ITES-11176 - USA (Washington, DC) - RFI for Border Patrol Technical Operations Center Services - Deadline October 29,2026

– Vendor needs to provide Border Patrol Technical Operations Center (BPTOC) services to the government authority located in Washington, DC. – Providing enterprise BPTOC services to support the operational availability, cybersecurity posture, and sustainment coordination of detection and surveillance technologies deployed along the nation’s borders.– Call Center and Helpdesk Services:• Serving as the single point of contact for BPTOC customer base users and stakeholders.• Receiving calls, emails, alerts, or other notifications.• Creating, updating, tracking, escalating, and closing incidents and service requests.• Providing Tier 1 support root cause analyses and troubleshooting.• Supporting user account issues, access issues, password resets, and system. • Supporting end–user device troubleshooting and configuration.– Enterprise BPTOC Service Capability:• 24x7x365 operational readiness and availability.• Support for multiple geographically dispersed systems.• Monitoring of fielded detection and surveillance technology.– Network Operations Center Services:• Real–time monitoring of network performance, bandwidth usage, latency, packet loss, throughput, and system status.• Monitoring of routers, switches, firewalls, servers, endpoints, and supported surveillance/detection system components.– Security Operations Center Services:• Intrusion detection and prevention.• Endpoint security monitoring.• SIEM integration.– Integration with CBP Systems and Workflows:• CBP enterprise IT service management and operations management platforms.• Integrated Logistics Support System (ILSS) or similar logistics or ticketing systems.• ServiceNow or similar enterprise service management platforms.• Asset management systems.• Configuration management systems.• Vulnerability management systems.