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Detailed job description and main responsibilities

Infrastructure Management and Monitoring

To have responsibility for daily infrastructure support and maintenance tasks. To diagnose and resolve complex infrastructure problems for the ICO. 

To provide specialist maintenance, development and testing services for operational IT  Infrastructure services for the ICO’s and other external customers.

To implement, test and maintain protocols and procedures to provide effective security and resilience of the ICO’s Infrastructure services in line with relevant legislation, policies and procedures. 

To provide specialist monitoring, support, maintenance and security developments of the LAN, WAN, Wi-Fi, VMware server infrastructure, VMware desktop infrastructure, HP servers and storage. These types of services identified are not exhaustive and will change as the ICO requires. 

To analyse data produced by the systems and produce management performance and capacity reports detailing options and recommendations to improve service efficiency and present these to the IT Services management team.

To effectively record and maintain procedures, guidance notes, schedules and contracts for the ICO and its customer systems and users.

To monitor and maintain up-to-date information systems records and provide regular Infrastructure statistical information.

To support telephony and agile working schemes for the ICO’s and their interoperability with partners and 3rd parties. 

To research and maintain an up to date awareness of technologies and future technologies to enable participation and advise on the benefits of using such technologies as a change enabler in order to influence long-term developments.

Design, implement and support systems/infrastructure which meets security standards and are resilient in the event of disaster.

To implement and support Communications/Telephony for the ICO including research around new technology solutions (e.g. agile, VOIP and interactive devices) as these become available.

To analyse and interpret users requests in order to create appropriate work plans and effectively carry them out.

Where appropriate reconfigure the existing hardware and software in line with the ICO’s standards.

Develop procedures and protocols for the Tier 1 and Tier 2 teams to allow them to more effectively manage their tasks and duties.

Any other duties as required by the IT Technical Services Manager or IT Services Management Team, which are consistent with the post. 

Communication 
To advise users on the functions and effective use of the ICO’s infrastructure hardware and software. 

To liaise with ICO staff at senior management and operational levels on complex infrastructure issues. Providing explanations and reports of technical issues in non-technical language.

To liaise with external contractors, suppliers and other organisations.

To provide training to users across the ICO on infrastructure support systems as required.

To provide infrastructure training and support to all the IT support staff in the IT Services Department.

To work effectively with all sections of the Informatics function particularly the Technical Support Teams to provide a range of services as follows:-

Assistance in the drawing up of information/operational specifications.

Assistance in reviewing the provision of ICT solutions.

Maximisation of existing ICO software resources utilising detailed knowledge of the software and an understanding of user requirements.
Provision of out of hours on-call services covering all IT technical issues