Summary Statement The Comptroller of Maryland (COM) is issuing this CATS+ TORFP to obtain Information Technology System Modernization Technical Support Services from a professional experienced IT services company. COM intends to award this Task Order to one (1) Master Contractor that proposes a team of resources and a Staffing Plan that can best satisfy the Task Order requirements. Master Contractors are advised that, should a solicitation or other competitive award be initiated as a result of activity or recommendations arising from this Task Order, the Offeror awarded this Task Order may not be eligible to compete if such activity constitutes assisting in the drafting of specifications, requirements, or design thereof. A Task Order award does not assure a TO Contractor that it will receive all State business under the Task Order. 2.2 Background and Purpose Through a hyper converged infrastructure the COM provides revenue services to millions of individuals, businesses, and organizations each year. There are 1,500-1,900 end users (internal, seasonal, contractors, and third-party service providers) located on-site and remote. The COM also provides support to the payroll system for the entire State and 60+ state agencies that leverage mainframe systems. The IT infrastructure is a complex environment composed of data centers, field offices, IBM mainframes, 350+ Windows and Linux servers, a 1.5 petabyte capacity SAN, 200+ network devices, 2400+ desktops and related peripheral devices, and 128 custom web applications. State Staff and Roles In addition to the Procurement Officer and TO Manager, the COM will provide a Project Manager to facilitate access to systems and facilities, as well as coordinate interactions with the COM staff. 2.4 Responsibilities and Tasks The TO Contractor shall provide targeted technical support for both our IT infrastructure and system modernization activities. At times, full-time, this support may require staff to be full-time for a period, such as when replacing a significant amount of networking equipment or providing technical support for a full system migration away from mainframe technologies. At other times, support may be for a number of hours, days, or weeks to assist with technical planning, troubleshooting technical issues, or restoring an outage. Therefore, responsibilities and tasks shall include, but are not limited to: A. Targeted technical administrative support by either securely connecting to systems remotely via COM approved methods or through on-premises support to include: 1. Providing administration, maintenance, and operational support for our hyperconverged infrastructure (HCI); 2. Performing problem determination and resolution of our HCI; 3. Responding to HCI-related help desk tickets when escalated to the TO Contractor; 4. Monitoring HCI performance to prevent performance bottlenecks as well as to ensure best resource utilization and optimum performance; 5. Planning, coordinating, upgrading, and installing components of the HCI as needed to include software upgrades/patching, hardware, and code upgrades
