Infrastructure Support Engineer Job Profile

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1 Infrastructure Support Engineer Job Profile About the HCPC The Health Professions and Care Council (HCPC) is the regulator of 16 different health and care professions, set up to protect the public. To do this, we keep a register of health professionals who meet our standards for their training, professional skills, behaviour and health. The organisation employs around 180 employees, who work in nine departments - Registration; Fitness to Practise; Education; Communications; Policy & Standards; Operations; Human Resources; Finance and IT. About the IT Department The IT department is made up of seven members, and divided into two teams: Service Support and Infrastructure Support. - The Director of IT heads up the department and is a member of the Executive Management Team (EMT), taking responsibility for the strategic aspects of IT and the work plan/ agenda. - The Service Support Manager reports into the Director of IT and is responsible for managing the functions and processes of the Service Support team such as the service desk and management of the Service Support Team. - The Infrastructure Support Manager reports into the Director of IT and is responsible for the overall design of all IT infrastructure and management of the Infrastructure Support Team. - The Service Support Analysts report to the IT Service Support Manager and are responsible for providing 1 st line and 2 nd line support to employees. We currently have a vacancy for a Service Support Analyst to join the team please see our current vacancies page for further details. Vacancy - Infrastructure Support Engineer - We are currently recruiting for an additional Infrastructure Support Engineer to join the team. The Infrastructure Support Engineers report to the Infrastructure Support Manager and are responsible for supporting all aspects of the IT Network, Database and System Infrastructure. 1

2 Application & Selection Process Applicants for the Infrastructure Support Engineer role must complete the HCPC application form in full. Please note: any CVs submitted will not be seen by the panel for the purposes of shortlisting or at interview. Applicants for the role will be shortlisted by a panel during w/c 13 May 2013 Successful candidates will be invited for an interview on TBC Please try to ensure your availability on this day, as it may not be possible for the panel to see you at another time. Completed applications should be sent to: Alternatively they can be posted to: Human Resources HCPC Park House 184 Kennington Park Road London SE11 4BU Enquiries should be directed to: HR The closing date for applications is Wednesday 15 May 2013 at 09.00am. 2

3 Job Description Infrastructure Support Engineer Department: Reports To: Salary Band: Information Technology Infrastructure Support Manager Band D 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 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 3

4 To be the acknowledged expert for IT Network, Database and System services within HCPC 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 HCPC 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 Director of IT 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 HCPC 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 HCPC financial policy Implement Emergency Changes to recover services in the absence of the Change Advisory Board (CAB) Skills, Knowledge and Abilities Essential Educated to degree level or equivalent knowledge and abilities A high standard of interpersonal and communication skills, and the ability to handle confidential information 4

5 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 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, HCPC 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 HCPC. 5

6 General Ensure IT coverage of the HCPC 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 HCPC on a best endeavours basis To carry out the responsibilities of the post with due regard to the HCPC's Diversity Policy and to treat colleagues and other HCPC 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 including 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 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 6

7 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 HCPC systems in the event of an invocation Support the testing and validation of the IT Continuity plan Application Management Provide support and database administration functions for both Oracle and MS- SQL Server databases 7

8 Provide 3 rd line support and administration functions for the Business Applications used at the HCPC Provide support and administration functions for the Security Applications used at the HCPC. Infrastructure Management Perform system administration of the network (LAN, WAN, VPN), server, database and IP telephony infrastructure including upgrading hardware, installing software and monitoring performance Perform system administration for the VmWare virtualised environments Project Management Perform the role of Technical Lead for HCPC 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 8

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