JOB DESCRIPTION. Senior Infrastructure Engineer. Infrastructure Manager SS752

Transcription

1 JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Department(s): Responsible to: Senior Infrastructure Engineer IM&T IT Operations and Infrastructure Infrastructure Manager Date this JD written/updated: 12/03/2010 Job Reference Number: SS JOB PURPOSE To provide specialist technical knowledge to ensure the delivery and development of a reliable and cost effective IT infrastructure under the direction of the Infrastructure Manager, which allows the NHS Borders employees to carry out their duties in a timely and efficient manner in delivering healthcare. To provide expert support and guidance to all IT users in NHS Borders, in the investigation and resolution of complex IT hardware, software and application issues as well providing advice on matters of IT policy and procedure. 3. ORGANISATIONAL POSITION

2 4. SCOPE AND RANGE The Infrastructure Management Team are responsible for managing corporate and departmental IT facilities in support of NHS Borders core clinical and non clinical data services, and Health Service delivery servicing 3000 direct users of IT technologies. This incorporates all information systems used by NHS Borders staff. The Infrastructure Management Team are responsible for the implementation, configuration, monitoring, management and security of the following IT systems: content and virus management systems Firewall security system (used to protect NHSB corporate network and internal IT systems from unauthorised access and denial of service attacks) Quality of Service (QoS), Internet bandwidth and Internet protocol management system (management of network bandwidth utilisation to internal and external IT systems e.g. Web access, National Payroll system) Remote access management Remote desktop and server management Citrix thin client technology support Blackberry GPRS wireless remote and Internet access system DNS/DHCP management Software distribution Development of PC images Environmental monitoring of server rooms across NHS Borders System and Data back up and restore technologies and facilities Local and Wide area data communication networks Operating System updates across the entire IT infrastructure Mobile device encryption Virtual computing environments Data Storage services (40 terabytes of data) The management of the IT systems requires management and support of Approx 2100 desktop and laptop computers Approx 160 servers Approx 1500 printers Approx 200 Blackberries The Infrastructure Management Team provides reports and metrics for infrastructure performance and usage for presentation to the Senior IT Services Manager, NHS Borders Management Board and other groups as required. The post holder will investigate, and implement resolution to, complex IT issues relating to servers, data networks and application software, communicating with the Infrastructure Manager and NHS Borders staff affected by such issues. The post holder is required to communicate effectively within IT Operations and Infrastructure, IM&T and all areas of NHS Borders, to provide expert technical knowledge to solve problems and support project implementations. The post holder will fully conversant in the uses, merits and demerits of potential I.T. solutions which are currently in general use in commerce and industry, to assist NHS Borders to take informed decisions about the development or procurement of new goods and services. The Post Holder will be responsible to the Infrastructure Manager.

3 5. MAIN DUTIES/RESPONSIBILITIES Senior Infrastructure Engineer 1. Implementation, configuration, management and security of all NHS Borders Information Systems incorporating Server, Local Area Network and Wide area Network infrastructure. Environmental monitoring of all Server Rooms, to ensure continuity of service. This includes approximately 200 clinical and non clinical software applications which NHS Borders is fully dependant on to deliver Health Services in the Borders. Failure of such systems could result in the withdrawal of health service provision. Provide reports and metrics regarding server and network performance and usage for IT and Senior Management. 2. Implementation, configuration, management of IT security systems including; Firewall system, Anti Virus system, content filtering, Internet proxy system and Mobile device encryption. 3. Implementation, configuration, management of the NHS Border backup systems and all NHS Borders IT Data Storage facilities. 4. Implementation, configuration, management and security of the corporate system and Blackberry enterprise server 5. Implementation, configuration, management and security of Virtual environments and Terminal services. 6. Implementation, configuration, management of the IT test environment to allow the full testing of new devices or systems to support the effective delivery of projects and services. 7. Installation and configuration of complex software applications and server operating systems including UNIX. Applying operating system and application updates to maintain security and ensure functionality. Plan and implement software upgrades to servers, system, network and desktop devices in concurrence with NHS Borders users to minimise disruption to health service delivery. 8. Perform comprehensive testing of software and hardware to assess its suitability for use within NHS Borders infrastructure. Detailed reporting of results in to assist in decision making regarding adoption for use. 9. Apply experience and knowledge, utilising specialised IT tools when appropriate, prioritise work within the Infrastructure management team allocating work to Infrastructure Engineers as necessary to ensure work targets are met. 10. Apply expert knowledge to resolve complex problems in response to user or system reported problems by adopting an analytical approach designed to identify the cause of any perceived problem, resolve it and avoid recurrence. 11. Provide specialist and expert technical advice to Infrastructure Engineers, other teams within IT Operations and Infrastructure and IT users across NHS Borders. Assist the Infrastructure Manager in providing advice, guidance and policies related to the IT infrastructure. 12. Deliver formal and informal training to colleagues in the use of complicated IT systems and provide support to them on an ongoing basis to assist with service improvement within IT. 13. Produce & maintain documentation relating to all areas of support covered by the Infrastructure management team

