operations. (CDRL A002: After Action Reports)

2.2.18 The contractor shall provide a Weekly Activity Report (WAR). The WAR should include current significant accomplishments, issues and problems for the current week. (CDRL A003:

Weekly Activity Report)

2.2.19 The contractor shall provide a Quarterly Contract Summary Report. The Quarterly Contract Summary Report shall provide a summary of all significant accomplishments and work performed by Contractor for the current quarter. (CDRL A004: Quarterly Contract Summary Report)

2.2.20 The contractor shall adhere to the latest version or successor to any policies listed in this

PWS.

2.2.21 The contractor shall perform vulnerability scanning, remediation, reporting, and patch management for systems managed by the 26 NOS IAW CTO 08-005, Scanning Remediation;

26 NOS Patching Guidance Memorandum; and 26 NOSI 33-200v1b IA Vulnerability Management Plan. (CDRL A005: Weekly Vulnerability Status Reports)

2.2.21.1 The contractor shall install current anti-virus software, updates, patches, and definitions on every computer, information system, network, and stand-alone computing devices including all Legacy, AFNET, IMS and Area 52 workstations IAW guidance received.

2.3 Contract Administration and Management

The following subsections specify requirements for contract, management, and personnel administration.

2.3.1 Contract Management

The contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The contractor must maintain continuity between the support operations at 26 NOS Maxwell AFB-Gunter Annex, AL, 26 NOS Lackland AFB, TX and the contractor's corporate offices.

2.3.2 Contract Administration

2.3.2.1 The contractor shall establish processes and assign appropriate resources to effectively administer the requirement.

2.3.2.2 The contractor shall respond to Government requests for contractual actions in a timely fashion.

2.3.2.3 The contractor shall have a single point of contact between the Government and contractor personnel assigned to support this contract.

2.3.2.4 The contractor shall assign work effort and maintain proper and accurate time keeping records of personnel assigned to work on the requirement.

2.3.3 Personnel Administration

2.3.3.1 The contractor shall provide for employees during designated Government non-work days or other periods where Government offices are closed due to weather or security conditions.

2.3.3.2 The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements.

2.3.3.3 The contractor shall make necessary travel arrangements for employees.

2.3.3.4 The contractor shall provide necessary infrastructure to support contract tasks.

2.3.3.5 The contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

2.4 Subcontract Management

2.4.1 The contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement.

2.4.2 The prime contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. Contractors may add subcontractors to their team after notification to the CO or COR.

2.5 Contractor Personnel, Disciplines, and Specialties

2.5.1 The contractor shall accomplish the assigned work in this PWS by employing and utilizing qualified personnel with appropriate combinations of education, training, and enterprise network experience.

2.5.2. The contractor shall match personnel skills to the work or task with a minimum of under/over employment of resources.

2.5.3 The contractor shall provide the necessary resources and infrastructure to manage, perform, and administer the contract.

2.5.4 The contractor shall function with the Government as a single, comprehensive team to raise the level of proficiency and effectiveness of the entire team thereby providing mission assurance to the AF through the operation, maintenance, and defense of the AF network enclave.

2.5.5 The contractor shall obtain appropriate DoD 8570 certifications for supporting the 26 NOS IAW DoD 8570.01-M, Information Assurance Workforce Improvement Program, prior to contract start date and maintain certifications throughout life of the contract at contractor's expense except where noted otherwise in this PWS.

2.5.6 The contractor shall obtain appropriate certifications detailed within the PWS for each functional area prior to contract start date and maintain certifications throughout life of the contract at contractor's expense except where noted otherwise in this PWS.

2.5.7 The contractor shall ensure the certifications are spread out among the team and not exclusive to one person.

2.5.8 Contractor Personnel

2.5.8.1 The contractor shall not employ any person for work on this contract if such an employee is identified to the contractor by the CO as a potential threat to the health, safety, security, general well-being, or operational mission of the installation and its population. During the performance of this PWS, the COR will notify the CO of contractor personnel that pose a potential threat with behavior that disrupts the good order and discipline demanded of persons working in the unique, controlled environment staffed with active duty military, Government civilians and numerous diverse contractor personnel.

2.5.8.2 The contractor shall ensure that its employees are able to read, write, speak and understand the English language to the extent necessary in the performance of the work.

