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Detailed job description and main responsibilities

TECHNICAL SUPPORT

To lead both teams of Systems Engineers, and Principal Engineers, who are responsible for the coordination of design, development, support, maintenance, and ongoing improvement of the systems infrastructure. Ensuring that all services and processes are efficient, effective, and meet defined and agreed service levels.

To analyse, investigate and resolve highly complex queries, problems and requirements of the computer server system infrastructure, often where there is no precedent, liaising with the Systems Operations Lead, Systems Infrastructure Lead, and Principal Systems Engineers where appropriate. 

Ensure problems are dealt with appropriately and within Service Level Agreement timescales. To advise and assist the Systems Operations and System Infrastructure Leads with D&Is Problem Management function.

Produce regular reports for the Head of Technical Services, Heads of Department, and the Chief Information Officer when necessary. Review and produce metrics for trends which may indicate emergent problems, aid in capacity planning and provide cost savings.

 Provide detailed evidence for the ITSAT and DSPT audits.

Registered System Manager for all Systems related tools and information systems such as Virtual Infrastructure, Active Directory, Commvault, and Storage. Ensure these systems are kept up to date and fit for purpose and maintaining an up-to-date System Level Security Policy (SLSP).  Please note that this list is not exhaustive and will change as other systems come online.

To support and assist the other D&I Section Managers with testing, improving, repairing, and maintaining of the IT estate, ensuring that equipment, operating systems and software/firmware are at the correct revision level, completing Change Management Requests where necessary. 

Required to liaise with our contracted suppliers to ensure that they are providing the required technical solutions and assist suppliers with operating system, database, and application upgrades. 

Positioning technology as an enabler of business strategy, driving efficiency. Undertakes regular capacity planning reviews and evaluating emerging technologies and recommending solutions to improve the infrastructure.

To ensure the maximum availability of the computer server system infrastructure including Disaster Recovery planning and implementation, involving out of hours work where necessary.

Sit on project boards for ongoing support of the systems infrastructure.

Review OBS responses from vendors to ensure the requirements can be met and do not present a technical risk. 

Responsible for the definitive list of items that provide assurance on data and voice warranty for all OBS documentation.

PLANNING SUPPORT     

Communicates / trains / presents a range of D&I issues which can be complex and multistranded. Negotiates priorities on IT developments with non-D&I managers, ensuring clinical business continuity where possible.

Plans, in conjunction with the Systems team leads and Principal Engineers when appropriate, projects which impact across the department & organisation, delivery of D&I services for own area; contributes to medium term D&I strategy.

Makes judgements on multi-stranded or complex IM&T problems which may have no precedent or where there are conflicting opinions.

Responsible for the installation or repair and maintenance of IM&T equipment. Ensure any infrastructure technologies replacements meet the Trust’s warranted environment standard and have an appropriate lifespan. 

To input into Disaster Recovery planning and implementation, involving out of hours work where necessary.

Ensure process workflows and procedures are reviewed and updated where appropriate and identify where change and process improvement could be introduced.

Holds the Systems team leads and Principal Engineer’s execution and on-time delivery of pre-agreed projects to account.

Identify areas of operational risk and implement sound controls to ensure that risks are managed effectively in the day-to-day running of the Systems Infrastructure function. Reporting of risks and their monitoring and management to the Head of Technical Services.

Represent the interests of the Systems Ops and Infrastructure teams at meetings with stakeholders at all levels, when required and in the absence of the Head of Technical Services.

HUMAN RESOURCES 

Departmental line manager for technical staff. Dels with performance and disciplinary issues.

Day-to-day people management of the team leads and Principal Engineers, including resource allocation, regular support, distribution of tasks and projects, attendance management, training, and development.

Contribution to the performance evaluation of team members, including appraisals, development, and regular 1-1’s.

Contribute to cross-team departmental strategy, planning, and awareness.

Identifying and plugging skills gaps within the team in order to keep skills up to date for the team to be able to continue to carry out appropriate tasks in the areas of IT support activities. Working with the Head of Technical Services and D&I Business function to both appropriately fill and finance the Systems teams. This includes full time staff and contractors.

Develop a personal development plan annually as part of the personal development review process and continuation of such through appropriate formal training as and when necessary.

Support management to ensure the function is fully cross-trained, ensuring that the Systems Infrastructure and Systems Operations teams have adequate supervision and support.

Escalate any performance issues, concerns, or problems which negatively impact the Systems Infrastructure Team to the Head of Technical Services.

Interprets technical / professional / administrative D&I policies, and be able to advise the organisation how these should be interpreted.

Ensures robust management of errors in spirit of being “Open, Honest and Transparent”.

COMMUNICATIONS & WORKING RELATIONSHIPS

Provide and receive highly complex, sensitive information.

Maintain effective working relationships with key stakeholders

Communicates complex multi-stranded D&I and corporate issues to non-D&I managers; negotiates with external organisations and suppliers over service issues.

Expected to communicate with a broad range of people, for example:

D&I & non D&I Managers

Users - covers all Health Community staff and the general public

Various staff in other NHS Trusts and related organisations such as Universities, Councils, MoD etc.

General Practitioners, Strategic Health Authority and other health organisations in South & West Devon

Commercial ICT server system Consultants, Suppliers, Installation and Maintenance Engineers.

STRATEGY

Implements D&I policies and procedures in own area.

Propose policy or service changes, which may have an impact beyond, own area.

Proposes changes to and redesigns to local D&I policies and procedures, which have an impact in other areas.

Input into relevant initiatives and strategies.

Assist Head of Technical Services with business planning for capital and revenue expenditure by suggesting appropriate products and technologies, highlighting any potential cost pressures.

Reviews on-going contracts, products, tools and licensing to ensure they remain fit for purpose and financially viable, ensuring the Head of Technical Services is made aware of any additional finances required to maintain, renew or replace such products - well in advance of any funds being required.

Assist the D&I Chief Technology Officer, Head of Technical Services Manager, Systems Manager and EUC Manager in the development of the ICT Infrastructure strategy for the Plymouth Health Community including the testing of new technologies.

A core member of the D&I Service Management & Improvement Team.