4 14. Ensure that policies and standards are adhered to during the implementation and subsequent support of IT systems. Contribute to the development of IT standards and procedures recognising the possible impact across the organisation. These policies and standards can affect all IT users in all departments across NHS Borders. 15. Deputise for the Infrastructure Manager in representing IT Operations and Infrastructure at designated committees and meetings both locally and nationally where required. 16. Liaise with internal/external groups and 3rd party suppliers for warranties and repairs. 17. Be fully conversant in the uses, merits and demerits of potential I.T. solutions which are currently in general use in commerce and industry, to assist NHS Borders to take informed decisions about the development or procurement of new goods and services. 18. Ensure that he/she operate under safe conditions and comply with safe working procedures in accordance with statutory regulations, Trust health & safety rules and department of Health guidance and directives. 19. Participate in the departments Out of Hours on call rota to support NHS Borders 24/7 critical data systems. 6. SYSTEMS AND EQUIPMENT The Post Holder will have a clear vision of how IT Services should support and improve health services. The Post Holder must understand and adhere to local IT Security Policy. The Post Holder must adhere to local policies regarding IT Assets. Equipment/Applications The Post Holder must be able to use all the following: Hardware and associated Operating Systems Server (high availability / business critical systems) Desktop (productivity systems) Laptop/PDA Hardware (mobile productivity systems) Networking Hardware (communication and collaboration infrastructure) Data Projectors (Audio / Visual systems) Printers (Desktop productivity equipment) Scanners (Desktop productivity equipment) External Data Storage devices (tape, disk, USB pen) Cisco switches (various models) Application Management interfaces for Microsoft Exchange Microsoft SCOM Microsoft SCCM Quest Active Role Server Blackberry Enterprise Server PGP Encryption Clearswift Mailsweeper Sophos Security Suite Commvault Enterprise Back Up VMWare virtualisation Citrix remote desktop services

5 Bloxx web content filtering Checkpoint Firewall Desktop PC Applications MS Office Applications MS Project MS Outlook Internet Explorer Service Management System for logging and Tracking, Calls, Change Requests, Asset information etc ITIL Service Management awareness 7. DECISIONS AND JUDGEMENTS General Line Management is with the Infrastructure Manager IT Services Group The Post Holders work derives from:- Infrastructure Manager Service Desk Infrastructure management tools Involvement in project work Objectives are identified with the Infrastructure Manager. The objectives and appropriate timescales are agreed; the post holder decides on how these are then achieved. The Post Holder can decide on the most suitable resolution when troubleshooting diverse, composite problems and incidents. The Post Holder can decide when external support is warranted to effect replacement or repair of faulty equipment. He/she will also decide when to request an onsite visit by external support technicians, and will coordinate activities while those technicians are on NHS Borders premises. The Post Holder can decide to take IT equipment temporarily out of service to effect repairs, coordinating these activities closely with service users. The Post Holder can make recommendations to service users about replacement of equipment which is no longer operationally viable, and identify the most appropriate alternative conforming to NHS Borders standards. The Post Holder can make decisions regarding the prioritising and escalation of jobs, based upon an assessment of the impact on service delivery that the problem is causing, allocating work to Infrastructure Engineers as required. The Post holder will assist in identifying where training of Infrastructure engineers is required. 8. COMMUNICATIONS AND RELATIONSHIPS With the Infrastructure Manager Direct reporting on both an informal and formal basis to the Infrastructure Manager

