Senior Engineer - Infrastructure Operations

Job description

Job responsibilities

A senior infrastructure operations engineer acts as third-line support for incidents, problems and changes to solutions and services. We estimate 75% of your time will be spent on operational activities, and 25% of your time supporting technical activities in project / programme delivery.At this role level, you will:

• provide specialist technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement
• be responsible for preparations and support of IT operations solutions and services - physical or virtual - according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle
• coach, supervise and train other members of your team
• assist in the provision of first class services and consistent levels of capability, as required by the organisation

Skills needed for this role

Asset and configuration management

• Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
• Verify the location and state of assets, and support the full IT asset management lifecycle (from request through to retirement)

Availability and capacity management

• Manage service components to ensure they meet business needs and performance targets

Change management

• Analyse and assess impact, and develop and document change requests
• Implement complex changes based on requests for change and apply change control procedures

Coding and scripting

• Practical use of scripting tools and software that are available to support service delivery

Continual service improvement

• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Manage process improvements for your own area
• Spot or identify obvious deficiencies

Financial management

• Responsible for the proper and safe use of IT equipment by users, including expensive IT equipment and software
• Support the purchase of software, hardware and services relating to the delivery of projects and the transition into IT Operations

Incident management

• Identify and register incidents, gathering the required information and allocating it to the appropriate channel
• Diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

• Own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

• Initiate and monitor actions to investigate patterns and trends to resolve problems
• Effectively consult specialists where required
• Determine the appropriate remedy and assist with its implementation
• Determine preventative measures

Service reporting

• Ensure the service management platform is up-to-date at all times with Customer Service activities
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set

Service management framework knowledge

• Show an in-depth understanding of service management framework principles and processes
• Apply technical knowledge in project or programme activities

Service focus

• Take inputs and establish coherent frameworks that work

Technical specialism

• Demonstrate experience and knowledge more than one of the subject matter areas outlined in the job description, including (but not limited to):
  • Server architecture
  • Virtualisation technologies
  • Datacentre operations
  • Cloud operations
  • Domain directory services
  • Data storage and management
  • Device management
  • Information security management and cyber security
  • Database administration services
  • Network operations (wired/wireless/mobile)
  • Business continuity management and disaster recovery planning

• Use management system software and tools
• Use logical schemata to investigate problems, collect performance statistics and create reports
• Carry out the routine configuration, installation and reconfiguration of database and related products
• Optimise performance and forecast resource needs

Technical understanding

• Understand the core technical concepts related to the role, and apply them with guidance

Testing

• Review business requirements and specifications, and define test conditions
• Identify issues and risks associated with work
• Analyse and report test activities and results

User focus

• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

Other Duties:

• Participate in the on-call service
• Occasional work may be required outside of core business hours to support major projects / programmes
• All other reasonable requests

Person Specification

Education / Qualifications

Essential

• Degree, or equivalent relevant level of experience with additional specialist knowledge
• Relevant specialist technical qualification or equivalent experience
• Service management qualification or equivalent experience (example: ITIL)

Desirable

• Relevant management / leadership qualification or equivalent experience
• Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)

Experience

Essential

• Experience of leading user/customer-centric teams and delivering on continuous service improvement initiatives
• Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
• Experience of solving complex problems for users through the use of technology requiring analysis, interpretation and a comparison of a range of options
• Experience managing core infrastructure technologies - both on-premise and Cloud
• Experience of supporting the transition of products from Delivery into Live Service

Desirable

• Supervision and allocation of work in own team, including coaching, knowledge transfer and training of more junior or less experienced members of the team
• Management of financial budgets for a team (pay, on-call, consumables)
• Experience of management products / services in healthcare (NHS)

Skills and knowledge

Essential

• Lead the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
• Lead service improvement and re-design initiatives, including policy implantation for own area, and proposing changes to policy and processes beyond own area
• Identify training needs and develop a professional development framework with your team
• Prioritisation of work - within the team and across the wider directorate
• Meet set targets or metrics for service
• Autonomous working and can delegate appropriately
• Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
• Strong technical knowledge and ability to keep ahead of digital and technology initiatives
• Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
• Systematic and methodical approach to problem solving

Personal qualities

Essential

• Relentless focus on user needs and experience
• Problem-solving mindset - focusing on improving outcomes
• Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
• Able to work well within a busy environment

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.

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

Moorfields Eye Hospital NHS Foundation Trust

162 City Road

London

EC1V 2PD

Employer's website

https://www.moorfields.nhs.uk/work-for-us (Opens in a new tab)