Lead Infrastructure Analyst. IT Services. The University. Salary Grade 8-40,046 to 45,053 per annum. Ref: CSE00949

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1 Lead Infrastructure Analyst IT Services Salary Grade 8-40,046 t 45,053 per annum Ref: CSE00949 At Leicester we re ging places. Ranked in the tp 20 universities in Britain ur aim is t climb further. A cmmitment t high quality fused with an inclusive academic culture is ur hallmark and led the Times Higher Educatin t describe us as elite withut being elitist. In this rle, yu will manage a team f peratinal supprt staff engaged in supprt f ur infrastructure and be accuntable fr the quality f peratinal supprt prvided by the infrastructure supprt staff within the IT Operatins sectin f IT Services. Yu will develp peratinal capability t meet custmer requirements and ensure the smth running f ur cre technlgy platfrms. In additin, yu will be respnsible fr prviding supprt fr infrastructure supprt fr ne f ur cre technlgy platfrms (e.g., Windws Server systems, Netwrking, Telephny, Data Centres). The University There s never been a mre exciting time t jin us. At the University f Leicester we are enjying research success n a wrld stage and gathering the awards and plaudits t match. We are described as elite withut being elitist. We are prud t be elite. But we are at least as prud t be an inclusive and prgressive university. This cmmitment t high quality, an inclusive academic culture and belief in the synergy f teaching and research are ur hallmarks. We believe that teaching is inspiratinal when delivered by passinate schlars engaged in wrld-changing research that is delivered in an academic cmmunity that includes pstgraduate as well as undergraduate students. Our apprach t research yields great rewards. Our research impact, measured by citatins per academic, is the sixth highest in the UK. Our success in the 2008 Research Assessment Exercise saw Quality Related research incme rise by 18% placing us firmly amngst Britain s tp 20 research universities by this measure. We believe that teaching and research are synergistic, and the Natinal Student Survey demnstrates that the quality f ur teaching is amngst the highest in the cuntry. Since the launch f the survey in 2006, Leicester has cnsistently featured amngst the tp-10 universities in England fr student satisfactin. The Sunday Times described Leicester as "tp... amngst mainstream multifaculty universities fr student satisfactin". Currently a University f 23,000 students, with a turnver f 281m and 3,800 clleagues, ur future is bright. Our Strategic Visin describes ur plans t invest a billin punds in ur estate as we

2 transfrm ur campus. Already cnsistently ranked in the tp-20 universities in Britain, by 2015 we aim t rise further t becme tp-10. Leicester is the mst inclusive f Britain s tp-20 universities with the greatest prprtins f students frm under-represented grups. As a grup f talented individuals we are mre diverse than ever and strnger fr it. At Leicester we are prud f ur distinct apprach, ur achievements and ur ambitius plans. If yu share ur apprach jin us. Please see fr mre infrmatin abut the University. We are prud hlders f the Athena Swan Brnze Award which recgnises and celebrates gd practice fr emplyment in science, engineering and technlgy (SET) in higher educatin and research. The award reflects ur cmmitment t the advancement and prmtin f diversity and equality. We are actively seeking Silver and Gld awards. IT Services The purpse f IT Services is t create a digital campus in which students and staff can be as creative and prductive as pssible as they learn, teach, undertake research and run the rganisatin. Many f ur services are typical f the crprate wrld and ffer similar challenges: managed desktps and laptps, strage, , printing, web cntent management, data and vice netwrking, multimedia design and prductin, and the ERP business applicatins underpinning finance, HR/ payrll, marketing, facilities management and a range f cmmercial enterprises. Other services are specific t the University and create an interesting range f challenges fr the IT functin. Here the creatin, sharing, analysis and disseminatin f infrmatin are defining activities. Bth students and researchers tend t be demanding, innvative users f technlgy and we aim t prvide them an infrmatin envirnment in which they can be as creative and prductive as pssible. We prvide them with a Virtual Learning Envirnment, High Perfrmance Cmputing services and a huge range f specialist sftware. Our researchers prduce vast amunts f data and need tls t manage, mine and generate infrmatin frm it. Many f them cllabrate with thers acrss disciplinary and rganisatinal bundaries. Our students have grwn up with internet technlgies and expect t be cnstantly cnnected using their mbile devices. A technlgy rich experience is what they expect frm University life. We prvide equipment in teaching rms, PC areas, wireless everywhere, and internet services in the halls f residence. We als run specialist business applicatins t supprt ur students jurney thrugh the institutin, aiming t prvide them with a prfessinal service thrugh the applicatin prcess, while they are studying and after they graduate. Similarly, we run systems t underpin the life cycle f each research prject as it mves frm grant applicatin thrugh t publicatin and disseminatin. We supprt arund 23,000 students and a further 4,000 staff and cllabratrs and t d this we have built an effective, custmer fcussed rganisatin and prvide cmprehensive supprt t all areas f University. We have invested heavily t mdernise the IT Infrastructure and widen ur service prtfli. Underpinning all f this is an apprpriate gvernance framewrk, prject and prtfli management prcesses and a number f ITIL based service supprt disciplines. With the infrastructure mdernisatin prgramme substantially cmplete, IT Services is ready t mve t the next stage in its develpment. The gal is nw fr IT Services t be perceived by all as the institutin s trusted IT partner. It aims t help researchers d mre effective research and students derive mre value frm their University experience; it als aims t play a leadership rle in University f Leicester 2 17 June 2014

