Job summary
We are
seeking an experienced Senior Digital Systems Engineer to oversee the technical
support and services within our DTS team at Mastercall Healthcare. The ideal
candidate should possess strong technical expertise, excellent management and
communication skills and a proven track record in managing IT service
operations along with a passion for digital innovation in healthcare and
ideally healthcare technology expertise. You will be responsible for ensuring
the smooth operation of our IT systems, providing technical support to internal
and external stakeholders, and implementing effective IT strategies to optimise
business operations.
The permanent post based on 30 - 37.5 hours per week in
accordance with the needs of the business.
Salary £50,000 per annum plus on call allowance
Closing date 18th November 2024
Main duties of the job
The Senior
Digital Systems Engineer is a critical role responsible for overseeing and
managing the technical operations within our organisation, acting as the
primary point of contact for all technical service-related matters and playing
a pivotal role in ensuring the smooth functioning of IT systems,
infrastructure, and services.
The ideal
candidate possesses a strong technical background and a comprehensive
understanding of IT service management and cloud computing.
The Senior
Digital Systems Engineer will play a crucial role in driving the organisation's
technological capabilities and ensuring the seamless delivery of IT services,
contributing to the overall success and efficiency of the business operations.
About us
Mastercall Healthcare is an award-winning social enterprise
organisation providing NHS services accredited by the Social Enterprise Mark.
With 28 years experience as an innovative, high performing
organisation we are passionate about providing the very best patient care at
the very best place for the patient.
We have completely transformed digital delivery at
Mastercall Healthcare over the last 10 years. We have sourced new technology to
enhance patient care, harnessing technology to support our award-winning
clinical team and advanced digital maturity
We believe in growing your own and developing talent and
already have an incredible Digital Technology Services team that have been with
us in shaping this journey of transformation, but now is the time to further
enhance the skillset in our team by adding a new role of Senior Digital Systems
Engineer.
At Mastercall we welcome applicants from diverse cross
section of society who will uphold our culture and ethos as we embark on our
future opportunities and continue our transformation journey.
Employee benefits include:
Living wage employer
NHS pension scheme
Employee Assistance programme Sage Benefits
Wage stream
NHS blue light card/ discount schemes
Flexible and homeworking
Career development
Competitive rates of pay
Generous holiday entitlement, long service enhancements and
with option to purchase additional leave.
Wellbeing schemes and more ...
Job description
Job responsibilities
This non-exclusive list of duties, which follows, represents
the range of tasks which may be required to be undertaken routinely or
periodically.
1. Reporting to the CIO : Provide strong leadership to the
technical services team, fostering a collaborative and high performing work
environment. Delegate tasks effectively, set clear objectives, and provide
guidance and support to team members. As an effective and highly capable team
member, you will self-manage your workload and proactively pick up requests and
other work through the ITSM tool. You will mentor and develop team members,
ensuring continuous skill knowledge development and assist with recruitment and
training.
2.
Technical
Service Delivery: Ensure the
efficient delivery of technical services, including troubleshooting, system
maintenance and support. Develop and implement strategies to improve service
efficiency and quality while adhering to industry best practices and standards.
Implement solutions which drive automation to help reduce time spent by
support teams and in turn, free up time to innovate and drive service
improvement. Application packaging and deployment using standard Microsoft
toolset. You will be experienced in developing PowerShell based automations.
3.
System
Infrastructure Management: Oversee the
management and maintenance of the organisation's IT infrastructure, including
networks, servers, and security systems. Implement proactive measures to ensure
the security, reliability, and scalability of our IT infrastructure. Manage,
support, maintain and help implement Microsoft Server Azure Infrastructure and
Fortinet Network.
4.
Incident and
Problem Management: Lead on the
resolution of critical incidents and complex technical issues, acting as an
escalation point for the technical services team. Develop and implement
effective problem-solving strategies to minimise system downtime and ensure
timely issue resolution.
5.
Service
Level Agreement (SLA) Compliance: Monitor and enforce adherence to SLAs, ensuring that technical
services are delivered within agreed timelines and standards. Collaborate with
stakeholders to establish realistic service level targets and continuously
assess and improve service delivery processes. Ensure compliance to relevant standards
IITL and security standards (i.e. CIS, CE+) to ensure that we control, report,
and adequately measure and proactively handle any risks the business faces.
Understanding of Incident, Problem and Change Management within the ITIL
framework.
6.
Vendor
Management: Collaborate with
vendors and third-party service providers to procure necessary hardware,
software, and technical services. Evaluate vendor performance, negotiate
contracts, and ensure that vendors comply with established service agreements
and deliverables.
7.
Technology
Planning and Implementation: Develop and execute strategic plans for the adoption and integration of
new technologies. Assess the organisation's IT needs, recommend appropriate
solutions, and oversee the implementation of technology projects to meet
business objectives. Ability to
assist with the creation of system design, functional specifications and
operations for workspace projects and solutions.
8.
