Provision of services related to the Business Continuity Plan for EU Publications Office Managed Services

Economic and Financial Capacity - Turnover: Candidates must comply with the following selection criteria in order to prove that they have the necessary economic and financial capacity to perform the FWC: the average yearly turnover during the past two financial years of at least EUR 2 000 000 (two million euro).

Professional and Technical Capacity - Economic Activity Relevance: Candidates must be professionally and technically capable of performing the FWC they apply for. Technical and professional capacity will be judged on the basis of the candidate's expertise relevant to the required services, and in particular with regard to the candidate's know-how and experience. In order to pass the selection phase: the candidate's economic activity must be relevant.

Professional and Technical Capacity - Project Activity Reference Forms (PARFs): The submitted PARFs must fulfil the requirements defined below. All the requirements must be fulfilled at the deadline for the submission of requests to participate. In order to be accepted, a PARF must: cover at least one requirement indicated below: a) setting up of a business continuity environment (BC environment) on the public cloud (e.g. MS Azure, AWS, GCP); b) operating a BC environment on a public cloud (e.g. MS Azure, AWS, GCP) or private cloud; c) integrating system using containers and container orchestration systems and using Elasticsearch and Liferay; d) applying the Information Security Incident Management as per ISO/IEC 27001 & 27002; cover at least one service which might be requested, as defined in point 4.4 Description of services; include at least 200 person-days workload strictly related to BC environment setup, system integration and/or operation; an accompanying letter of reference (from the client). In order to pass the selection phase, at least three PARFs must be accepted, and the accepted PARFs shall altogether cover five requirements as listed below: 1. Setting up of a BC environment on the public cloud (e.g. MS Azure, AWS, GCP). 2. Operating a BC environment on a public cloud (e.g. MS Azure, AWS, GCP) or private cloud. 3. System integration using containers and container orchestration systems and using Elasticsearch and Liferay. 4. Applying the Information Security Incident Management as per ISO/IEC 27001 & 27002. 5. Cover ALL the services which might be requested, as defined in point 4.4 Description of services. A single PARF can cover several requirements from the requirements listed above.

Account Executive (AE): An Account Executive manages the relationship between the contracting authority and the contractor. An Account Executive deals with all contractual and financial aspects related to the FWC. He/She: Coordinates the FWC execution and governance; Works with the contracting authority to proactively plan changes; Understands new solution releases, specific benefits to contracting authority and work with the contracting authority team to position opportunities; Oversees Business Continuity Services engagement financials (validate billings, invoice issues, collections).

Service Delivery Manager (SDM): A Service Delivery Manager is responsible for one or more of the services included in this FWC. For each of the services under his/her responsibility he/she acts as the single point of contact with regards to technical and operational matters related to those services. Furthermore, a SDM is responsible for guaranteeing that the Key Performance Indicators are met and that new services are put in place on request of the contracting authority. He/she: Ensures the implementation team adhere to Business Continuity Services policies and procedures; Owns overall Business Continuity Services Delivery including service-related interactions with the contracting authority; Works closely with the contracting authority's Project Manager, Operations team and own resources on execution of Managed Services tasks & operations; Conducts internal & external kick-offs; Coordinates with own implementation resources to align with project schedule to ensure key Managed Services milestones; Secures the contracting authority approval concerning service activities & timing; Participates in project steering committee, monthly meeting and/or project status meetings during implementations; Manages escalations for Managed Services related matters during service lifecycle; Conducts periodic reviews of the services with the contracting authority.

Architect (AR): An Architect is responsible for defining the overall OP Portal Solution Strategy, maintaining relevant Application and Data Architectures, researching new technical trends, products and services that offer opportunities to improve the efficiency and effectiveness of the OP Portal Services. The architect: Helps design new solutions and ensures the continuing availability and improvement of existing solutions; Documents and justifies all design decisions and presents them to all relevant stakeholders; Identifies user requirements by researching and analysing user needs, preferences, objectives, and working methods; Plans data and application architecture by studying the OP Portal concept, strategy, APIs, data flow; Validates information delivery by developing and completing usability test plans; Participates in all the meetings related to design of technical architecture for portal services; Updates portal technical documentation to reflect design changes, new services or improvement of existing services.

Security Officer (SO): Security officer plays a critical role in ensuring the confidentiality, integrity, and availability of the system and its data. His/her primary responsibilities include: Developing and implementing security policies and procedures; Conducting regular OP Portal risk assessment by identifying and evaluating security risks and implementing measures to mitigate them; Elaborating and reviewing on a regular basis OP Portal IT Security plan following ITSRM (IT Security and Risk Management) methodology; Collaborating with system administrators, architects and developers to ensure security is embedded in all aspects of the infrastructure, system design and system implementation; Monitoring and responding to security incidents and breaches together with coordination of all remediation effects; elaborates and provides to contracting authority detailed security incidents reports; Ensuring compliance with Cloud Security Maturity Model (CSMM) Level 3 and with cloud security baseline controls.

System Administrator (SYS): A System Administrator is responsible for the installation and maintenance of application environments. He/she configures the environment for maximum reliability and performance and is responsible for upgrading and patching the application infrastructure. A System Administrator: Plans and coordinates the installation, testing, and operation of server software, hardware and firmware; Develops, reviews, and modifies changes to the schedule of operation to ensure systems, servers, workstations, peripherals, communications devices, and software is on-line, patched and supported; Analyses failure trends and provide recommendations on future design; Ensures policies, procedures, and strategies are optimised and integrated into the installation, configuration, and maintenance of the operating environment; Evaluates the feasibility of implementing new technologies with current environments; Performs scheduled, periodic and ad-hoc maintenance or repairs required; Monitors and maintains the existing solution; Troubleshoots incidents and raises them with the manufacturer, the development team and other parties as necessary; Helps carry out change requests for the different environments (Dev/Prod/Test); Liaises with the infrastructure team to ensure the right capacity is in place; Ensures that KPIs are met; Configures and manages system backups and restores.