3 business prcess transfrmatin. In these varius ways, it will create value fr the University rather than simply serve it. Hw IT Services is rganised Tw Deputy Directrs (Service Delivery, IT Slutins) reprt t the Directr f IT and wrk clsely with the Manager f Partnering and the Chief Architect. Cllectively this grup shapes and leads IT Strategy and Plicy, and manages IT gvernance, risks and resurces. Each team within IT Services has a distinct purpse and prvides a particular expertise t supprt the wider team and its brader purpse. All teams wrk tgether as necessary t meet the verall demands n the service within a matrix envirnment. There are tw grups f teams each led by a Deputy Directr: Service Delivery, Systems Design and Develpment plus the Partnering team which wrks acrss bth areas. Each f the majr, crss cutting prcesses is wned by a senir rle, managed frm within a particular team but invlves individuals as necessary frm all teams. There is an IT Services Leadership team which includes all the team managers and wrks cllabratively t slve crss-divisinal issues. IT Operatins Functin The purpse f the IT Operatins team is t keep the IT infrastructure secure, available and perfrming crrectly. It is respnsible fr all the daily peratins, preventative maintenance, upgrades, reactive supprt and develpments necessary t manage the IT Infrastructure and majr business applicatins. It safeguards the stability f the entire prductin envirnment acrss fur Data Centres and a distributed netwrk spanning the University campus. Where applicatins are externally hsted, it is respnsible fr the daily management f the apprpriate external supplier. Team members play key rles in prjects which will upgrade, enhance r therwise impact the infrastructure, ensuring that systems are designed t be manageable, secure, rbust and supprtable, and can be smthly transitined int peratin. This large team (currently eighteen) frms the heart f the service. It wrks clsely with the Service Desk t enhance the first time fix rate as far as pssible and prvides secnd and third line supprt fr issues that take lnger t reslve. It is respnsible fr day t day management f the physical data centres. It wrks extremely clsely with members f several ther teams, particularly thse in Infrastructure Services, Messaging and Cllabratin Services, and Applicatin Services and is knwledgeable acrss the full range f technlgies, systems and applicatins managed by IT Services. This includes data and vice netwrking, firewalls, servers (Windws and LINUX), strage and backup, High Perfrmance Cmputing, the managed Windws envirnment (AD, Exchange, FIM etc.), unified cmmunicatins platfrms, the Virtual Learning Envirnment, Web Cntent Management and the majr crprate infrmatin systems. It retains specialists in all f these areas. It als prvides expertise in: Prblem diagnsis, large scale systems management, event management, access cntrl and security management. It manages the key ITIL prcesses f Sftware, Change, Release and Prblem management. University f Leicester 3 17 June 2014

