Principles Vision Purpose Statement Systems Engineer Compute and Storage Position Description healthalliance Purpose, Vision and Principles healthalliance provides shared services to benefit NZ health organisations. We will deliver increasing value to our customers through: Lower cost Standardized system and processes Reducing variation or rework Quality and innovation To deliver outstanding shared services that enable healthcare excellence for the Northern Region s population. Partnership Developing lasting partnerships through collaboration, working to a common goal, facilitating joint solutions within our means, recognising and celebrating success, open communication to share knowledge and information Respect for people We respect others by; developing trust by being open and honest, listening to and understanding others views, valuing everyone s contribution, celebrating diversity and have fun and enjoy what we do as a team Integrity We show integrity by; leading by example, open, fair, honest and transparent in everything we do, courage to speak up and challenge when things don t seem right, act ethically and professionally at all times, can do, will deliver our promises, obligations and commitments Delivering Results We deliver results by; delivering exceptional results through high performance teams, enhance the customer experience, continually improve and add value, being action orientated, responsible and accountable, providing consistent and reliable services Energised by Innovation We are energised by innovation when we; encourage forward thinking ideas and challenge status quo, measure our performance and see it as an opportunity to learn and grow, creating positive change by developing smarter ways to work, empowering people to maximise potential. Our principles define the expected behaviour of all staff and guide us on the behaviours that are important to us as an organisation. They underpin the way we do things at healthalliance, defining how we strive to move towards our vision. Dated: June 2011 1
This position description provides an indicative outline of the purpose and key responsibilities and tasks of the role. Title and Reporting Relationships Position title: Systems Engineer Compute and Storage Reporting to: Location: Purpose of the Role Compute and Storage Lead The working site localities for this role requires the incumbent to be at one of several sites including healthalliance House, Takapuna; Middlemore Hospital, Otahuhu; Greenlane Clinical Centre, Penrose; Auckland Hospital, Grafton or Whangarei Hospital, Whangarei. This position requires time and travel between any other healthalliance and DHB working sites, as necessary to fulfil the obligations of the role. (Refer to your Individual Employment Agreement). To provide the highest quality compute and storage service offering to healthalliance s clientele through effective operational practice. To contribute, as part of a team, towards creating and maintaining an environment of operational excellence, by highlighting risk, maintaining a high standard of documentation, complying with service level agreements, meeting key performance indicators and proactively managing technology. Personnel Dimensions (Employees reporting to this position directly and indirectly) Number of Staff: Direct:0 Through subordinates:0 Total: 0 Key Relationships People and organisations both inside and outside of the company that this position would be required to manage relationships with. Internal Stakeholders ha IS Management Team Other ha IS Project, Service Delivery, Application and Infrastructure Teams Other ha IS Teams that require IS support and assistance External Stakeholders Service Users and Customer user Groups DHB Stakeholder representatives including Clinical Directors/Advisors of IS, Health Information Managers, Management Staff Other Health Providers and Agencies such as Primary Care Providers, HBL and MoH Suppliers and Contracted Personnel Dated: June 2011 2
Position in Organisation Key Responsibilities and Tasks Operations Service Fulfilment 1. Ensure your individual and team service desk queue is monitored and incidents and requests are proactively resolved within agreed service levels. 2. In the case of major incidents notify manager and communicate as agreed to incident manager. 3. Produce and/or contribute to the development of incident reports. 4. Provide on call services as scheduled in the on call roster. Expected Outcomes 1a. Service desk reporting reflects that the tickets logged against the technology platform(s) that you are responsible for are being actioned. 1b. 85% of all tickets are resolved within SLA. Those that breach have a plan for resolution and this has been communicated to the customer within 5 days. 1c. All incidents are logged. 3a. PIR to be produced as per defined process/ policy. 4a. Tickets logged after hours have been updated immediately. Dated: June 2011 3
Operations - General 1. Proactively maintain servers within your area of responsibility and as described within standard operating procedures, including the completion of all activities required. 2. Keep updated and current all technical information and documentation across all areas of responsibilities 3. Conduct peer reviews for team members as required and respond through appropriate documentation. 4. Problems in the technology platforms that you are responsible for are managed, so that repeat incidents are prevented. 5. Manage the lifecycle for the technology platforms that you are responsible. Keep updated and current all technical information and documentation across all areas of responsibility. 6. Step in as a backup to roles of peers as directed by Manager. 7. Research and test new technology. 8. Contribute to risk management for the technology platforms that you are responsible. 1a. Minimise unplanned work through planned change. 1b. Reactive maintenance tickets are reducing to a level agreed with Manager. 1c. Planned patching of both security, and critical updates on infrastructure within your area of responsibility, occurs regularly. 1d. Standard Operating Procedures for technology platforms that you are responsible for are being complied with. 1e. Identify incident and event trends, which may lead to unplanned down time. Escalating risks in a timely manner. 2a. Procedures and technical documentation is completed and is current. 3a. Quality checks, in the form of a peer or manager review, demonstrate technical builds, configuration and/or documentation are compliant to design standards and policy. 3b. Infrastructure in your area of responsibility complies with audits. 4a. Identify problems, follow the Problem Management processes and drive to resolution as agreed with Manager. 5a. Operating costs associated with the vendor support of the technology platform(s) you are responsible, are reduced through activities such as decommissioning. 5b. Contribute to lifecycle planning for all technology platforms that you are responsible for. 8a. Review and evaluate risks, as they apply to the technology platforms that you are responsible for, on a weekly basis and raise in risk register as appropriate and as agreed with manager. 8b. Work with, and as part of, a team to mitigate risk. Dated: June 2011 4
