Project Implementation Support

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**Who we are supporting**

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

- Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
- Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
- Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
- Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

**The program**

**Assistance and Advisory Service (AAS)**

The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

**Role Background**

NCI Agency - PAN Migration to NATO Public Cloud Project

The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15.000 staff within the NATO Enterprise form the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site (Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.

Migration Support

One of the main objectives of the project is to ensure a structured rollout at each of the 19 PAN locations and provide early lifecycle support for the staff transitioning networks.

Under de the direction of the PAN Migration to NATO Public Cloud project manager and site-specific implementation managers, the Project Implementation Staff will provide various implementation activities during the rollout. Including IT administration, first-line technical support, user-communication, ticket creation, technical troubleshooting, explanation of basic M365 functionality, and explanation of the specific NATO Public Cloud Environment.

**Role Duties and Responsibilities**

Initial Training

Providing local support to the users in various NATO locations will require bespoke knowledge about the specific setup and background of the NPCL solution. To this end the Project Implementation Staff will be required to attend familiarization training:

- Online learning about the specific elements of the NPCL solution (based on the VIVA learning module in the M365 solution)
- A full day of familiarization training in the NHQ location in Brussels - Belgium
- Any additional lifecycle support training (remote) as it becomes available during the rollout

Early Lifecycle Support
- User support will the core responsibility of the project implementation staff. Each location will transition 50 users per day from the PAN to the NPCL. The team is to provide user support during this transition.
- Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads)
- Provide technical troubleshooting during the enrolment by:

- Create, track, and follow-up on implementation-related issue tickets created in the JIRA ticketing system
- Support training activities by providing direct support on M365-related topics and provide technical troubleshooting during the live training
- Provide walk-in support for the users, including answering basic technical questions and providing guidance on the use of M365 and the Azure environment;

Admin and logistic support

Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the t