Job responsibilities
General Management
Analyses, investigates and resolves complex infrastructure hardware and software problems. Areas include:
o Server and PC Hardware problems to component level.
o Server Operating System and Infrastructure Server Applications configuration issues.
o Software configuration, compatibility and interaction issues.
o Server and Network communication problems.
o Perform regular examination of Server and network event logs for example, errors, unusual trends and provide appropriate corrective measures for any issues reported.
Ensure that work undertaken does not adversely impact the availability of business-critical systems.
Analyse user requirements and ensure appropriate subsequent hardware, software configuration and training, meets or exceeds expectations.
Be aware of the limits of ones own and team knowledge, skills and abilities.
Assess the security impact and implications of incidents and report to Line Manager accordingly.
Plan specialist infrastructure projects, for example storage, virtualisation etc, which may impact on Digital and non-Digital areas.
Plan and implement new infrastructure systems as instructed by the Head of IT Infrastructure or Deputy Head.
Provide specialist advice and ensure training and supporting documentation is cascaded to team members.
Attend Project meetings and provide expert technical advice on Digital Projects as required by the Head of Infrastructure or Deputy Head of Infrastructure.
Escalate or delegate support issues as appropriate.
Ensure that scheduled work is completed within timescales to agreed quality standards and in line with departmental procedures.
Plan and test disaster recovery for all business-critical systems supported by the Infrastructure Team in line with Standard Operating Procedures.
Co-ordinate the installation and commissioning of enhancements such as new services, computer system upgrades, etc.
Responsible for the technical planning, development, review, update and upgrade of new IT infrastructure systems to meet user requirements.
Accurately enter information gathered from service desk calls onto the IT service desk system. Update and escalate calls in accordance with departmental guidelines.
Create, update and maintain records on the IT asset database, which holds an inventory of the Trusts computer hardware and software.
Create and Maintain User accounts for the Org domain and ensure appropriate rights to Infrastructure Systems are maintained in accordance with permissions granted by Directorate Managers.
Responsible for creation and maintenance of IT checklists for infrastructure equipment in line with SOPs. Provide exception reports to Line Manager.
Responsible for backups and rotation of backup media off site.
Create reports on infrastructure systems as directed by the Head of IT Infrastructure or Deputy Head, both ad-hoc and agreed Key Performance Indicators (KPIs).
Communication
Communicates a range of infrastructure technical issues e.g., server hardware/software, Citrix, SAN, VMWare to management, staff, suppliers, and service providers.
Presents issues and solutions to complex infrastructure problems.
Communicates complex infrastructure server and client information to peers within infrastructure, network, and service desk teams.
Provide telephone IT support to staff at all levels within the Trust, organisations covered by Service Level Agreements and staff members of other NHS Bodies.
Negotiate priorities on Infrastructure projects, outstanding work, service development and training with Head of IT Infrastructure or Deputy Head as well as non-Digital service managers.
Provide coaching and training for the infrastructure team.
Provides technical advice to the Head of IT Infrastructure and Deputy Head.
Actively participate in staff team meetings, and if required to lead such meetings.
Liaise with NHS organisations and third parties as necessary.
Liaise with all users of IT throughout the Trust, external suppliers, and support services.
Management of services, resources and policy
Ensure all infrastructure systems are managed in accordance with Systems Operating Procedures (SOPs) and Secure System Policies (SSPs).
Propose changes to improve the existing functionality and introduce new technologies for infrastructure systems. Provide full benefits of such technology/change to the Head of IT Infrastructure on Trust wide and IM&T systems.
Develop and deliver training programmes for the infrastructure support team as directed by the Head of IT Infrastructure or Deputy Head.
Ensure training is provided for enhanced and new systems introduced by the infrastructure team.
Produce support documentation and policies for new systems to ensure operational handover from the project phase.
Provide a post project quality assurance check and liaise with necessary Directorate staff on any issues.
Technical representative on IT and telecommunications projects as required by the Head of IT Infrastructure or Deputy Head
Responsible for the proper safe use of IT equipment whilst administering/repairing/upgrading in line with relevant health and safety policies.
Responsible for installing, maintaining, and upgrading of IT equipment in line with departmental procedures.
Develop safe procedures for the maintenance of expensive IT equipment and software managed by the infrastructure support team.
Specify and recommend infrastructure hardware and software for purchase as directed by the Head of IT infrastructure or Deputy Head
Obtain authorisation for the repair and purchase of new expensive IT equipment and software managed by the infrastructure support team.
Ensure third parties maintain infrastructure systems in line with Service Level Agreements (SLAs).
Produce reports to the Head of IT Infrastructure or Deputy Head indicating refresh requirements for infrastructure equipment.
Research & Development / Service & Quality Improvements
Undertake testing of Server Hardware and Infrastructure applications as directed by the Head of IT Infrastructure or Deputy Head.
Regularly tests configuration and upgrade changes.
Responsibility for Human Resources
Day to day co-ordination and allocation of work to the IT infrastructure team.
Support the Head of IT Infrastructure and Deputy Head to ensure sickness and absence for IT infrastructure staff is managed in line with Trust policy.
Assist the Head of IT Infrastructure and Deputy Head in managing IT Infrastructure staff including recruitment, appraisal and development.
Coach staff in the effective use of IT Infrastructure systems.
Produce Training material and provide training on a range of IT Infrastructure Systems to IT staff within the department and other key users.
Participate in the recruitment process of junior staff as required by the Head of IT Infrastructure or Deputy Head.
Risk Management & Health & Safety
Be responsible for the health and safety of staff and identify and report on hazards /incidents within the workplace.
Continuing Professional Development
Develop a personal development plan annually as part of the Personal Development Review process.
Keep skills up to date and relevant in order to carry out appropriate tasks in the areas of project management, informatics and desktop applications.
Use available resources (Intranet, internet, reading materials, conferences) to keep abreast of IT developments and look for opportunities to use these developments.
Participate in the Directorates Senior Forum workshops and the Trusts Directorate Development Programme.
Ensure continuation of personal development through appropriate formal training as and when necessary.
Keep up to date with legislation in relation to data protection, Caldicott principles, confidentiality, Human Rights Act, Freedom of Information Act etc and the latest E-policies.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
