Job summary We are seeking an experienced Senior Digital Systems Engineer to oversee the technical support and services within our DTS team at Mastercall Healthcare. The ideal candidate should possess strong technical expertise, excellent management and communication skills and a proven track record in managing IT service operations along with a passion for digital innovation in healthcare and ideally healthcare technology expertise. You will be responsible for ensuring the smooth operation of our IT systems, providing technical support to internal and external stakeholders, and implementing effective IT strategies to optimise business operations. The permanent post based on 30 - 37.5 hours per week in accordance with the needs of the business. Salary £50,000 per annum plus on call allowance Closing date 18th November 2024 Main duties of the job The Senior Digital Systems Engineer is a critical role responsible for overseeing and managing the technical operations within our organisation, acting as the primary point of contact for all technical service-related matters and playing a pivotal role in ensuring the smooth functioning of IT systems, infrastructure, and services. The ideal candidate possesses a strong technical background and a comprehensive understanding of IT service management and cloud computing. The Senior Digital Systems Engineer will play a crucial role in driving the organisation's technological capabilities and ensuring the seamless delivery of IT services, contributing to the overall success and efficiency of the business operations. About us Mastercall Healthcare is an award-winning social enterprise organisation providing NHS services accredited by the Social Enterprise Mark. With 28 years experience as an innovative, high performing organisation we are passionate about providing the very best patient care at the very best place for the patient. We have completely transformed digital delivery at Mastercall Healthcare over the last 10 years. We have sourced new technology to enhance patient care, harnessing technology to support our award-winning clinical team and advanced digital maturity We believe in growing your own and developing talent and already have an incredible Digital Technology Services team that have been with us in shaping this journey of transformation, but now is the time to further enhance the skillset in our team by adding a new role of Senior Digital Systems Engineer. At Mastercall we welcome applicants from diverse cross section of society who will uphold our culture and ethos as we embark on our future opportunities and continue our transformation journey. Employee benefits include: Living wage employer NHS pension scheme Employee Assistance programme Sage Benefits Wage stream NHS blue light card/ discount schemes Flexible and homeworking Career development Competitive rates of pay Generous holiday entitlement, long service enhancements and with option to purchase additional leave. Wellbeing schemes and more Date posted 23 October 2024 Pay scheme Other Salary £50 a year plus on call allowance Contract Permanent Working pattern Full-time, Flexible working Reference number B0540-24-0015 Job locations International House Pepper Road Stockport SK7 5BW Job description Job responsibilities This non-exclusive list of duties, which follows, represents the range of tasks which may be required to be undertaken routinely or periodically. 1. Reporting to the CIO : Provide strong leadership to the technical services team, fostering a collaborative and high performing work environment. Delegate tasks effectively, set clear objectives, and provide guidance and support to team members. As an effective and highly capable team member, you will self-manage your workload and proactively pick up requests and other work through the ITSM tool. You will mentor and develop team members, ensuring continuous skill knowledge development and assist with recruitment and training. 2. Technical Service Delivery: Ensure the efficient delivery of technical services, including troubleshooting, system maintenance and support. Develop and implement strategies to improve service efficiency and quality while adhering to industry best practices and standards. Implement solutions which drive automation to help reduce time spent by support teams and in turn, free up time to innovate and drive service improvement. Application packaging and deployment using standard Microsoft toolset. You will be experienced in developing PowerShell based automations. 3. System Infrastructure Management: Oversee the management and maintenance of the organisation's IT infrastructure, including networks, servers, and security systems. Implement proactive measures to ensure the security, reliability, and scalability of our IT infrastructure. Manage, support, maintain and help implement Microsoft Server Azure Infrastructure and Fortinet Network. 4. Incident and Problem Management: Lead on the resolution of critical incidents and complex technical issues, acting as an escalation point for the technical services team. Develop and implement effective problem-solving strategies to minimise system downtime and ensure timely issue resolution. 5. Service Level Agreement (SLA) Compliance : Monitor and enforce adherence to SLAs, ensuring that technical services are delivered within agreed timelines and standards. Collaborate with stakeholders to establish realistic service level targets and continuously assess and improve service delivery processes. Ensure compliance to relevant standards IITL and security standards (i.e. CIS, CE) to ensure that we control, report, and adequately measure and proactively handle any risks the business faces. Understanding of Incident, Problem and Change Management within the ITIL framework. 