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SS531 Senior Infrastructure Engineer JD

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					                                               NHS Borders JOB DESCRIPTION



1. JOB IDENTIFICATION

Job Title:                                               Senior Infrastructure Engineer

Department(s):                                           IM&T – IT Operations and Infrastructure

Responsible to:                                          Infrastructure Manager

Date this JD written/updated:                            12/03/2010

Job Reference Number:                                    SS531


2. 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


                                                     Head of IT Operations and
                                                          Infrastructure
                                                             (1 x WTE)




                                 Service Desk                              Infrastructure Management              Field Support
     Technical Architect
                             Service Desk Manager                            Infrastructure Manager          Field Support Manager
         (1 x WTE)
                                   (1 x WTE)                                        (1 x WTE)                       (1 x WTE)




      IT Administrator     Senior Service Desk Analyst                   Senior Infrastructure Engineer   Senior Field Support Engineer
         (1 x WTE)                 (1 x WTE)                                       (2 x WTE)                        (1 x WTE)




                              Service Desk analyst                           Infrastructure Engineer         Field Support Engineer
                                   (2 x WTE)                                        (4 x WTE)                       (4 x WTE)
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:
    E-mail 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 email 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.
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, E-mail 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 Email 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
   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

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

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

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, of which 5 years will have been 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

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
TERMS AND CONDITIONS

Grade and salary:          Band 6 £25,472 - £34,189 per annum

Hours of work:              37.5 hours per week. Fixed term for 36 weeks

Annual leave                27 days per annum
                            Details of other types of leave entitlement (such as sick leave) are set out in the
                            Agenda for Change handbooks.

Public Holidays:            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.

Superannuation:             The post-holder is entitled to join the NHS superannuation pension
                            scheme.

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, faith, race 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.

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.
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:       5 pm on Wednesday 23rd March 2011

				
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