Job description Job title: Server Infrastructure Analyst 1 Department: Resources Service: IT Service Grade: G Post reference number: 1 Job purpose To provide specialist enterprise level design, planning, implementation, maintenance and support to the Council s IT infrastructure requiring: Essential skills and experience in: Microsoft products e.g. Microsoft Active Directory, exchange, email, internet, etc; Citrix technologies and VMware ESX/Vsphere and complex blade centre environments with SAN connectivity; Desirable skills and experience in: AIX (UNIX), AIX Virtualisation, SAN and system backups; Any other technologies that the Council may implement. Supporting these environments through co-ordinating resolution with appropriate functions, suppliers and ensuring planned systems administration tasks are completed to schedule. Ensuring the planning, development and management of the infrastructure is in line with ITIL standards and IT Service processes and procedures. Ensuring that good practices, quality of documentation, high standards of operational effectiveness are implemented. Ensure creativeness in developing new technical skills, management of customer expectations; monitoring and managing customer service requests. Support the Server Infrastructure Undertake assessment of solution options (scoping, feasibility, design, services costing, deliverables, and completion criteria). 2 Principal duties and responsibilities 1. Research, evaluate and develop new tools and support software which may enhance delivery of Microsoft, Exchange, Internet, File and Print, Citrix technologies, VMware ESX/Vsphere, AIX and SAN infrastructures and the management of user accessed software including the provision of appropriate support documentation. Developing effective working relationships with IT application suppliers, other local authorities and relevant technical groups. 2. Responsible for monitoring, managing and maintaining the platforms listed above including the provision of operational support as well as disaster recovery and business continuity. 3. Responsible for ensuring that all servers under team responsibility are installed, upgraded and maintained at current patch and firmware releases as per industry standards.
4. Responsible for installing operating systems and server applications, providing second line and third line (and some first line) technical support to customers, managing the overall effectiveness and reliability of the infrastructure including design, deployment, installation and configuration. 5. Escalate problems and incidents where appropriate and take responsibility for managing and taking ownership of customer complaints and resolving them or escalating them to the Server Infrastructure Specialist. 6. To be up to date on major technical developments or major programmes or developments in own area, ensuring good awareness of technical developments is maintained. 7. Take responsibility for leading a variety of software and hardware infrastructure projects including costing, planning, specification and delivery according to best practice standards, on time and within budget. To act as technical project manager where required. 8. To ensure the confidentiality, integrity and availability of corporate information assets and systems and, where appropriate, ensure preventative measures are undertaken to help mitigate the risk of a security incident occurring including reporting any security breaches or exceptions. 9. To work outside normal office hours as necessary and to participate in an out of hours on call rota if required. 10. To proactively build and develop a positive reputation for the IT Service by acting as an ambassador when dealing with other colleagues, customers and external partners and ensuring a positive customer and citizen focused approach at all times. 11. To proactively implement and embed IT service management good practice, such as the ITIL Framework, in all areas of work and ensure that positive contributions to all parts of the IT service management lifecycle are made at all times. 12. Contribute fully to the delivery of the Council s IT Strategy, and allied initiatives, which has a vision to provide a platform to develop and deliver consistently good quality, right first time, cost effective solutions and services that routinely surpass expectations and contribute to the successful transformation of Council service delivery and leads to improved outcomes for Nottingham s citizens. 3 All staff are expected to maintain high standards of customer care in the context of the City Council s Core Values, to uphold the Equality and Diversity Policy and Health and Safety standards and to participate in training activities necessary to their post. 4 This is not a complete statement of all duties and responsibilities of this post. The post holder may be required to carry out any other duties as directed by a supervising officer; the responsibility level of any other duties should not exceed those outlined above. 5 All staff must be aware of and adhere to the Council s Information Security Policy and IT Acceptable Use Policy. All employees have a responsibility to protect the Council s information and physical assets in accordance with these policies. Any
breach of information security controls may result in disciplinary action being taken against them under the Council s disciplinary policy and may result in dismissal. 6 Numbers and grades of any staff supervised by the post holder. Supervision of Server Technician E (2 FTE) 7 Post holder s immediate supervisor. Server Infrastructure Specialist Prepared by/author: Mark Gannon Date: September 2012 Job title: Director for Information and Technology (Chief Information Officer) Note: This section should only be included in job descriptions issued to employees and should not be sent to all job applicants. I understand and accept the job duties and responsibilities contained in this job description. Signature: Date:
Person specification ` Job title: Server Infrastructure Analyst Department: Resources Service: IT Service Grade: G Post reference number: Areas of responsibility Knowledge Experience Requirements Awareness of methods and techniques for risk management, business impact analysis, countermeasures and contingency relating to serious disruption to an IT service. Techniques for ensuring that full account is taken of customer real and stated needs in the delivery of IT services. Accreditation in one or more of the following: Microsoft MCSE/MCITP, Citrix CCA/CCAA/CCEA or VMware VCP. Knowledge and experience of backup and recovery strategies for different infrastructures. Understanding of customer service, ownership and feedback in the context of systems support, upgrades and change management. Working knowledge of a variety of hardware and software solutions as delivered and maintained by IT Services. Significant experience in two or more of the following areas: MS Exchange, MS IIS, latest Windows Server Infrastructure and OS and Active Directory design and administration, Citrix Xenapp, Citrix XenServer, Application Packaging, VMWare ESX/Vsphere. Experience in troubleshooting day-to-day hardware and software issues. Working experience of creating and supporting business continuity environments and documenting recovery options. Significant experience of designing, planning, implementing and optimising the infrastructures in own area of expertise. Measurement P A T I D
Skills / Abilities Work to promote mutual respect and good relations Work Related Circumstances Experience of implementing solutions within IT security and data protection frameworks. Experience in developing, training and mentoring staff. Demonstrable experience in successfully managing projects as part of complex corporate infrastructure projects. Ability to produce clear written and verbal communications and to update systems and databases accurately. Ability to enhance technical skills through personal development and formal training courses. Ability to prioritise work and deliver results in a pressurised environment, balancing conflicting demands to achieve acceptable outcomes. Ability to absorb a higher rate of change with an improved, measurable rate of success in delivering installation, deployment and ongoing operations and optimisation of IT projects and IT services such as major system upgrades. Ability to develop and implement clear processes, procedures and documentation. Awareness and understanding and commitment to the pursuit of equality of opportunity in terms of: service delivery employment practice To be willing to work outside of core working hours as required. Willingness to comply with the City Council s nonsmoking policy. To be able to undertake a Criminal Records Bureau (CRB) basic or full Checks with an outcome of satisfactory. P: Pre-application A: Application T: Test I: Interview D: Documentary evidence Prepared by/author: Mark Gannon Date: September 2012 Job title: Director for Information and Technology (Chief Information Officer)