Job Description. Technical Architect (BISRID_55) Band: 9 ( 38,050-43,483)

Transcription

1 Job Description Job Title: Reports to: Team: Location: Technical Architect (BISRID_55) Solution Architect Infrastructure & Data Centre Lead BIS Nelson Band: 9 ( 38,050-43,483) Job Purpose To ensure key customer services are delivered effectively and efficiently by the BIS organisation. Work as part of a small team providing specialist technical advice and support for the maintenance, development and security of BIS services and technical infrastructure under the guidance of the Solutions Architect Infrastructure and Data Centres Lead. Provide support to both users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving issues and providing information about the systems. It may also include monitoring their performance. Assist in the resolution of issues by providing technical advice or training to users or updating system documentation, often in close collaboration with colleagues specialising in different areas. Work in close collaboration with our ICT partners who provide and manage the ICT infrastructure, including managing elements of infrastructure projects carried out by our ICT partners. As a Technical Architect you will: Be responsible for ensuring high quality customer services to the internal user base of DCWW In collaboration with the Solution Architect Infrastructure & Data Centre Lead, contribute to the development and delivery of the BIS strategy in support of the corporate plan, in particular contributing to the strategy for all areas of ICT Infrastructure. Be responsible for the definition of technical requirements for system or infrastructure enhancements, including the production of relevant documentation. Manage our ICT partners during the development of their technical proposals to ensure most appropriate solution for new system requirements Evaluate the impact of new systems on existing ICT infrastructure and make recommendations to ensure there is no affect to BAU. Manage the implementation of IT infrastructure projects.

2 Ensure that appropriate action is taken to investigate and resolve incidents and problems with systems or services Ensure that incidents and problems are fully documented within the relevant reporting systems Coordinate the implementation of agreed remedies and preventative measures Maintain knowledge of developing technologies and develop areas of specialisation. Principal Accountabilities Skills Required To provide technical support and advice to all users of BIS services so that operational problems and queries are diagnosed and resolved as quickly as possible Develop, maintain and document detailed knowledge of BIS technical services including management and process improvement, updating configuration management records where necessary. Ensure the technical requirements for all projects are identified at the appropriate stages ensure the technical requirements in relation to the implementation of changes and upgrades are identified and appropriate plans are in place Be responsible for the management of technical infrastructure projects Investigate latest technology trends and developments and ensure best practice standards are part of the strategy for all areas of IT infrastructure To specify, recommend, provide, configure and implement various items of ICT equipment and supporting software in accordance with BIS strategy, ICT standards and the ICT Security Policy To ensure the IT infrastructure performs to the required levels and that future capacity requirements are planned for. To contribute to production of standard configurations, documentation and procedures in order to streamline processes and produce efficiencies for DCWW to communicating courteously with customers by telephone, , letter and face to face o handle customer complaints in a courteous and professional manner To keep accurate records of discussions or correspondence with customers To visit customers to provide a one-to-one service when appropriate Such other activities as may required to fulfil the objectives of the role Detailed knowledge and a minimum of 10 years experience of working with at least 6 of the following technologies: o Windows Server 2003/2008 o HP Servers o VMWare o Citrix o Network Appliances Storage o Nokia/Checkpoint Firewall o Cisco Networks o Alcatel Telephony o SAP o Active Directory Experience of delivering large scale IT infrastructure projects using industry standard project management methodologies