6 Internal to IM&T Direct reporting on both an informal and formal basis to IM&T management to update on systems status on a daily, weekly, monthly and quarterly basis as agreed with our customers. Member of Infrastructure Management Team, with joint team responsibility for the cohesive and cooperative performance of this team, providing technical advice and guidance to team members on a very regular basis (daily) Significant levels of communication with other teams within IT Operations and Infrastructure to ensure an efficient service. (daily) Direct liaison with the other IM&T functions to ensure that a coherent and integrated IM&T service is delivered to business needs and requirements (aligned with both internal and with external information and IM&T systems, mechanisms and industry practices). Frequency varies from weekly to daily. Regular meeting with Infrastructure Management Team covering technical issues and workload planning (weekly) Regular meetings with Head of IT Operations and Infrastructure and colleagues covering all staff matters. Monthly. Internal to NHS Borders As a Senior Infrastructure Engineer there will be high levels of communication with the IM&T customer community and all other areas of NHS Borders, including Heads of Departments, Practice Managers, General Practitioners, Consultants and Departmental Staff of Clinical and non Clinical functions. (daily) Outwith NHS Borders Direct liaison with External Contractor Services for new IT implementations and External NHS Borders IT Service Providers for specific hardware/system support. Direct liaising with IT Suppliers/Manufacturers regarding fault diagnosis and repair. Contacts vary from daily to weekly 9. PHYSICAL DEMANDS OF THE JOB Physical Effort Ability to use a computer on a daily basis utilising advanced keyboard skills, approximately 5-7 hrs per day on average Ability to drive will be required to undertake travel on an occasional basis to various sites and local meetings Ability to use a telephone call forwarding, answer machine, call waiting Mental Effort Ability to concentrate for long periods of time Ability to make rational decisions when resolving complex problems. Ability to negotiate with Service Desk customers for prioritisation of calls requests. Ability to prioritise calls assigned to the individual by the service desk. Investigating and resolving complex technical issues in contentious environments, in the context of the various IT service activities including ongoing support, project activities and preventative maintenance. Maintaining required technical expertise in a rapidly evolving field to ensure that clinical and non clinical systems are properly supported as the IT Infrastructure develops

7 Emotional Effort Ability to cope well with single point pressure. Demonstrated tolerance of different attitudes. Ability to cope with unexpected problems and take responsibility. Will take all necessary steps to achieve objectives. Working Conditions Standards office conditions with ongoing use of VDUs. Frequent use of mobile phones and electronic personal organisers 10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Investigating and resolving complex technical issues in contentious environments, in the context of the various IT service activities including ongoing support, project activities and preventative maintenance. Ability to communicate on multiple levels with customers, IM&T management and teams. Ability to negotiate with Service Desk customers for prioritisation of calls requests. Ability to prioritise calls assigned to the individual by the service desk. Maintaining required technical expertise in a rapidly evolving field to ensure that clinical and non clinical systems are properly supported as the IT Infrastructure develops. 11. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Demonstrate experience of working with Information Technology, with relevant experience directly involved in an IT frontline facing role. Educated to Degree level or equivalent professional qualification e.g. Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA) Demonstrate expert technical knowledge of the following systems/applications/hardware:- Desktop & Server equipment, covering fault diagnosis and repair Network communication protocols Networking / Communications equipment such as routers, switches, connectors Microsoft Exchange Microsoft SCOM Microsoft SCCM Quest Active Role Server Blackberry Enterprise Server Microsoft Office Network / Desktop printers, covering fault diagnosis and repair Windows Operating Systems UNIX Operating Systems Demonstrate in depth technical knowledge of the following applications (or equivalent alterative products) PGP Encryption Clearswift Mailsweeper Sophos Security Suite Commvault Enterprise Back Up VMWare virtualisation Citrix remote desktop services Bloxx web content filtering Checkpoint Firewall

8 Demonstrate experience of team working Demonstrate the ability to deliver to performance and team targets Demonstrate the ability to maintain high morale within a high pressure environment Experienced in customer interaction Commitment to achieving high quality customer service and support quality care Understanding of contribution of IM&T to patient care