Documentation
and Reporting: Maintain
comprehensive documentation of technical processes, procedures, and system
configurations. Generate regular reports on service performance, incident
trends, and system updates to keep stakeholders informed and enable data driven
decision making. Author technical documentation for new solutions or changes in
configuration required to adhere to updated security standards that is
structured and relevant to the audience.
Job description
Job responsibilities
This non-exclusive list of duties, which follows, represents
the range of tasks which may be required to be undertaken routinely or
periodically.
1. Reporting to the CIO : Provide strong leadership to the
technical services team, fostering a collaborative and high performing work
environment. Delegate tasks effectively, set clear objectives, and provide
guidance and support to team members. As an effective and highly capable team
member, you will self-manage your workload and proactively pick up requests and
other work through the ITSM tool. You will mentor and develop team members,
ensuring continuous skill knowledge development and assist with recruitment and
training.
2.
Technical
Service Delivery: Ensure the
efficient delivery of technical services, including troubleshooting, system
maintenance and support. Develop and implement strategies to improve service
efficiency and quality while adhering to industry best practices and standards.
Implement solutions which drive automation to help reduce time spent by
support teams and in turn, free up time to innovate and drive service
improvement. Application packaging and deployment using standard Microsoft
toolset. You will be experienced in developing PowerShell based automations.
3.
System
Infrastructure Management: Oversee the
management and maintenance of the organisation's IT infrastructure, including
networks, servers, and security systems. Implement proactive measures to ensure
the security, reliability, and scalability of our IT infrastructure. Manage,
support, maintain and help implement Microsoft Server Azure Infrastructure and
Fortinet Network.
4.
Incident and
Problem Management: Lead on the
resolution of critical incidents and complex technical issues, acting as an
escalation point for the technical services team. Develop and implement
effective problem-solving strategies to minimise system downtime and ensure
timely issue resolution.
5.
Service
Level Agreement (SLA) Compliance: Monitor and enforce adherence to SLAs, ensuring that technical
services are delivered within agreed timelines and standards. Collaborate with
stakeholders to establish realistic service level targets and continuously
assess and improve service delivery processes. Ensure compliance to relevant standards
IITL and security standards (i.e. CIS, CE+) to ensure that we control, report,
and adequately measure and proactively handle any risks the business faces.
Understanding of Incident, Problem and Change Management within the ITIL
framework.
6.
Vendor
Management: Collaborate with
vendors and third-party service providers to procure necessary hardware,
software, and technical services. Evaluate vendor performance, negotiate
contracts, and ensure that vendors comply with established service agreements
and deliverables.
7.
Technology
Planning and Implementation: Develop and execute strategic plans for the adoption and integration of
new technologies. Assess the organisation's IT needs, recommend appropriate
solutions, and oversee the implementation of technology projects to meet
business objectives. Ability to
assist with the creation of system design, functional specifications and
operations for workspace projects and solutions.
8.
Documentation
and Reporting: Maintain
comprehensive documentation of technical processes, procedures, and system
configurations. Generate regular reports on service performance, incident
trends, and system updates to keep stakeholders informed and enable data driven
decision making. Author technical documentation for new solutions or changes in
configuration required to adhere to updated security standards that is
structured and relevant to the audience.
Person Specification
Experience
Essential
- Proven experience in a technical management role, demonstrating strong managerial and problem-solving skills, keen willingness to mentor others in the technologies within your filed of expertise
- Understanding of Cloud Services with a particular focus om Azuree Microsoft 365, coupled with and experience of traditional hosted technologies
- Extensive knowledge of IT service management with working knowledge of incident, problem and change management with ITIL framework
-
- Familiarity with ITIL for IT service management, with working knowledge of incidents, problem and change management within ITIL framework
- Proficiency in project management and implementation of IT solutions Ability to assist with the creation of system design, functional specifications and operations for workspace projects and solutions
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior management.
Desirable
- Understanding of NHS Digital Frameworks/Support Services.
Qualifications
Essential
- Degree in Computer science, Information technology or a related field experience
- Relevant certifications such as ITIL, Microsoft, Cloud Computing, Azure experience
Person Specification
Experience
Essential
- Proven experience in a technical management role, demonstrating strong managerial and problem-solving skills, keen willingness to mentor others in the technologies within your filed of expertise
- Understanding of Cloud Services with a particular focus om Azuree Microsoft 365, coupled with and experience of traditional hosted technologies
- Extensive knowledge of IT service management with working knowledge of incident, problem and change management with ITIL framework
-
- Familiarity with ITIL for IT service management, with working knowledge of incidents, problem and change management within ITIL framework
- Proficiency in project management and implementation of IT solutions Ability to assist with the creation of system design, functional specifications and operations for workspace projects and solutions
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior management.
Desirable
- Understanding of NHS Digital Frameworks/Support Services.
Qualifications
Essential
- Degree in Computer science, Information technology or a related field experience
- Relevant certifications such as ITIL, Microsoft, Cloud Computing, Azure experience
Additional information
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
