The contract concerns the renewal of the outsourcing services of the information system, for a firm period of 3 years and 2 optional periods of 12 months each. The contract consists of 2 separate lots: lot 1: service desk and proximity, lot 2: supervision and operation/administration of infrastructures. The services of the contract, in obligation of result, require a rigorous realization and management. The incumbent is committed to mobilizing qualified and certified stakeholders, anticipating and responding to resource hazards. A particular effort on the management of the transition phase, a perfect control of security and the ability to carry out projects are expected. The services are carried out on the territory of the European Union, all the information systems used for this purpose as well as the employees of the holder are located in the EU, the exchanges are imperatively in French. Failure to comply with this requirement is eliminatory.

It focuses on 5 main missions: user support, local interventions on sites, projects, crisis management and maintenance in a secure condition of user terminals. Andra is particularly attached to the know-how and interpersonal skills of the service providers. Local services require an Andra on-site presence, with on-site presence or not for the service desk left to the tenderer's choice. The sites concerned are:- the headquarters in Châtenay-Malabry (92) - the CI2A in the Aube - the CMHM (Meuse / Haute - Marne (55)- the CSM in the Manche - no local service on this site. Support for Andra's 850 users (service desk) from Monday to Friday, from 8am to 6.30pm. Realization of local interventions on the sites from Monday to Friday (8:00-18:30 for the headquarters, 9:00-17:00 for the other sites). The volume, all types of requests/incidents combined, represents about 600 tickets/month. The perimeter is composed of:- 1200 user terminals (Windows and Linux), - 120 mobile phones (iPhone type registered in an MDM)- 56 multifunction printers- 51 meeting rooms including 31 equipped with videoconferencing. The Service Desk, as a single point of contact, carries out the following operational missions on all requests addressed to it: - Their consideration and qualification- The creation or update of associated files in the ITSM tool- Their resolution, and failing that, their escalation with other Support teams (other teams of the Data Controller, Andra teams or teams of a third party appointed by Andra)- Their end-to-end monitoring, independently of the teams in charge of their resolution or treatmentOn average, there are:-1500 incident tickets processed /year- 1700 service request tickets / yearThe local service:Its main missions are as follows: - Daily checks; backups, videoconferences etc. - Analysis and diagnosis of Incidents escalated by the Service Desk or by other support groups (Lot 2, SOC team, experts...) - On-site intervention at the request of other support groups (Lot 2, SOC team, experts...) - Resolution and/or Escalation to the higher level support groups of unresolved Incidents (Groups of the Data Controller, Andra or Third Parties appointed by Andra)- Entry in the ITSM tool of incidents, service requests, and the progress of the file- Entry in the ITSM tool of all security incidents. - Detection of deviation (compared to the data of the park database) and notification to the repository manager if necessary- Verification of the compliance of workstations with the established standard (e.g. antivirus, security patches, minimum application version, technical configuration ...) and implementation of the necessary actions including escalation with the support group if necessary - Update of the application catalog on the workstation - Maintenance management of user terminals- Creation of masters and mastering of positions- Management of stock and reforms- Drafting of intervention proceduresOn average and all sites combined, there are:- 1500 incident tickets processed / year - 2000 service requests processed / year- 250 standard changes / year

It covers 5 main missions: infrastructure supervision, administration/operation of IT production infrastructures, maintenance in a secure condition of the IS, crisis management, IS evolution projects. Infrastructure administration/operation services require a minimum daily presence at the headquarters site. The actions of lot 2 on the CI2A, CMHM and CSM sites will be carried out by lot 1, and managed by lot 2.The sites concerned are:- the headquarters of Andra in Châtenay-Malabry (92)- the CI2A in the Aube (10)- the CMHM in Meuse / Haute - Marne (55)- - the CSM in the Manche (50). The intervention periods are Monday to Friday 8h-18h30. The volume, all types of requests/incidents combined, represents about 300 tickets/month The scope is composed of: - 75 physical servers (including ESX) - 550 Vm (under VMware) mainly in Windows Server, and some Linux- 140 network components (N1 only) - Technical environment: Azure, Veeam, Exchange, SQL Server, Solarwinds, MECM, Horizon, ... The main missions are as follows:- Supervision, management and consideration of alerts of any Andra IS object outside industrial networks or laboratory- Detection, opening of tickets, qualification, and processing of Incidents- Management and processing of escalated requests - Management of technical changes (patches and upgrades on systems software and operating tools / middleware)- Preventive actions of maintenance in operational conditions (reboot, updates, configuration reviews...) - Maintenance in security conditions of systems and network infrastructure (implementation of patches and administration and update of antivirus ...) - Backup of the network infrastructure - Monthly proposals for changes - Maintenance in operational condition of tools and agents within the scope of the Services, tools made available by Andra or the Holder, (Schedulers, transfer software, backup software, disk management software, Supervision, ...) - Realization of technical and application productions.- Acceptance and maintenance of the technical part of the operating documentation- Define and automate the production of dashboards for the monthly provision of reports and technical indicators- Manage and monitor projects- Drafting intervention procedures on equipment and / or infrastructure and their updating- Analyze SOC feedback and apply identified corrections- Interventions and Organizations of its teams in the event of technical crises or cyberattacks