2.5.8.3 The contractor shall not employ any person who is an employee of the United States (US) Government if employing that person would create an OCI. Additionally, the contractor shall not employ any person who is an employee of the Department of the Air Force, unless such has been approved according to DOD 5500.7-R, Joint Ethics Regulation.

2.5.8.4 Contractor employees shall identify themselves as contractor personnel by introducing themselves or being introduced as contractor personnel and displaying distinguishing badges or other visible identification for meetings with Government personnel (see paragraph 2.5.9). In addition, contractor personnel shall appropriately identify themselves as contractor employees in telephone conversations and in formal and informal written correspondence.

2.5.9. Common Access Cards (CAC)

Primary Location: Contractors at Maxwell AFB, Gunter Annex, AL shall be identified with a contractor CAC marked by a green stripe. When required, contractor personnel shall comply with local security policies to wear their CAC in the standardized manner, clearly visible attached to the torso of the exterior garment above the belt and below the shoulders. Except when in use (i.e. inserted in a computer CAC reader) or when in controlled areas requiring other credentials as the primary method of identification. To access any Government base, the contractor shall present their CAC upon demand. The contractor will coordinate with the COR to obtain CAC. The contractor shall coordinate with the 26 NOS Security Officer to obtain a facility entry badge by completing an AF Form 2586 (Unescorted Entry Authorization Certificate). This badge will allow entry into buildings/rooms were contractors are assigned to work.

AOL: Contractors at Joint Base San Antonio (JBSA)/ Lackland AFB, TX shall be identified with a contractor CAC marked by a green stripe. When required, contractor personnel shall comply with local security policies to wear their CAC in a standardized manner, clearly visible attached to the torso of the exterior garment above the belt and below the shoulders. Except when in use (i.e. inserted in a computer CAC reader) or when in controlled areas requiring other credentials as the primary method of identification. Contractors shall be identified by their Air Force Intelligence Surveillance and Reconnaissance Agency (AFISRA) Form 325 (Green Badge) clearly visible attached to the torso of their exterior garment above the belt and below the shoulders when present within the TOP SECRET Sensitive Compartmented Information Facility (SCIF) as proof of proper clearance to remain unescorted within the SCIF. The AFISRA Form 325 is marked with name, CONTRACTOR, and contract expiration date. Upon exit from controlled areas the contractor shall conceal their credentials (Green Badge) from plain view. To access any Government base and certain facilities, the contractor shall present their CAC upon demand. When required, contractor personnel shall comply with local security policies to wear their CAC in the standardized manner, clearly visible attached to the torso of the exterior garment above the belt and below the shoulders. The contractor and Contractor Special Security Officer will coordinate with the COR for CAC and Green Badge issue.

2.5.10 Contractor Employee List

2.5.10.1 The contractor shall maintain a current listing of employees. The list shall include employees name, social security number, and level of security clearance. The list shall be validated and signed by the company Facility Security Officer (FSO) and provided to the CO and Government COR prior to contract start date. The contractor shall provide updated listings whenever an employee’s status or information changes. (CDRL A006: Program Management Plan)

2.5.10.2 The contractor shall provide a Program Management Plan (CDRL A006) at contract start date and provide updates to the plan within three (3) business days of personnel changes or updates to the CO or other designated Government representative.

2.6 Location and Hours of Work

2.6.1 Work Locations: The contractor shall perform the PWS requirements at the primary and alternate operating location (AOL). The COR will notify the Site POC or Contractors Representative concerning any changes in work location.

2.6.1.1 Primary Operating Location: Maxwell AFB-Gunter Annex, AL

The contractor performance required by this PWS includes contractor manning on all shifts, 24x7x365 days a year including holidays, at the primary operating location: Maxwell AFB- Gunter Annex, AL (except where noted in the PWS). The performance of work described in this PWS may also necessitate contractor personnel traveling to various contractor, subcontractor, and Government facilities in the continental US (CONUS) and abroad. The contractor may work extended hours past their shift, with prior approval of the CO, to ensure timely completion of work at no additional cost to the Government.

