Technology Operations NI, BBC Northern Ireland Technology Operations Support Manager

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1 Job Title: Grade: Department: Reports to: Server Specialist 7D Technology Operations NI, BBC Northern Ireland Technology Operations Support Manager Organisational Context The BBC is transforming the way it connects and interacts with audiences. It aims to provide content when, where and how an individual wants it. We operate within the communities we serve and are making the BBC increasingly accessible to the public, encouraging them to contribute their ideas and content. Technology is transforming the broadcast industry, opening up new ways to be more local, more relevant and more in touch with audiences. Advances in technology and what it can offer are breathtakingly quick and are transforming the entire media industry, blurring the divide between producer and consumer. Technology Operations (TOPs - NI) manages all aspects of BBC Northern Ireland s technical and operational requirements, including the design and development of technical solutions, project management of procurement, installation, changing working practices and providing on-going technical support. In addition we provide all the operational activities required to produce a variety of content on a wide range of media platform including TV, Radio, Online and, more recently, social media. Our technology strategy is to be flexible and responsive. Investments must drive change, innovation and seamless content management between TV, radio and on-line services. New technologies have to be robust enough to support continuous output and must provide value through reducing costs and increasing benefits. Within the group we have a diverse range of skills and knowledge that is further supported through working closely with other BBC technology teams, our technology partners Atos and with a range of key suppliers. Further context This role sits within the Technology Support group and is one of a number of Senior Broadcast Technologist roles which provide specialist support expertise, development, project delivery and technical governance across all areas of BBC NI production and broadcasting including: radio & TV studios, PSC & studio cameras, linear & non-linear edit systems, transmission playout areas, desktop IT, and video, audio and IT infrastructure, routing and servers. The focus of the department is to maximise value for money to the Licence Fee Payer by continually looking to provide the most cost effective technologies and workflows for programme production and delivery and to minimise support costs year on year. Senior Broadcast Technologists work at the coal-face with the Support teams in providing this service. Overall purpose of the job: The Server Specialist works as part of the specialist team to support our office IT and broadcast infrastructure in partnership with our Third Party IT providers, Atos. This requires careful adherence to arrangements and policies around connection and management of hardware and software onto the BBC LAN so as to maintain business, production and broadcast services. The Server Specialist will help support a mixed estate of server hardware and technologies including virtualisation, clustering and databases as well as appropriate storage and network solutions. Expertise in a range of system management and monitoring tools is essential. Working in a media production and broadcasting environment with a shared business and content network also places particular demands on our infrastructure which the Server Specialist must be mindful of. Job Description for Server Specialist December 2015 Page 1 of 1

2 Person Specification Server Specialist Knowledge and experience For this role we expect a high level of capability across core competencies, in addition to job specific requirements: Qualifications and Knowledge Must have significant knowledge of: Windows Server 2008R2, 2012, 2012R Microsoft SQL 2008 to 2014 Hyper-V Windows Clustering System Center Operation Manager System Center Virtual Machine Manager System Center Data Protection Manager HIP SIM and or Oneview HP Server Hardware. Gen 5 to Gen 9 HP MSA Storage Fibre Channel In addition knowledge and experience in the following is advantageous: Experience in managing LANs. Managing / maintenance of multi-site network environments. Understanding of Data Centre networking with particular reference to HyperV servers. Ability to troubleshoot a wide range network issues, eg. Multicast, IP routing, VPNs, etc. Experience of Cisco hardware Experience, skills and abilities Must be experienced in: Significant experience of supporting IT systems in an enterprise environment Working within a team and with some experience of supervising staff Experience of providing a high quality service in a demanding customer service environment. Managing conflicting demands in situations of pressure where priorities are rapidly changing Communicating with clients across the range of seniority Be flexible in working time in order to ensure the 24x7 nature of broadcasting technology is supported. Be prepared to travel; contributing to pan-bbc projects; developing and maintaining effective working relationships with other parts of the BBC and its third party suppliers. Job Description for Server Specialist December 2015 Page 2 of 2

