Operational Cloud Service Support

Tender description

Summary of the work Support of AWS cloud hosted services using automation tools such as Terraform, Ansible. Provision of 24/7 on call support for AWS Cloud hosted services. Management of incidents and change via ServiceNow and JIRA. Enablement of knowledge transfer and skilling up of DVLA personnel Expected Contract Length 12 Months Latest start date Monday 2 April 2018 Budget Range If Supplier proposal is based on day rates then maximum of £750 (including T&S). Supplier to propose payment approach. Why the Work is Being Done To enable a skilled DVLA team capable of supporting and managing all AWS hosted services on a 24/7 basis DVLA currently have an operational support team responsible for management and support of a large number of services hosted with Amazon Web Services (AWS). As this team has a number of trainees in it, there is a requirement to bring skill levels up to an appropriate level over the length of the contract. Problem to Be Solved DVLA requires a service that provides; Support of AWS cloud hosted services using automation tools such as Terraform, Ansible. Provision of 24/7 on call support for AWS Cloud hosted services. Management of incidents and change via ServiceNow and JIRA. Enablement of knowledge transfer and skilling up of DVLA personnel (assessed on a fortnightly basis). The skills/knowledge matrix can be provided upon request. Who Are the Users Service Hours of Support Monthly Availability Strategic Card Payments 24/7/365 99.5% Online Enforcement Payments 24/7/365 99.5% Fitness to Drive 24/7/365 99.5% VED Calc 24/7/365 99.5% IEP Vehicles 24/7/365 99.5% IEP Drivers (7 services) 24/7/365 99.5% Vehicles Management and Personalised Registration 7-7 Mon- Sat 99.5% Cross Border Enforcement 24/7/365 99.5% CIS Management / DSP Platform 24/7/365 99.5% Common Image Service 24/7/365 99.5% Office of Low Emission Vehicles 8am – 4pm Mon – Fri 99.5% Existing Team Our existing team operate within the Application, Support & Infrastructure group and supports the Agency’s live IT environment. Current Phase Live Skills & Experience • Evidence of experience with AWS technologies and automation and configuration tools • Evidence experience and knowledge of Ansible • Evidence experience and knowledge of Terraform • Evidence experience and knowledge of Python • Evidence experience and knowledge of Rundeck • Evidence experience and knowledge of Red Hat IDM • Evidence experience and knowledge of Puppet • Evidence experience and knowledge of ELK • Evidence experience and knowledge of StrongSwan • Evidence experience and knowledge of Spacewalk • Evidence experience and knowledge of Nginx • Evidence experience and knowledge of ServiceNow • Evidence experience and knowledge of Atlassian Tools (BitBucket, JIRA, Confluence) Work Location Driver & Vehicle Licensing Agency A Block Longview Road Morriston Swansea SA6 7JL Working Arrangments Delivery of 24/7 on call cover. Security Clearance Engineers must be SC cleared (SC letter confirmation) Additional T&Cs This service sits outside of IR35 No. of Suppliers to Evaluate 15 Proposal Criteria • Approach and methodology • How the approach or solution meets user needs • How the approach or solution meets your organisation’s policy or goal Cultural Fit Criteria • Able to form effective relationships with people of all seniorities and job types • Self-starters who inspire others to action • Supporting enablement of in-house subject matter expertise, engaging with staff and creating an environment of knowledge sharing. This will be documented to ensure in-house expertise on completion of contract. Payment Approach Time and materials Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers 1. The location mentions Swansea but is off-site working a possibility for this opportunity? If so, what would be the expectation of 'onsite' vs. 'offsite' working? As this Support Service also has Enablement of permanent staff built in to the requirements, there’s going to need to be a reasonable amount of on-site working. That may potentially taper off as the team gets more skilled but we would expect this to start as a minimum 75% on site and 25% off site to start.