9 PERSON SPECIFICATION For the post of Senior Infrastructure Engineer (IT Services) Below are the essential knowledge, training (including qualifications) and experience required to do this job. ESSENTIAL 1. Demonstrate experience of working with Information Technology, of which 5 years will have been directly involved in an IT frontline facing role. 2. Educated to Degree level or equivalent professional qualification e.g. Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA) 3. Demonstrate expert technical knowledge of the following systems/applications/hardware:- Desktop & Server equipment, covering fault diagnosis and repair Network communication protocols Microsoft Exchange Microsoft SCCM Blackberry Enterprise Server Microsoft Office Network / Desktop printers, covering fault diagnosis and repair Windows Operating Systems UNIX Operating Systems 4. Demonstrate experience of team working 5. Demonstrate the ability to deliver to performance and team targets 6. Experienced in customer interaction 7. Commitment to achieving high quality customer service and support quality care DESIRABLE 1. Demonstrate in depth technical knowledge of the following applications (or equivalent alterative products) :- PGP Encryption Clearswift Mailsweeper Sophos Security Suite Commvault Enterprise Back Up VMWare virtualisation Citrix remote desktop services Bloxx web content filtering Checkpoint Firewall 2. Demonstrate the ability to maintain high morale within a high pressure environment 3. Understanding of contribution of IM&T to patient care

10 TERMS AND CONDITIONS Grade and salary: Hours of work: Annual leave: Public Holidays: Superannuation: Band 6-25,783-34,530 per annum Fixed Term for 12 months hours per week 27 days per annum Details of other types of leave entitlement (such as sick leave) are set out in the Agenda for Change handbooks. 8 days per annum on dates designated by NHS Borders Details of other types of leave entitlement (such as sick leave) are set out in the Agenda for Change handbook. The post-holder is entitled to join the NHS superannuation pension scheme. If Unsuccessful: If you have NOT heard from us within 4 WEEKS of the closing date, then we regret that your application has not been successful on this occasion. However, we appreciate your interest in working with NHS Borders and your time and effort in completing the application form. We would welcome your application for future posts. Equal Opportunities: In NHS Borders, we believe that all staff should be treated equally in employment. We will not discriminate against any member of staff, or job applicant, on grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation. Trade Union membership. Disclosure checks: We carry out criminal record checks on new staff who fall within certain staff groups within NHS Borders, through Disclosure Scotland. We send out Disclosure Forms to all shortlisted candidates for these staff groups, and ask for these to be completed and returned at interview. If a successful-at-interview candidate forgets to bring their completed form to interview, then they will be required to return the form (and proofs of identity) within 7 days, otherwise the provisional job offer will be withdrawn. Unsuccessful candidates forms will be shredded. The Rehabilitation of Offenders Act does not apply to this post. Mandatory Induction Standards for Healthcare Support Workers in Scotland: Your performance must comply with the Mandatory Induction Standards for Healthcare Support Workers in Scotland and with the Code of Conduct for Healthcare Support Workers (in line with CEL 23 (2010)), both subject to amendment from time to time, which are attached. If, despite ongoing support, you fail to adhere to the Standards or to comply with the code, your performance will be managed in line with the NHS Borders Management of Employee Capability Policy and could result in the termination of your employment with NHS Borders. Tobacco policy: We have a Tobacco policy in place. When selecting staff, we do not discriminate against applicants who smoke, but staff must observe our policy on smoking. Hepatitis B: We offer Hepatitis B immunisation through our Occupational Health Service (OHS). If you think you may be at risk of contracting Hepatitis B through your job, you should ask for this immunisation at OHS.

11 If your work involves exposure-prone procedures, you must keep to the document Protecting Health Care Workers and Patients from Hepatitis B, and the NHSiS Management Executive Directive on this issue. You must be immune to Hepatitis B, and if you cannot prove that you are immune, OHS will investigate to find out whether you are Hepatitis B positive or not. Health and Safety at Work: You must take look after the health and safety of yourself and anyone else who may be affected by what you do at work. You must also co-operate with us to make sure that we keep to legal and organisational safety regulations. You can get more information from the NHS Borders Health & Safety Adviser. The closing date for completed application forms is: 5pm on Wednesday 18 December 2013