TROJAN NetOps Technical Questions.docx

Provide your firm's Capability Statement and responses to the attached Technical Questions.

INSCOM G6/GISA TROJAN NetOps – 2nd Iteration TROJAN NetOps-2

TECHNICAL QUESTIONS

1. What frameworks or tools would you use to translate specific objectives for network operations (i.e., IT technical support, IT network operations, IT network monitoring, and IT network operations planning) into actionable task plans?

1. How would you structure your resource allocation process to maximize efficiency across concurrent tasks (e.g., major command exercises, field deployments, sustainment, optimization of the networks, etc.)?

1. What Key Performance Indicators (KPIs) do you recommend for gauging TROJAN network health, uptime, and mission impact?

1. What staffing model would you employ to guarantee 2x7x365 IT network system operations coverage, including shift patterns, surge staffing plans, and backup for unplanned absences?

1. Describe your process for managing user and computer accounts, groups, and organizational units at scale in a multi-domain Active Directory environment.

1. What automated health‐check scripts or synthetic transactions able to implement to catch and remediate UCCX issues before they impact users?

1. Describe your issue‐tracking workflow: how tickets are opened, categorized, prioritized, and closed. Which ITSM platform do you integrate with (e.g., ServiceNow) and how?

1. Outline your post-incident review process: how do you capture lessons learned, update runbooks and monitoring thresholds, and implement preventive measures to reduce recurrence?

1. What information would you gather at each stage of outage reporting and tracking (e.g., initial report, diagnosis, workaround, fix, etc.) to ensure a comprehensive audit trail, and how do you maintain that log until full restoration?

1. How would you ensure all maintenance and repair activities adhere to the PWS Technical Exhibit 1, government regulations, and unit-specific SOPs? Describe your audit and review process.

1. Detail your approach for inventory management, life-cycle tracking, and spares provisioning for routers, switches, and transport amplifiers. How do you ensure rapid hardware replacement?

1. How will you coordinate configuration-change requests, approvals, and implementations across multiple TNCCs and theTNOC to ensure alignment with government direction?

1. Provide an example of how you’ve communicated priority shifts to a mixed team of field engineers, analysts, and logisticians.

1. Describe your process for ingesting and documenting configuration changes as they occur, ensuring 99% accuracy is maintained throughout the base period and all option years.

1. Describe your process for tracking, interpreting, and implementing all relevant Service and DoD directives, policies, and procedures for deployed personnel supporting TNOC/TNCC operations.

1. What continuous monitoring mechanisms (e.g., automated compliance dashboards, weekly audits) would you implement to detect policy or Status of Forces Agreement (SOFA) violations in near real-time?

1. Outline your process for identifying, categorizing, and tracking program risks—from supply-chain delays to equipment failure—in a centralized risk register.

1. Provide an example of a corrective action you proposed after identifying a recurring performance shortfall.

1. Describe your approach to partnering with government stakeholders in establishing and adjusting program priorities.

1. Provide a summary of the last three successfully completed government contracts that were of similar nature as this requirement.