POSITION PROFILE Position Title: Infrastructure Position Number: 125692 / Leader: Service Delivery Business Unit: Location: Service Delivery Brisbane Classification: PM4 Date of evaluation: February 2010 Date Reviewed: March 2012 POSITION PURPOSE The Infrastructure is responsible for the provision of level three support in a four level support model. Level three support provides specialist subject matter expertise for the provision of corporate infrastructure services in a large and complex systems and network environment and interfacing to specialist vendor support (level 4). This role is responsible for managing the relationship with key Operational stakeholders, both internally within SPARQ Solutions, Ergon Energy, ENERGEX, system custodians and with external vendor support providers for the provision of the highly available and reliable operational services within the Infrastructure environment. VALUES The Values of SPARQ Solutions are:- Professionalism: We deliver on our promises. work: We work together to deliver our personal and business objectives. Improvement: We strive to improve ourselves and SPARQ Solutions. SPARQ Solutions has the expectation that its employees will demonstrate their commitment to the promotion and development of these values in achieving the accountabilities and carrying out the duties outlined in their position profile. KEY ACCOUNTABILITIES & ASSOCIATED DUTIES Lead and direct the Infrastructure area by providing operational delivery, design and service through clearly communicating desired goals and targets to each staff member and the ongoing provision of feedback to those staff on achievements; Deliver specialist infrastructure operational support and maintenance services through the use of Subject Matter Experts within a large and highly complex Infrastructure environment to agreed service levels and financial outcomes using agreed processes with a key focus on stable, availability and reliable systems operation with heavy emphasis on strong customer service; Page 1 of 5
Manage the vendor relationships who provide products and services in the Infrastructure environment; Ensure that specialist subject matter expert resources contribute to the implementation of new capability including participation in the architectural and solution design, solution development, testing and implementation and final operational acceptance and handover; Manage and develop the Infrastructure support and design standards along with departmental continuous improvement and Infrastructure Asset Management plans; Compliance with all relevant Legislation, and SPARQ Solutions policies, procedures and practices as varied from time to time; Demonstrate a personal commitment to SPARQ Solutions Safety & Environmental Programs, and Equal Employment Opportunity objectives, to ensure personal safety and the safety of others, a workplace free from discrimination and harassment and a philosophy of quality assurance and pollution prevention. Contribute to the continuous improvement of the SPARQ Solutions Safety Management System and the local area Health and Safety Program and undertake all work in accordance with SPARQ Solutions Workplace Health and Safety policies and procedures. Duties Manage specialist level three infrastructure Subject Matter Experts for the provision of operational support and maintenance services in a Infrastructure Services that comprise Unix, EIA-Integration, Oracle, SQL Server, GE Smallworld Spatial & AIM Database, Fujitsu MSP Mainframe and storage environments to agreed service levels and financial outcomes using agreed processes with a key focus on stable, availability and reliable systems operation with heavy emphasis on strong customer service; Provide specialist technical and strategic advice, direction and planning for the provision of Infrastructure services; Lead, coach and mentor the Infrastructure team as well as implement and maintain performance and develop training & development plans for staff that are aligned with goals and with emphasis on developing a customer focus culture within the Infrastructure department; Manage and report on the delivery of operational services to agreed Service Level standards, customer service & satisfaction and financial outcomes; Provide architectural and solution leadership & direction, ensuring that adequate capacity planning is maintained, that standards, designs and operational support processes are efficiently and cost effective and ensure continuous improvement methodologies are in place within the Infrastructure environment; Contribute to the Service Delivery Leadership team including in the strategic forward planning of the Service Delivery Group Develop and implement the Infrastructure Work Group Action Plan and Infrastructure Asset Management plan; Undertake resource planning is in plan to deliver both operational support services and new capability is delivered ensuring that an appropriate balance is achieved; Negotiate with customers to prioritise and schedule tasks, including system maintenance windows and appropriateness of proposed tasks in light of organisational imperatives; Manage the day-to-day operations of the Data centre environment ensuring that the availability and security of the environment meets required service standards; Project manage all tasks being completed by Infrastructure against approved priorities, agreed methodologies and initiate corrective action when required; Page 2 of 5
Manage appropriate issues, problem and escalation management of Infrastructure issues including the provision of after-hours support for ENERGEX and Ergon Energy storm and lack of Supply business events; Be the system custodian across all of SPARQ for the ongoing development and use the core data centres, backup and recovery process. JOB DIMENSIONS AND RELATIONSHIPS Reports to the Service Delivery ; Liaise with Infrastructure customers, line management, project management and staff as required; Be responsible for managing the relationship with key Infrastructure stakeholders and custodians including Service Provision, Client Infrastructure, Telecommunications, Strategy & Architecture, Application Capability managers and Project Delivery Principle Program s & Project s and with our clients ENERGEX and Ergon Energy and external support providers and vendors to maximise business performance, reputation and value for money. Financial: Subordinate staff payroll $3.875m Direct relationship to Capital Works Budget $6m Operating Budget $6m Other budget influences $Nil PERSON SPECIFICATION SECTIONS EDUCATION/CERTIFICATION Essential A Degree or equivalent qualification, and demonstrated competence appropriate to the position. Desirable A post graduate degree in Business Management or related fields and demonstrated competence appropriate to the position KEY SELECTION CRITERIA Essential Demonstrated knowledge of and experience in contemporary information management and technology issues, including the ability to lead, manage and develop the delivery of corporate infrastructure support services in a complex and dynamic business environment servicing multiple clients. Demonstrated experience and technical skills for the ongoing provision of support services in the technology footprint maintained within Infrastructure including Unix, EIA-Integration, Page 3 of 5
Oracle, SQL Server, GE Smallworld Spatial & AIM Database, Fujitsu MSP Mainframe, storage, backup security systems and Data Centre environments. Demonstrated high-level experience in developing and implementing strategic and ICT operational plans and the ability to direct, coordinate and implement major technology initiatives to meet cost, time and specification. Demonstrated experience in implementing and maintaining contemporary management practices including performance management, change management, quality management, employment equity and workplace health and safety. A high level of written, interpersonal communications and negotiation skills in a complex and highly technical business environment, including the ability to negotiate, consult and participate in decision-making to influence information technology and business decisions. Proven ability to manage a diverse workforce and regionally dispersed team to deliver identified outcomes. Demonstrated experience in the management and allocation of substantial financial resources and assets in an ICT business environment. Desirable In depth knowledge of Business Processes. In depth knowledge of infrastructure management. In depth knowledge of the ITIL framework. In depth knowledge and understanding of data centre management practices. OTHER SPECIAL REQUIREMENTS AND WORKING CONDITIONS The incumbent is part of a team that is expected to be available to service operational work requirements after hours to maintain business availability levels and to participate in after hours on call support rosters. You may be required to travel and work in other locations from time to time, depending on business needs. Page 4 of 5
ORGANISATION CHART SPARQ Solutions Infrastructure - Service Delivery Service Delivery Service Provision Client Infrastructure Infrastructure Information Assurance Operational Procurement Data Systems Database Administration Mainframe Operations Mainframe Database Administrator Technical SME Page 5 of 5