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Infrastructure Support Engineer

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					Job Description – Infrastructure Support Engineer

Information Technology Department

  Main Purpose of Job

     As part of the Infrastructure Support Team be responsible for supporting all
      aspects of the IT Network, Database and System Infrastructure

     Support the design; development and operation of the Capacity and Availability
      (Security) Management processes for the IT Network, Database and System
      Infrastructure

     Provide 2nd line support for the Network and System Infrastructure

     Monitor and manage the license provision for software distributed in the IT
      environment with specific responsibility for server and database licensing

     Attain the agreed levels of performance for Incident and Problem management
      as detailed in the appropriate service level agreements


  Position in Organisation

     Reports to the IT Infrastructure Support Manager within the IT department

     Liaises with employees at all levels within the organisation

     External liaison with relevant suppliers and external stakeholders which include
      (but are not limited to) professional bodies, other regulators and government
      departments.


  Scope of Job

     To provide consistent and repeatable services through application of common
      processes and procedures

     To be the acknowledged expert for IT Network, Database and System services
      within HPC




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   Analyse Problems and identify the root cause through coordination of internal
    and external support resources including the investigation of online knowledge
    bases and creating test environments to replicate any fault

   Determine resolution options for Problems and present to the ITIL CAB with
    recommendations

   Prioritise Support requests effectively to ensure compliance with agreed Service
    Levels

   Ensure IT coverage of the HPC working day (08:00 - 18:00) by working a shift
    rota system

   At your own discretion where practicable and reasonable respond to critical
    incidents raised by external and internal 24 hour monitoring and alerting services
    outside of standard office hours


   By agreement with the IT Director or Infrastructure Support Manager work
    outside of standard office hours to minimise adverse business impact when
    instigating IT changes or performing planned activities

   Actively seek and understand IT industry trends and developments and identify
    potential service improvements within HPC


Dimensions and Limits of Authority

   Raise complex Incidents and Problems to external vendor support. Coordinating
    internal effort and manage the external support to resolve the issue

   Budgetary approval and able to order goods or services from existing suppliers to
    a value defined by the Director of IT and the HPC financial policy

   Implement Emergency Changes to recover services in the absence of the
    Change Advisory Board (CAB)




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Skills, Knowledge and Abilities

     Essential

     Education to degree level or equivalent knowledge and abilities

     A high standard of interpersonal and communication skills, and the ability
      to handle confidential information

     Demonstrable competency to manage relationships with key stakeholders and a
      strong customer service focus

     Proven ability to adapt to a changing working environment with a flexible
      approach to working

     Excellent broad understanding of IT concepts, technologies and trends

     A relevant industry qualification or equivalent experience in Microsoft networking
      technologies e.g. Active Directory

     A relevant industry qualification or equivalent experience in Microsoft Windows
      Server environment administration

     A relevant industry qualification or equivalent experience in Unix (Solaris)
      administration

     A relevant industry qualification or equivalent experience in VmWare server
      virtualisation administration

     A relevant industry qualification or equivalent experience in a Storage Area
      Network (SAN) environment administration

     Relevant experience in applying a security context to all aspects of the IT
      infrastructure

     Relevant experience in designing and implementing an enterprise backup and
      recovery strategy to IT infrastructure

     A relevant industry qualification or equivalent experience in database (Oracle and
      MS-SQL Server) administration

      Desirable

     Qualified in ITIL to foundation level

     Experience of supporting a Lotus Notes/Domino Mail service




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    Experience of supporting Firewalls and a switched Ethernet network
     infrastructure

    Experience of supporting a MS-Sharepoint environment


Duties & Key Responsibilities

Your principal duties and key responsibilities will be those set out below. In addition
to those duties, HPC reserves the right to require you to undertake additional or other
duties within your capacity as may from time to time be reasonably required and
necessary to meet the needs of the HPC.

    General

    Ensure IT coverage of the HPC working day (08:00 - 18:00) by working a shift
     rota system

    As required support any and all aspects of the IT service provision at HPC on a
     best endeavours basis

    To carry out the responsibilities of the post with due regard to the HPC's
     Diversity Policy and to treat colleagues and other HPC stakeholders with
     respect and dignity at all times.

    Service desk

    Provide cover to the Service Desk when needed

    Monitor and manage the license provision for software distributed in the IT
     environment with specific responsibility for server and database licensing. Keep
     the Service Support team informed of license provision to enable them to
     maintain the consolidated license record document

    Incident and Problem Management

    Meet service level targets for Incident and Problem management closure

    Provide second line support for the network (LAN, WAN, VPN), server and
     database infrastructure inc configuring and upgrading hardware, installing
     software and performing system administration

    Meet service levels for closure of assigned service desk tickets

    Escalate and then coordinate Issues and Problems to external third party support




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    Configuration Management

    Maintain Configuration information relevant to network (LAN, WAN, VPN), server
     and database infrastructure

    Create policies and procedures relevant to the support and maintenance of the
     network (LAN, WAN, VPN), servers and databases

    Support the Service Support team in maintaining the physical asset register for
     network (LAN, WAN, VPN) and server assets

    Change and Release Management

    Adhere to the agreed ITIL Change procedure for all changes within the IT
     Infrastructure

    Ensure effective release procedures for changes to network (LAN, WAN, VPN),
     server and database infrastructure

    Service Level Management

    Report against service level targets

    Capacity and Availability Management

    Operate ITIL processes and procedures for the effective Capacity and Availability
     (Security) management of the network (LAN, WAN, VPN), server and database
     infrastructure. Maintain the Capacity plan and achieve the Service Level targets
     for Capacity and Availability

    As part of an effective Security strategy operate and manage a patching policy
     for all IT infrastructure including servers, PCs and applications

    Ensure that the IT infrastructure is secure from external and internal attack
     through monitoring, testing and following best practice to reduce the risk of any
     security incident

    Ensure effective monitoring and alerting of all appropriate infrastructure services

    Maintain an effective antivirus, anti spam and malware strategy for all of the IT
     infrastructure including PCs and telephony

    Define and administer an effective backup and recovery strategy for the IT
     Services

    IT Service Continuity Management

    Support the technical production of the IT Continuity plan creating and
     documenting processes and procedures to ensure the timely recovery of the



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    HPC systems in the event of an invocation

   Support the testing and validation of the IT Continuity plan

    Application Management

   Provide a database administration function for both Oracle and MS-SQL Server
    databases

    Infrastructure Management

   Perform system administration of the network (LAN, WAN, VPN), server and
    database infrastructure inc upgrading hardware, installing software and
    monitoring performance

   Perform system administration for the VmWare virtualised environments


    Project Management

   Perform the role of Technical Lead for HPC major projects ensuring delivery of
    an appropriate IT solution

   Manage and deliver IT projects within the IT directorate to quality, time and
    budget

   Support the User Acceptance Testing phase of the Major project delivery plan.




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posted:8/21/2012
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