Lead Infrastructure Engineer

Job description

Job responsibilities

Main Duties

• The post holder will be a member for the Groups technical support function that provides 3rd line technical support and consultancy. Additionally, the post holder is responsible for contributing to the optimum and cost-effective use of the Groups ICT systems including managing capacity, proactively monitoring error conditions and alerts, and ensuring that all the policies and procedures relating to security and best practice are adhered to.
• Participate in a rota for your team to ensure that the Service Desk has the 3rd line team available during the agreed hours, and that there is a 3rd line on-call service available to the Group.
• The post holder will be responsible for analysing, investigating, and resolving complex ICT queries and issues/problems e.g., interpreting system errors and identifying an appropriate solution from a range of options; research complex ICT faults via reference material (e.g., technical websites or documentation).
• The post holder will maintain computer systems, user accounts, computer hardware, inputting and manipulating data, information in computer databases; use of fine tools when working on ICT hardware.
• The post holder will be responsible for confirming that daily backups are completed and ensure the validity of those backups in accordance with policy and procedure.
• The post holder will contribute to ensuring that the Groups data centres (on-site and remote) are run at optimum performance level to deliver the Groups requirements and maintained to a high level so that the environment remains secure, robust, and effective.
• The post holder will identify and contribute to infrastructure-based Problem Management in line with Information Technology Infrastructure Library (ITIL) principles.
• The post holder will work closely with the Infrastructure Specialists to ensure that the infrastructure has the capacity to cope and deliver services to the Group and that there is sufficient capacity for anticipated growth.
• The post holder will contribute to developing, testing, and improving the performance of the ICT infrastructure Business Continuity (BC) plans, ICT Disaster Recovery (DR) plans, systems, and processes.
• Ensuring that standard changes are documented and have annually updated communication plans attached and that change schedules are pre-approved at CAB as appropriate annually.
• Ensure that all emergency changes relating to ICT infrastructure are presented at either an emergency convening of CAB where appropriate or as a retrospective change request at a scheduled CAB meeting.
• Report back on successful, deferred, or failed changes to CAB.
• Ensuring that ICT infrastructure Configuration Management Data Base (CMDB) is kept accurate and up to date throughout the asset life cycle and ensure that all capital assets are recorded on the Capital Asset Register.
• Ensure that the ICT Service Catalogue and other ICT infrastructure configuration documentation, procedures and processes are kept up to date with regular reviews.
• Ensure that the Infrastructure team maintains a high standard with regards to the efficient and effective resolution of faults and customer feedback are addressed as a matter of priority.
• Adhere and work to the ICT Incident Management Processes for resolving Incidents that are escalated to 3rd Line / Infrastructure team for advice/action. Ensuring that the Incident Management System is used effectively to ensure all details of actions and contact are recorded appropriately.
• Resolve 3rd Line infrastructure problems and queries which have been escalated by the Service Desk or other Digital Departmental Teams through analysis and use of their specialist knowledge, expertise, and experience. This will include, but is not limited to, technical systems problems, server security, network security issues, complex application issues, and the interpretation of user requirements to effectively implement solutions.
• Monitor, respond and action Service Call Queues for the Infrastructure team efficiently and effectively as a part of daily operations.
• Ensure that calls are prioritised in accordance with SLAs and departmental OLAs for Incidents, Service Requests and RFCs. Act as an escalation point for 3rd line Infrastructure team related calls.
• Logging of faults/warranty claims with system and hardware support vendors.
• The post holder will work closely with the Infrastructure Specialists to ensuring that the Group has active maintenance support contracts in place for key infrastructure and that 3rd party contracts are managed effectively, and regular service reviews are undertaken.
• Provide expert advice to the Group on ICT infrastructure.
• The post holder will work closely with the Infrastructure Specialists to ensure that all risks and issues relating to ICT infrastructure are fully documented, risk assessments undertaken and recorded on the Groups risk management systems as well as the departmental risk register.
• The post holder will contribute to the allocation of IP Subnets, Virtual Local Area Networks (VLANS) and network fabric throughout the Groups LAN.
• The post holder will be responsible for ensuring that all infrastructure elements have appropriate patch and software management applied to them.
• To work with the Cyber Security team to resolve identified issues or high severity CareCert notifications.
• The post holder will be responsible for ensuring the safe use of expensive ICT equipment by them and other members of the department and Trust.
• The post holder will contribute to scheduled infrastructure checks and ensure that they are recorded centrally.
• The post holder will be required to physically configure and install infrastructure components, this will include cabling and patching.
• The post holder will contribute to maintaining the Groups Server / Client management platform and base image.
• The post holder will contribute to maintaining & developing the Groups Virtual Desktop Infrastructure (VDI).