2.6.1.2 AOL: Lackland AFB, TX

The contractor performance required by this PWS includes contractor manning between the hours of 0700L and 2300L Monday - Friday with the capability to recall personnel to duty with in one hour in the event of a mission transfer to the AOL: Lackland AFB, TX. The contractor team at the AOL must be able to seamlessly assume the Current Operations mission for the 26 NOS without disruption of mission coverage. The performance of work described in this PWS may also necessitate contractor personnel traveling to various contractor, subcontractor, and Government facilities in the CONUS and abroad. The contractor may work extended hours past their shift, with prior approval of the CO, to ensure timely completion of work at no additional cost to the Government.

2.6.1.3 Overtime and Holidays

Overtime and holidays are not reimbursed by the Government under the terms of the contract as it is included within the price proposed; therefore, change shall be negotiated solely between the contractor and its employees IAW applicable labor laws.

2.6.1.4 Surge Hours

Surge requirements may require additional work hours due to downward-directed task affecting the 26 NOS core mission or emergency circumstances that may require the implementation of emergency action plans. The contractor shall be capable of supplying any normal contract requirements at the same time as any surge requirement.

2.6.2 Emergency Services. On occasion, services may be required to support an activation or exercise of contingency plans. In the event of an emergency, contractor personnel are considered essential personnel regarding any instructions or announcements. Announcements will normally be disseminated by local television and radio stations.

2.6.2.1 Base Closures Due to Emergencies. From time to time, the Center or Base Commander may decide to close all or part of a base in response to an unforeseen emergency or similar occurrence. Such emergencies include adverse weather such as snow, or ice, "an act of God” such as tornado or earthquake, or a base disaster such as a gas leak or fire. Contractor personnel are essential personnel for purposes of any instruction regarding the emergency.

Base closure announcements will normally be disseminated by local television and radio station.

2.7 Travel / Temporary Duty (TDY)

Travel off-site to Government facilities or other contractor facilities may be required and as specified in the PWS. All travel requirements (including plans, agenda, itinerary, or dates) shall be pre-approved by the Government (subject to local policy procedures), and is on a strictly cost reimbursable basis. Costs for travel shall be billed IAW the regulatory implementation of Public Law 99-234 and FAR 31.205-46 Travel Costs (subject to local policy & procedures). The contractor shall submit trip reports within three (3) business days of return from travel. (CDRL A007:Trip Report)

2.8 Continuity of Operations (COOP)

2.8.1 In the event the COOP plan is activated, the contractor shall transition from day to day AOL operations and provide 100% coverage within 24 hours. Staffing includes for Router

Operations (PWS para 3.1.1), Network Security (PWS para 3.2.1.1), System Administration (para 3.1.2), DNS (PWS para 3.3.1), Infrastructure (PWS para 3.1.3), and VoIP services (PWS para 3.4.2.2) at the Alternate Operating Location (AOL).

2.8.2 The contractor shall support 24x7x365 operations and ensure COOP for the primary location and AOL.

2.8.3 The contractor shall execute operations and contingency plans for the 26 NOS ensuring operations failover to AOL IAW 26 NOS policies and procedure and network operations resume without impact to AOL and Primary location.

2.8.4 The contractor shall ensure seamless transfer of the 26 NOS mission.

2.8.5 The contractor shall coordinate with the Government to determine the required COOP support. Additionally, the contractor will determine which of its personnel are required to deploy to the AOL in support of operations.

2.8.6 The contractor shall support COOP documentation revision efforts.

2.9 Exercises and Events

2.9.1 The contractor shall provide technical support for exercises and events where the Government is conducting installations, implementations, investigations, analyses, compliance, and assessment activities.

2.9.2 The contractor shall develop a POA&M for all projects, remediation actions, and deficiencies reported IAW 26 NOSI 10-204A, Exercise Management Plan.

2.9.3 The contractor shall submit after action reports upon completion of exercises and events.

(CDRL A002: After Action Report).

3 Performance Requirements

The following section specifies the Performance Objectives and Performance Elements for the contract, to include performance Standards (STD) and Acceptable Quality Levels (AQL). A STD without an AQL indicates there is no deviation from the STD.

3.1 Persistent Network Operations

Operates, Maintains, and Defends the USAFs long-haul enterprise network, NIPR and SIPR.

Provides NIPR and SIPR network connectivity and security at 600 AF Sites and operate the 16 AF NIPR Gateways, the 15 SIPR Command and Control Nodes (SIPR C2 Nodes), and the Joint Regional Security Stacks (JRSS).