3 Responsibilities of the role (generic for Senior Broadcast Technologists): Responsible for third line support and expertise for broadcast infrastructure and production tools. Specialists are required to: Devise routine and preventative maintenance procedures Provide safety and power resilience procedures and risk assessments for their areas. Ensure that change control mechanisms are effectively applied. Be responsible for acceptance tests and handover of projects in their area. Manage the transition of technology changes into support including the provision of training and documentation. Design, test and implement broadcast infrastructure solutions within BBC NI ensuring workflows and technical specifications meet with National BBC delivery guidelines and delivery standards. Be responsible for project work as required providing detailed specifications and, on approval, the realisation of agreed projects, including the control of expenditure and documentation. Collaborate with specialists across the BBC to make the best use of the technologies available. Meet with key client contacts when requested to provide authoritative advice and to establish best practice. Establish the feasibility of any minor developments including the production of costing, effort, and timescales for management approval. Obtain technical information and assistance from within the BBC and from outside companies and organisations to enable specific problems to be solved. Be contactable and reasonably available outside of office hours to ensure that adequate expert cover is provided for essential systems. Provide documentation, briefings and training on relevant systems to Support teams to effective ensure 24/7 cover. General Responsibilities All Senior Broadcast Technologists are required to: Supervise engineering staff to ensure an efficient and effective service. Ensure all work carried out by their teams is logged fully and accurately. Assist in the training and development of staff through coaching/mentoring, contributing to training plans, ensuring provision of technical documentation and user guides on paper and electronic form. Devise and oversee training on their areas of responsibility Appraise and supply feedback for appraisal. Ensure BBC technical standards are followed and liaise with peer groups across the BBC. Contribute to the development and review of Business Continuity plans as required Work closely with the Technology Development team to ensure the smooth and successful transition of new technologies and processes into Support. Ensure cost effective use of external support contracts and hire of support equipment when required. Act for management as and when required. Represent the department at technical meetings, operational meetings and steering groups as required. Provide regular briefings to the management team. Assist BBC Northern Ireland to meet all statutory requirements on the installation, operation and maintenance of technology - seeing that equipment is operated and maintained safely; putting in place safe ways of working; ensuring the continued application of appropriate safety procedures and being familiar with relevant documentation and action to be taken. Demonstrate a professional, helpful and technically credible manner in relationships with clients in order that Technology Support may develop and maintain high quality customer care. Provide user guides and to advise clients on user training requirements liaising with the training departments as required. Job Description for Server Specialist December 2015 Page 3 of 3

4 Competencies Senior Broadcast Technologist The following competencies (behaviours and characteristics) have been identified as key to success in the job. Successful candidates are expected to demonstrate these competencies: Skills & Behaviours Forward thinking Dynamic; flexible approach Team player and team motivator Highly motivated Decision maker Professional attitude, polite and courteous Communication Keeps people informed through appropriate media Is articulate, has confident delivery and pitches communications at the right level Clarifies understanding by asking questions and probing carefully Is approachable and sensitive to the needs of others Actively promotes two-way communication with staff and clients Proactively shares knowledge and information Has ability to produce clear, succinct written communications Business & Broadcast Awareness Clearly understands and identifies with the vision of BBCNI Questions others about activities to get information on the larger picture Uses expertise and knowledge of BBCNI to assist and support the programme making process Controls cost and looks for ways to deliver business/financial savings Professional & Technical Knowledge Actively acquires understanding of new developments Proactively acquires necessary skills Embraces new ways of working which will benefit the department and BBCNI Actively seeks opportunities to learn new things Takes responsibility for own safety and consideration for the safety of others as outlined in BBC Health & Safety Policy Client Focus Aware of client needs and the needs of their business and responds appropriately to provide excellent service Ensures commitments to clients are realistic and achievable; sets expectations accordingly Will listen, understand and take an active role in resolving client complaints Creates and maintains a good impression and has a positive impact on others Constantly strives to improve the quality of service to all clients Team Work Works effectively as a team member Is willing and able to assist other team members Understands and takes responsibility for own actions and impact upon the team Motivates self and others to achieve team objectives Work closely with the Senior Broadcast Technologists team to provide consistent, seamless, high quality Technology Support. Leadership Leads by example Maintains a clear sense of direction Constantly develops and supports team members to achieve their potential and the highest performance standards Job Description for Server Specialist December 2015 Page 4 of 4

5 Spends time with team members, observes, coaches and interacts Creates an environment where people feel safe to say what they feel/think Supports initiative in others Celebrates team and individual success and promotes a positive atmosphere Ability to innovate, challenge assumptions and drive change Ensures that Health & Safety becomes part of all management systems and processes and makes staff aware of their responsibilities as set out in the BBC Health & Safety policy Problem Solving Good problem solving ability and innovative thinking Accepts ownership of problems and takes responsibility for resolving them quickly Exercises good judgement based on experience and knowledge and is decisive in implementing the solution. Shows consideration for the wider view and is can understand the impact on clients Acts proactively to anticipate problems and prevent them. Please Note: Senior Broadcast Technologists are appointed to a specific area of support appropriate to the current departmental structure and range of technologies. However, in the long term post-holders are expected be of a calibre that they can move between role as technologies and business needs change. Date of issue: 07/12/15 (A job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved). Job Description for Server Specialist December 2015 Page 5 of 5

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