Management and Leadership

• Work closely with the Clinical Systems team and Digital Transformation and Innovation team on upgrades and policies/procedures.
• Contribute to the development and implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
• Support individuals and teams that are highly skilled, effective, engaged and highly motivated.
• Have awareness of the financial performance of Infrastructure Team, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements.
• Deputise for the Infrastructure Specialists as necessary and where appropriate.

Technical Service Delivery

• The post holder will have a broad understanding of ICT and specialist knowledge in several key technologies such as servers, storage, networks, security and cloud.
• The post holder will be responsible for expensive ICT equipment and contributing to the configuration, testing, software, repair, and maintenance.
• Contribution of the delivery of a component of the technical and infrastructure services to the Group.
• Ensure that progressive solutions, which consider models of best practice, are incorporated into service plans.
• Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.

Performance

• Contribute to the delivery of performance standards for the ICT Infrastructure team, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
• Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Infrastructure team to provide efficient and optimised digital services.
• Work with the Hardware and Software Asset Analyst to ensure that software licence usage is managed within authorised limits, and that regular compliance auditing is undertaken to assure that the Group does not breach contractual or legal obligations.

Advice, guidance, and partnerships

• Provide technical and professional assistance regarding the Groups ICT infrastructure.
• Represent the Digital portfolio at local levels, developing partnerships, sharing best practice, and integrating knowledge across the Group.
• Represent the Group, where appropriate, in dealings with partner organisations and outside bodies on ICT Infrastructure and technical issues.
• Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally.
• Forming constructive relationships with suppliers to optimise the delivery of solutions and maximise the Groups influence on the future direction of the suppliers products.

• Please see the detailed attached job description and person specification for more information

Person Specification

Education, Training & Qualifications

Essential

• Educated to postgraduate degree level or equivalent level or equivalent experience delivering Digital services

Desirable

• Azure Cloud Certified Administrator or equivalent experience
• MCSE: Microsoft Certified Solutions Expert or equivalent experience
• VMWare Certified Professional or equivalent experience
• ITIL v.2/v.3 Qualification
• Cisco Certified Network Associate (CCNA) or equivalent experience
• CCNA Security or equivalent experience
• Sufficient knowledge of the provision of health services
• Agile delivery qualification e.g. ScrumMaster, AgilePM

Knowledge & Experience

Essential

• Evidence of continuing professional development
• Good technical background with proven ability to provide 3rd line support in an ICT support environment
• Knowledge of wired and wireless network installation, configuration, and management
• Experience of delivering ICT Infrastructure, preferably in the public sector
• Experience in building and managing ICT service delivery functions (preferably in an NHS environment)
• Proven professional experience providing technical support for ICT infrastructure
• Experience in contributing to the success of a multi-disciplinary team as effective team member
• Sufficient knowledge of NHS/Government policies, strategies, and organisational relationships in relation to ICT infrastructure and be able to be able to advise stakeholders and develop proposals for the ICT infrastructure
• Knowledge & experience of a variety of technology platforms (e.g. server virtualisation, datacentres, desktop virtualisation, client-server architecture, data networking, TCP/IP & internet, cloud services & solutions, messaging, Storage Area Networks, security and mobility)
• Experience of contributing to the development of policies and procedures
• Experience of working within multi-disciplinary teams
• Experience of contributing to the implementation of change

Desirable

• Knowledge of Cloud and on-premises security standards
• Technical Specialist knowledge in data centre infrastructure
• Experience of managing enterprise class platforms such as Azure, Active Directory, DNS, DHCP, WSUS, System Centre, Citrix, VMware and Veeam
• Experience of working within the agile methodology

Skills

Essential

• Effective verbal and written communication and presentation skills suitable for a range of audiences
• Able to clearly manage priorities for self and contribute to those of team in order to meet targets
• Ability to perform well under pressure and manage unpredictable workload with conflicting priorities
• Quality focused with an innovative approach and ability to solve complex problems
• Accurate and advanced keyboard skills

Key Competencies/ Personal Qualities & Attributes

Essential

• Passionate and committed to bring our Dedicated to Excellence values to life, improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
• Aligned to the Group's values of Compassion, Accountability, Respect, Integrity and Courage
• Highly motivated, hard-working, self-confident, robust and resilient individual with drive and determination to deliver
• Able to establish credibility
• Able to perform confidently in stressful situations
• Honesty and professional integrity
• Commitment to personal development and development of staff
• Can constructively challenge and effectively manage conflict to reach a positive conclusion
• Passionate commitment to embedding diversity and equality internally and externally
• Ability to travel to the Northampton Hospital site and to other sites across the Group
• Ability to participate in an On-Call rota

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Northampton General Hospital

Address

Northampton General Hospital

Cliftonville Road

Northampton

NN1 5BD

Employer's website

https://www.northamptongeneral.nhs.uk/Home.aspx (Opens in a new tab)