3.1.1 Router Operations

Work Center Description: Provide support to operate, manage, maintain and defend all routers, switches, Wide Area Network (WAN) acceleration devices, appliances, and other network devices involved in the execution of the 26 NOS mission.

3.1.1.1 The contractor shall provide support for router operations.

Task requires certification as a Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) (CCNP or greater preferred); providing hands on task management, network design, engineering and support services for the AFIN, a global tier, enterprise environment; supporting the AFIN infrastructure through design, installation, maintenance, administration, and support of the AFIN infrastructure consisting of routers, switches and associated equipment; managing and maintaining current and future IP requirements for 26 NOS managed networks and environments; providing recommendations in the development and implementation of processes related to the network infrastructure;

developing and maintaining relevant network documentation; serving as resource for troubleshooting and problem remediation of network infrastructure; demonstrating experience with networking concepts such as TCP/IP protocol, TCP ports, IP subnetting, VLANs, and Spanning tree, etc.; support LAN/WAN connectivity such as fiber, copper, and MPLS; telling and showing others how to complete tasks; completing tasks quickly and accurately; identifying why and when tasks must be done and why each step is needed; predicting, isolating and resolving problems about tasks; analyzing facts and principles and drawing conclusions; evaluating conditions and making proper decisions.

Performance Standards

a) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with router operations.

b) STD: Accurately and completely document all operational activities in the approved incident tracking system and all changes in the approved change management system.

c) STD: Address all operational activities IAW the 26 NOS Incident Matrix.

d) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, and DISA STIGs.

3.1.1.2 The contractor shall configure, secure, patch, update, upgrade, and monitor network devices.

Task includes utilizing two-person integrity when making changes; ensuring outages are scheduled to minimize impact on operations; and implementing configurations with minimum impact to system users.

Performance Standards

a) STD: Comply with Air Force and Department of Defense regulations such as the Defense Information Systems Agency (DISA) STIG, TCNO, MTOs, 26 NOS Instructions and 26 NOS local job guides when configuring network devices.

b) STD: Provide Router IOS Upgrade implementation plan one week before deployment or when requested.

c) STD: Conduct all changes to routers IAW Authorized Service Interruption (ASI) Process

d) STD: Changes should successfully deploy to machines on first try.

AQL: 80% success rate with POA&M submitted within three (3) days of deployment for remediation of remaining 20%.

Deliverables A008 Router IOS Upgrade Implementation Plan

3.1.1.3 The Contractor shall analyze and optimize network device performance, network traffic, and utilization.

Task includes monitoring and maintaining tools to track metrics; ensuring systems are healthy;

optimizing performance; and accomplishing proactive intervention, response, and resolution to network anomalies and attacks.

Performance Standards

a) STD: Ensure Service Delivery Points (SDPs) can handle loads with an average utilization of 90% with spikes to 100% for less than 20% of the time during failover.

b) STD: Ensure SDPs have the bandwidth to support a failover and handle total traffic from multiple SDPs.

c) STD: Ensure primary and secondary SDPs are load balanced with utilization below 50%.

d) STD: Ensure routing devices maintain a packet loss of <4%.

e) STD: Identify and resolve degraded routing within 30 minutes of alert.

Deliverables A009 Network Device Performance Report A010 Network Traffic Utilization Report

3.1.1.4 The contractor shall operate, manage, and defend the VOIP/VoSIP systems supported or used by 26 NOS.

Task includes utilizing applicable VoIP best practices and strategies; designing and implementing unified communications; establishing and maintaining VOSIP and VTC systems;

resolving VoIP, VOSIP or VTC issues and documents; updating Master Training Lists and other related documentation.

a) STD: IAW 26 NOS VOIP Local Job Guide

3.1.2 System Administration

Work Center Description: Provide support to operate, manage, maintain and defend all servers, clients, appliances, storage systems, backup and recovery systems, applications and tools involved in the execution of the 26 NOS mission.