4 Infrastructure Supprt Lead Rle With tw distinct accuntabilities, yu will play a key rle in the management f IT Operatins. The accuntabilities are: A) Yu will manage a team f infrastructure supprt specialists wh cver the supprt fr a large mdern IT infrastructure. Yu will be accuntable fr the quality f the supprt prvided, and t supprt this yu will develp the peratinal capability f the team. B) Yu will prvide supprt fr ne f ur key infrastructure technlgies, including the netwrk, server and data centres, alng with ther supplementary services. Yu will be fcused n develping and imprving ur analysis and remediatin f Incidents and Prblems, and cntinually imprving the ability f ur Service Desk t deliver a high 1 st line fix rate. Yu will develp and implement imprved prcesses within the IT Operatins team t supprt this. Wrking clsely with prjects, yu will engage in the range f Service Transitin prcesses t ensure that new and enhanced services are brught int peratin in a smth and cntrlled manner. Principal Accuntabilities In cnjunctin with the Applicatin Supprt Lead, t develp and implement imprvements in team prcesses and wrking practices in line with industry best practice Develp and maintain team inductin, training and time management plans Supprt the develpment and embedding f ITIL service management principles within the team, including Prblem, Change and Release management Managing the infrastructure supprt team, prviding day-t-day feedback, caching and supprt. Cnducting appraisals and disseminating bjectives set by the Manager, IT Operatins. Measure and reprt against key perfrmance indicatrs fr services and their delivery, identify areas fr imprvement, and define and implement imprvement plans Manage day-t-day supprt fr infrastructure platfrms; identify, raise, analyse and remediate Prblems and ensure the smth running f the services Wrk clsely with the Infrastructure Services team t understand radmaps, and t wrk n relevant prjects t ensure smth and well planned transitin int peratin. Develp clse wrking relatinships with relevant cunterparts arund the University; t understand and react t the changing demands n services and t wrk with thers t manage perids f peak demand. Qualificatins, Knwledge and Experience Required Essential Significant experience wrking in a cmplex IT Service within a large rganisatin* Significant experience in an Operatinal supprt rle* Demnstrable experience in a management rle* IT Service Management ITIL v3 Fundatin* Experience f using an integrated service management tlset, such as BMC Service Desk Express, r equivalent* University f Leicester 4 17 June 2014

5 Desirable Educated t first degree level r equivalent* Institute f Leadership & Management Level 3 Certificate in First Line Management r equivalent* Experience f infrastructure platfrms*, f specific interest are: Data centres Structured netwrks Netwrk services Blade servers Virtualised servers (VMWare) Windws server systems IP Telephny systems ITIL v3 Operatinal Supprt & Analysis Capability qualificatin* Experience f reprt writing & data analysis using SAP Business Objects, Micrsft Excel r equivalent* Skills, Abilities and Cmpetencies Essential Excellent team leadership ability* Passinate abut custmer service* Excellent verbal and written cmmunicatin skills. Exceptinal ability t explain cmplex, technical issues in a clear, nn-threatening and nn-patrnising manner t individuals with any level f technical skill & knwledge Excellent analytical skills Excellent ability t manage and defuse cnflict (* Criteria t be used in shrtlisting candidates fr interview) Infrmal Enquiries Fr an infrmal discussin r t apply fr this rle please cntact David Anthny n dra4@le.ac.uk r Applicatins Fr further infrmatin and t apply n-line, please visit ur website: The clsing date fr this pst is midnight n 7 th July 2014 We anticipate that first rund interviews will take place week cmmencing 14 th July University f Leicester 5 17 June 2014

6 Candidates shrt-listed fr interview will be cntacted by the University. If yu d nt receive a cmmunicatin frm the University within 4 weeks f the clsing date, please assume that yur applicatin has been unsuccessful. University f Leicester 6 17 June 2014