Projects 1. Act as the technical lead for a project as assigned by Manager. 2. Complete all activities associated with role or project including: a. Design b. Documentation c. Peer reviews d. Liaison with other technical teams e. Specifications f. Installation g. Quotes 3. Proactively up-skill self on new product and available documentation when assigned to projects. 4. Contribute to post implementation review as appropriate. 5. Record time spent on project in project management tool. 6. Participate in tendering process as directed by manager. 7. Resolve or mitigate issues that arise as a result of Go Lives. 8. Co-ordinate changes as associated with assigned project work streams. Health, Safety and Wellbeing To support healthalliance health, safety and wellbeing culture and to recognize individual responsibility for Workplace Health and Safety under the Health and Safety Employment in Act 1992 1a. The technical requirements of the project are documented to the quality standards agreed. 2a. Project milestones are met. 2b. The quality of quotes provided to projects meet the standards set by the team leader and they follow due process. 2c. Support documentation is produced to agreed standards. 3a. Design meets vendor specifications where appropriate. 4a. Post Project Implementation Review shows that work was delivered as per agreed project work package. 5a. Project management tool reports show effort has been recorded. 6a. Reports from the project manager show participation in the tendering process. 7a. Assigned issues are resolved or accepted by the Operations Manager so that the project can be handed over. Displays commitment through actively supporting all health, safety and wellbeing initiatives. Ensures own and others safety at all times. Complies with policies, procedures and safe systems of work. Reports all incidents/accidents, including near misses in a timely fashion. Is involved in health and safety through participation and consultation. General Other duties as required by the Manager / Team Leader in addition to or as a result of changing circumstances, that contributes to achieving the purpose of the role Dated: June 2011 5
Qualification, Experience and Training Requirements What is the typical background required to competently perform the responsibilities of the job? Essential is the minimum acceptable level for entry. Preferred indicates the desirable level, but may also expand on the nature, eg: industry related, level of previous supervisory experience Essential Preferred 2-3 Years Systems Engineer experience in a small to medium size environment e.g. 50+ servers. Personally responsible for, at least,20 25 servers across a wide range of infrastructure and application services 2-3 Years Desktop Support experience in a medium to large organization e.g. 500 + seats Microsoft MCSE, VMWare VCP, Citrix CCA or related tertiary qualification. Experience with a wide range on server h/w models for e.g. HP, IBM, Dell etc. Experience in building and implementing standalone and clustered servers Extensive experience with or working knowledge of the following technologies and standards:- Virtualization Technologies and Services e.g. VMWare ESX 3.x/vSphere4, Microsoft HyperV, ZEN etc. Microsoft Server Operating systems. Server deployment technologies such as SCCM and Altiris Rapid Deploy. Directory & Network Services e.g. Active Directory 2k/2k3/2k8/2k12, DNS, DHCP, WINS etc. Backup technologies such as Data Domains, Deduplication applicances, BackupExec 3+ Years Systems Engineer experience in a medium to large environment e.g. 100+ servers. Personally responsible for, at least, 55 65+ servers across a wide range of operational back office and application services 2-3 Years Desktop Support Experience in a medium to large organization e.g. 1000 + seats A tertiary qualification and 5+ Years experience with VMware in a medium to large organisation e.g. 100+ servers, or 5+ years experience with SAN based storage and storage management solutions. Experience with 64 bit h/w platforms and 64-bit Windows. 5+ years of experience with Linux and Unix operating systems. Advanced experience in technical document writing. Experience in Disaster Recovery techniques and Procedures. Experience in Infrastructure as a Service provisioning and associated cloud methodologies. Dated: June 2011 6
2010/2012, Netbackup. Competencies for the role Functional / Technical Skills Problem Solving Time Management Perseverance Drive for Results Innovation Continuous Improvement Interpersonal Savvy Making decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make quick decision. Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; can simplify complex processes; gets more out of fewer resources. Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the most important priorities; gets more done in less time than others; can attend to a broader range of activities. Pursues everything with energy, drive and a need to finish; seldom gives up before finishing, especially in resistance or setbacks. Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Is good at bringing the creative ideas of others to market. Has good judgement about which creative ideas and suggestions will work. Has a sense about managing the creative process of others. Can facilitate effective brainstorming. Can project how potential ideas may play out in the marketplace. Is dedicated to providing organisational wide common systems for designing and measuring work processes. Seeks to reduce variances in organisation processes. Delivers the highest quality services which meet the needs and requirements of internal and external customers. Is committed to continuous improvement through empowerment and management by data. Leverages technology to positively impact quality. Is willing to re-engineer processes from scratch. Is open to suggestions and experimentation. Creates a learning environment leading to the most efficient and effective work processes. Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; build constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Dated: June 2011 7
Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gain their trust and respect. OPTIONAL: POSITION SPECIFIC POSITION RELATED COMPETENCIES Indicates the specialist skills and behaviour required for the role Note: The position needs to reviewed by both parties annually. Signed as current and agreed: Manager Employee Dated: June 2011 8