3.1.2.1 The contractor shall provide support for system administration.

Task requires certification as Security + or Systems Security Certified Practitioner (SSCP);

Microsoft Certified Solutions Expert (MCSE) in Server Infrastructure; MCSE in Data Platform;

CompTIA Storage+ or equivalent; VMWare Certified Advanced Professional 5-Data Center Administration (VCAP5-DCA); MCSE in SharePoint certification. Additional requirements include; administrator of Symantec Backup Exec 12 for Windows servers or equivalent; Red Hat Certified Engineer (RHCE); MCSE in Messaging; upgrading and configuring system software;

performing periodic performance reporting to support capacity planning in a Windows and Linux environment; performance tuning, hardware upgrades, and resource optimization; examining, testing and implementing new and emerging software and equipment; configuring CPU, memory, and disk partitions; working with staff in the application of OS patches; upgrading administrative tools and utilities; working with cross-functional teams in resolving application related issues; designing technical solutions; architecting cloud-computing solutions; shell scripting; setting up administrator and service accounts; maintaining system documentation;

installing system wide software; validating and implementing critical system patches; allocating mass storage space. Additional requirements include; interacting with users; evaluating vendor products and making recommendations to purchase hardware and software; coordinating installation and providing backup recovery; developing policies and standards related to system administration, overall strategy, design, implementation, and operational aspects of multiple systems, operating environments, and related software; scheduling, planning, and overseeing system upgrades; developing functional requirements through interaction with customers and coordinating with web application programming team on systematic enhancements or changes;

writing user guides, systems development documentation, operations documentation, process workflows, ISO 9000 documentation, disaster recovery/continuity/contingency planning;

programming in several administrative languages (shell, Perl, Tcl); utilizing networking/distributed computing environments, utilizing the principals of routing, client/server programming, and design of consistent network-wide file systems; implementing and verifying DISA STIGS (Security and Technical Implementation Guides); experience with HBSS and Retina/ACAS assessment capabilities; managing and administering core IT services including Active Directory, Exchange, and Windows Server; telling and showing others how to complete tasks; completing tasks quickly and accurately; identifying why and when tasks must be done and why each step is needed; predicting, isolating and resolving problems about tasks;

analyzing facts and principles and drawing conclusions; evaluating conditions and making proper decisions.

Performance Standards

a) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with system administration.

b) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, AF and other related DoD policies on all related systems.

3.1.2.2 The Contractor shall provide and ensure troubleshooting is available for all shifts.

Performance Standards

a) STD: Identify and resolve incidents correctly, commensurate with incident criticality.

b) STD: Identify and document problems as discovered.

c) STD: No recurrent mistakes.

d) STD: Demonstrate efficiencies and improvements

e) STD: Expert level support is available 24/7/365 at the primary location and the AOL between the hours of 0700L and 2300L Monday - Friday.

3.1.2.3 The contractor shall provide system administration for Windows, Linux, Unix, Solaris servers and clients.

Task includes utilizing industry best practices, innovative solutions, emerging technologies, and lessons learned to improve processes, procedures and performance of DODIN; monitoring and maintaining tools to track metrics; ensuring systems are healthy; optimizing performance; and accomplishing proactive intervention, response, and resolution to network anomalies and attacks.

a) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, AF and other related DoD policies on all related systems.

b) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with system administration.

3.1.2.4 The Contractor shall provide administration, management, and maintenance for the 26 NOS virtual environments.

Task requires VMware experience supporting virtual servers within a SAN storage environment;

utilizing Industry best practices, innovative solutions, emerging technologies, and lessons learned to improve processes, procedures and performance of DODIN; monitoring and maintaining tools to track metrics; ensuring systems are healthy; optimizing performance;

accomplishing proactive intervention, response, and resolution to network anomalies and attacks; and migrating physical servers to virtual machines.

Performance Standards

a) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, AF and other related DoD policies on all related systems.

b) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS

A011 Trends and Analysis Report A014 Monthly Storage Analysis Report

3.1.2.5 The Contractor shall provide administration, management, maintenance, and security for 26 NOS storage environment.