3 Deliverables Reporting Experience of producing detailed technical requirement documents Experience of contributing to an IT Infrastructure Strategy document Experience of working in a multiple IT supplier environment Experience of providing high level technical support within a large organisation of over 2,000 customers Experience of working at all levels of a business from senior management to customer facing staff. Evidence of continuous self improvement and development and a good understanding of the latest technology developments Good knowledge and understanding of incident management processes and procedures Excellent relationship management skills Be able to demonstrate the ability to work in a pressurised situation during incidents Service activities (issues, risks, availability, capacity, reporting, resourcing, financials) on the each of the key services responsible for Project initiation documents defining high-level scope Business requirements document describing the project's objectives for infrastructure related projects. Business cases defining the costs and benefits associated with requested change Weekly reports will be produced showing progress against outstanding milestones, status, resource requirements, issues, risks and dependencies. Monthly reporting on service availability by key service Experience, Qualifications and Skills Assessment Method A I T Minimum of 8 years experience of stated technologies Detailed knowledge and understanding of latest technologies Good knowledge and understanding of system development lifecycle and its implications on BAU service Experience of managing large scale IT infrastructure projects Good knowledge and experience of project management methodologies Be able to work in a pressurised situation during incidents Have excellent relationship management skills Demonstrated leadership and management skills. Keen attention to detail. Strong written and oral communication skills and an open communication style with the ability to ideas of new ways of working to improve business efficiency Strong customer service orientation Experience of working in a team-oriented, collaborative environment. Being able to develop information and provide it to others

4 Key: A Assessed via application form I Assessed at interview T Assessed using psychometric / ability test Working Relationships Work closely with the Solutions Architect Infrastructure & Data Centre lead to align activities and best practice Work with business owners to understand requirements work with the ICT partners to develop technical requirements Work with delivery work streams to communicate business objectives and requirements, make decisions on delivery options and produce delivery costs and timescales. Work with other related programmes and programme support officers to understand and manage project dependencies. Work with project managers to plan analysis work and highlight risks and issues. Work with Business Sponsors to define accurate, meaningful and measurable business cases. Work with the business owners to define acceptance criteria. Competencies Assessment Method A I T Communication skills The drive and ability to exchange appropriate information with relevant people at the right time. The desire and skills to seek first to understand as well as to be understood. To be as open as confidentiality allows. Corporate Representation - The enthusiasm and ability to lead by example and to project a positive and professional image of DCWW with all contacts and stakeholders at all times. Creativity/innovation The ability to look at issues from a broad perspective, to come up with imaginative solutions, and to identify innovative alternatives to typical, unusual or difficult situations or problems. Critical Thinking - The ability to gather, understand, analyse and interpret information & concepts, verbal or numerical, about people or situations, quickly. Developing People The ability to set clear goals for others; to assign responsibility; to measure performance; and to seek and deliver feedback to achieve quality, timely results and enhanced individual performance. Environmental & Organisational Awareness - The awareness of economic, environmental, social and political factors, current and changing, likely to affect the job or the organisation. The ability to assess the impact of these factors on the job or the organisation and to overcome challenges and seize opportunities to optimise effectiveness. Influencing Skills - The ability to make a clear, persuasive presentation of ideas or facts, verbally or in writing; to convince

5 others; to gain agreement or acceptance of proposals or views. Initiative - The ability to actively influence events rather than passively accept them. The ability to see opportunities and to act on them, to originate action. Interpersonal Sensitivity - The awareness of other people and the environment and one s own impact on these. The ability to get on with people in different situations and to work with others to achieve mutual goals. Judgement - The ability to evaluate people and situations and to reach logical, fair decisions. An unbiased, common sense approach Leadership The ability to understand the business needs and to translate these into a shared purpose, strategy and objectives and to motivate and inspire others to work towards these. The ability to gain the respect and commitment of others. Ownership and reliability The readiness to take responsibility for projects or issues and to be accountable for their timely delivery and quality. The capacity and motivation to fulfil consistently any undertakings made. The habit of never letting people down, or promising what can't be done. Self Development The ability to actively seek to understand one s own strengths and development areas and to work continually towards achieving one s potential. Teamwork The belief in the value of synergy; the drive and ability to work with others to achieve a common goal in an optimally effective way If you believe you have the skills and experience necessary to make a success of this role, please apply online by completing our application form at: (select Careers to take you to current vacancies) Closing date for all Applications 12 noon Tuesday 12 July 2011 Dwr Cymru Welsh Water is an Equal Opportunities Employer