Detailed job description and main responsibilities

          The post holder will be required to physically configure and install infrastructure components, this will include cabling and patching.

The post holder will be responsible for maintaining the Group’s Server / Client management platform and base image.

The post holder will be responsible for maintaining & developing the Group’s Virtual Desktop Infrastructure (VDI).

The post holder will be responsible for managing Avaya / Extreme networks and Cisco technologies, include on-premises, remote and cloud services.        

The post holder will be responsible for ensuring that daily backups are completed and ensure the validity of those backups in accordance with policy and procedure.

The post holder will be responsible for ensuring that the Group’s data centres (on-site and remote) are run at optimum performance level to deliver the Group’s requirements and maintained to a high level so that the environment remains secure, robust, and effective.

The post holder will contribute to technical discussions for architectural configuration, security, and infrastructure to ensure best practice solutions for the Group are in place, fit for purpose for the Group.

The post holder will contribute to technically complex ICT projects utilising Agile methodologies and working with the project team to collectively delivery the department’s agreed projects. The post holder will take responsibility for the technical aspects of all major infrastructure initiatives and programmes.

The post holder will be work closely with the Infrastructure Manager to ensure that support and maintenance, security controls, documentation for all infrastructure elements, are in place and ensuring that they are monitored and kept up to date.

Participate in a rota for your team to ensure that the Service Desk has the 3^rd line team available during the agreed hours, and that there is a 3^rd line on-call service available to the Group. 

Resolve 3^rd 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.

Ensure that calls are prioritised in accordance with SLA’s and departmental OLA’s for Incidents, Service Requests and RFC’s.  Act as an escalation point for 3^rd line Infrastructure team related calls.

Responsible for logging of faults/warranty claims with system and hardware support vendors.

The post holder will work closely with the Infrastructure Manager to ensure that all risks and issues relating to ICT infrastructure are fully documented, risk assessments undertaken and recorded on the Group’s risk management systems as well as the departmental risk register.

Management and Leadership

Proactively and positively contribute to the ICT leadership team by taking part in appropriate planning & development and providing digital services & solutions 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.

Ensure best practice in managing staff is adopted and maintained, including regular performance appraisal, effective two-way communication, and implementation of processes to ensure personnel work in a responsible, safe manner and have due regard for health & safety regulations.

Contribute to 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 Manager 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 to the delivery of ICT Infrastructure technical and infrastructure services to the Group.  

Ensure that progressive solutions, which consider models of best practice, are incorporated into service plans.

Manage own team and their budgets and relevant project / capital budgets ensuring excellent financial control and forward planning.

Review service needs with users and other stakeholders. Evaluate and continuously improve performance and ensure all service KPIs are met or exceeded. Resolve complex service issues and conflicting priorities. Work within available resource to achieve optimum performance.  

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. 

Ensure that all digital systems & services that are managed by the ICT Infrastructure team have an appropriate degree of robustness, and disaster recovery plans in line with agreed priorities based upon likelihood and impact.

The post holder will be responsible for ensuring that all infrastructure changes are processed through the change management process.

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.

Contribute to ensure that the Infrastructure team has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.

Ensure that a full and current inventory of all IT assets is maintained and utilised appropriately.

Work closely with the Infrastructure Manager to ensure the security of ICT assets (physical and data). Identify and evaluate risks, formulate plans / contingencies to mitigate risks, and agree plans with stakeholders.

Ensure that appropriate disaster recovery and business continuity procedures are in place for critical systems within the responsibility of the Infrastructure team and that disaster recovery testing is performed in line with scheduled plans.