Task includes working with the full architecture supporting the Storage/SAN and service provided across 26 NOS managed systems; trending and monitoring to ensure health of storage infrastructure; evaluating the impact of proposed changes to Storage (either via projects, initiatives, or releases); identifying and evaluating risks and responses and making recommendations to the Government regarding whether changes should be approved;

troubleshooting issues and making recommendations regarding their resolution; engineering designs of IT Storage Area Networks and storage to include physical and blade based servers, switches, storage arrays and data replication with products and technologies from various vendors; identifying performance optimizations (performance-based sizing) and plan capacity based on usage trends; participating in architectural design discussions and implementing those designs through deployment and into operations; estimating levels of effort and costs of engineering design; virtualizing storage use VMWare products; developing and employing cloud solutions; writing user guides, systems development documentation, operations documentation, process workflows, ISO 9000 documentation, disaster recovery/continuity/contingency planning;

telling and showing others how to complete tasks; completing tasks quickly and accurately;

identifying why and when tasks must be done and why each step is needed; predicting, isolating and resolving problems about tasks; analyzing facts and principles and drawing conclusions;

evaluating conditions and making proper decisions; utilizing industry best practices, innovative solutions, emerging technologies, and lessons learned to improve processes, procedures and performance of DODIN; monitoring and maintaining tools to track metrics; ensuring systems are healthy; optimizing performance; accomplishing proactive intervention, response, and resolution to network anomalies and attack; and ensuring critical assets operate during and after disasters with no loss of data.

Performance Standards

a) STD: The storage environment is available 99.99% monthly.

b) STD: Storage usage does not exceed 90%.

c) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, AF and other related DoD policies on all related systems.

d) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with system administration.

Deliverables

3.1.2.6 The Contractor shall provide and perform administration and management for 26 NOS backup and recovery systems.

Task includes utilizing industry best practices, innovative solutions, emerging technologies, and lessons learned to improve processes, procedures and performance of DODIN; monitoring and maintaining tools to track metrics; ensuring systems are healthy; optimizing performance;

accomplishing proactive intervention, response, and resolution to network anomalies and attacks; developing and maintaining backup schedules taking into consideration the global time zone differences; and storing data in offsite storage locations.

a) STD: Restore systems to requested good configuration up to at least (1) year old.

b) STD: Transport mission critical data to an offsite Government storage facility and store for a period of one (1) calendar year.

c) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, AF and other related DoD policies on all related systems.

d) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with system administration.

Deliverables A015 Weekly Backup/Restore Status Report A016 Monthly Off-Site Status Report

3.1.2.7 The Contractor shall provide and perform administration and management for System Applications.

Task includes utilizing Microsoft Exchange, NetIQ/Nagios Windows Server Update Services (WSUS), Altiris, and System Center Configuration Manager (SCCM) to manage environment;

monitoring services, resource utilization, security settings, and general server health through automated tools; monitoring and maintaining tools to track metrics; ensuring systems are healthy; optimizing performance; and accomplishing proactive intervention, response, and resolution to network anomalies and attack.

Performance Standards

a) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, AF and other related DoD policies on all related systems.

b) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with system administration.

3.1.2.8 The Contractor shall perform and provide administration and management for Web Application Programming.

Task includes using web development products provided by the Government to create, maintain, secure, and monitor all applicable Web based systems in the front and back end environments; providing performance metrics for both network and circuit utilization; maintaining and operating a Web based environment across 34 Servers, nine (9) Microsoft Structured Query Language (SQL) environments, and six (6) Application Development platforms.

a) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, 26 NOS policies, AF and other related DoD policies on all related systems

b) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS Local Job Guides, 26 NOS Checklists and 26 NOS Appendices associated with system administration.

c) STD: Web based systems are available and can interact with dependent systems.

3.1.2.9 The contractor shall provide and perform administration and management for System Administration Active Directory.

Task includes managing Microsoft Windows Server based operating systems across both Legacy and AFNET level systems; managing an Active Directory environment; monitoring and maintaining tools to track metrics; ensuring systems are healthy; optimizing performance;

accomplishing proactive intervention, response, and resolution to network anomalies and attacks; providing uninterrupted access to Government-defined critical systems; installing and updating software; developing and deploying Group Policy Objects (GPOs); and assigning and enforcing security policies for all computers.

Performance Standards

a) STD: IAW DoD IAVAs, DOD IAVBs, MTOs, CTOs, AF TCNOs, eEye Retina, DISA STIGs, and other related DoD policies on all related systems.

b) STD: IAW Master Training Lists, 26 NOS Local Work Cards, 26 NOS instructions, 26 NOS

3.1.2.10 The contractor shall develop scripts and utilities for routine task automation and connection to software APIs.

Task includes using scripting tools to enhance tool functionality such that system information is easier to obtain, system performance is easier to monitor and improve, and processes and procedures are streamlined.

Performance Standards

a) STD: Document scripts IAW 26 NOS local policies.

b) STD: Streamline processes and procedures so that tasks are performed in fewer steps and less time.

3.1.2.11 The contractor shall administer, coordinate, and manage Higher Headquarters orders like TCNOs, MTOs, and CTOs for ensuring AFNET and legacy systems are in compliance.

Task includes coordinating and cooperating with 26 NOS work centers or mission partners;

ensuring systems' baselines are updated and provided to Change Management work center.

Performance Standards

a) STD: IAW completion timelines of all orders.

b) STD: Systems are compliant with requirements in order.

3.1.3 Infrastructure

Work Center Description: Establishes, operates, and maintains local switches and routers, Kernel-based Virtual Machines (KVMs), Environmental systems, UPS, Serial Console appliances, Network Time Appliances and the Cisco Access Control Server (ACS) application.

3.1.3.1 The Contractor shall troubleshoot, install, maintain, and configure infrastructure devices for both the 26 NOS legacy and DODIN environments.

Task requires experience in a global tier, enterprise environment with Cisco Layer 2/3 switches;

Keyboard, Video and Mouse devices; serial console devices; Cisco ACS and RSA token applications; Orion SolarWinds applications; Time Servers; UPS; and environmental systems.

Task includes maintaining and monitoring devices; coordinating with Change Management to ensure changes are approved before implementation; ensuring configurations comply with DISA STIG requirements; maintaining physical and logical diagrams, building locations and maps;

troubleshooting switch related issues; recommending and performing corrective actions when required; repairing and replacing KVMs and ensuring they function as required; ensuring time servers are synced and providing true time; assisting users with issues related to remote access via the Serial Console Devices; developing POA&M for all projects, remediation actions and deficiencies; telling and showing others how to complete tasks; completing tasks quickly and accurately; identifying why and when tasks must be done and why each step is needed;

predicting, isolating and resolving problems about tasks; analyzing facts and principles and drawing conclusions; evaluating conditions and making proper decisions.

Performance Standards

a) STD: IAW DISA STIGs, 26 NOS policies, DoD regulations and AF regulations.

b) STD: Performs and maintains cable maintenance IAW TO-33A-1001, AFI 33-115 and 26 NOS guidelines.

3.1.3.2 The Contractor shall monitor and maintain authentication applications for the 26 NOS legacy and DODIN environments.

Task includes maintaining local user accounts within the applications; ensuring authentication services are continually provided; and reviewing reports and takes corrective actions as needed to ensure access authentication is compliant with directives.

Performance Standards

a) STD: Ensure users are authenticated IAW DoD and AF policies before gaining access to AF networks, applications and services.

3.1.3.3 The Contractor shall monitor and maintain environmental systems for the 26 NOS legacy and DODIN environments.

Task includes managing and maintaining the systems that monitor and provide alerts regarding the environmental condition (i.e. humidity, temperature, and power) of the systems controlled by the 26 NOS.

Performance Standards

a) STD: Notify the Government of adverse environmental conditions within one (1) hour of alert.

b) STD: Maintain operational readiness of environmental monitoring systems

3.1.4 Change Management

Work Center Description: Ensure standardized processes are used to effectively make changes to 26 NOS controlled networks/systems as well as maintain and update detailed configuration records of 26 NOS hardware and software. Support is available at the primary location between the hours of 0700L and 1600L Monday - Friday.

3.1.4.1 The Contractor shall manage and administer the change management function at the 26 NOS.

Task includes reviewing current procedures and providing recommendations for improved and efficient processes; implementing approved recommendations according to implementation plan and dates; ensuring all equipment and software is accounted for and/or disposed; ensuring all changes that affect the DODIN or 26 NOS baseline are tracked; developing and maintaining an interdependency database that tracks all application and physical level interdependencies within the environments managed by the 26 NOS; and developing weekly reports on overdue change requests.

Performance Standards

a) STD: IAW AFI 33-138 and MPTO 00-33A-1100.

b) STD: Comply with all applicable NOTAMs, TCNOs, NTOs,…