6. Vendor Management: Collaborate with vendors and third-party service providers to procure necessary hardware, software, and technical services. Evaluate vendor performance, negotiate contracts, and ensure that vendors comply with established service agreements and deliverables. 7. Technology Planning and Implementation: Develop and execute strategic plans for the adoption and integration of new technologies. Assess the organisation's IT needs, recommend appropriate solutions, and oversee the implementation of technology projects to meet business objectives. Ability to assist with the creation of system design, functional specifications and operations for workspace projects and solutions. 8. Documentation and Reporting : Maintain comprehensive documentation of technical processes, procedures, and system configurations. Generate regular reports on service performance, incident trends, and system updates to keep stakeholders informed and enable data driven decision making. Author technical documentation for new solutions or changes in configuration required to adhere to updated security standards that is structured and relevant to the audience. Job description Job responsibilities This non-exclusive list of duties, which follows, represents the range of tasks which may be required to be undertaken routinely or periodically. 1. Reporting to the CIO : Provide strong leadership to the technical services team, fostering a collaborative and high performing work environment. Delegate tasks effectively, set clear objectives, and provide guidance and support to team members. As an effective and highly capable team member, you will self-manage your workload and proactively pick up requests and other work through the ITSM tool. You will mentor and develop team members, ensuring continuous skill knowledge development and assist with recruitment and training. 2. Technical Service Delivery: Ensure the efficient delivery of technical services, including troubleshooting, system maintenance and support. Develop and implement strategies to improve service efficiency and quality while adhering to industry best practices and standards. Implement solutions which drive automation to help reduce time spent by support teams and in turn, free up time to innovate and drive service improvement. Application packaging and deployment using standard Microsoft toolset. You will be experienced in developing PowerShell based automations. 3. System Infrastructure Management: Oversee the management and maintenance of the organisation's IT infrastructure, including networks, servers, and security systems. Implement proactive measures to ensure the security, reliability, and scalability of our IT infrastructure. Manage, support, maintain and help implement Microsoft Server Azure Infrastructure and Fortinet Network. 4. Incident and Problem Management: Lead on the resolution of critical incidents and complex technical issues, acting as an escalation point for the technical services team. Develop and implement effective problem-solving strategies to minimise system downtime and ensure timely issue resolution. 5. Service Level Agreement (SLA) Compliance : Monitor and enforce adherence to SLAs, ensuring that technical services are delivered within agreed timelines and standards. Collaborate with stakeholders to establish realistic service level targets and continuously assess and improve service delivery processes. Ensure compliance to relevant standards IITL and security standards (i.e. CIS, CE) to ensure that we control, report, and adequately measure and proactively handle any risks the business faces. Understanding of Incident, Problem and Change Management within the ITIL framework. 6. Vendor Management: Collaborate with vendors and third-party service providers to procure necessary hardware, software, and technical services. Evaluate vendor performance, negotiate contracts, and ensure that vendors comply with established service agreements and deliverables. 7. Technology Planning and Implementation: Develop and execute strategic plans for the adoption and integration of new technologies. Assess the organisation's IT needs, recommend appropriate solutions, and oversee the implementation of technology projects to meet business objectives. Ability to assist with the creation of system design, functional specifications and operations for workspace projects and solutions. 8. Documentation and Reporting : Maintain comprehensive documentation of technical processes, procedures, and system configurations. Generate regular reports on service performance, incident trends, and system updates to keep stakeholders informed and enable data driven decision making. Author technical documentation for new solutions or changes in configuration required to adhere to updated security standards that is structured and relevant to the audience. Person Specification Experience Essential Proven experience in a technical management role, demonstrating strong managerial and problem-solving skills, keen willingness to mentor others in the technologies within your filed of expertise Understanding of Cloud Services with a particular focus om Azuree Microsoft 365, coupled with and experience of traditional hosted technologies Extensive knowledge of IT service management with working knowledge of incident, problem and change management with ITIL framework Familiarity with ITIL for IT service management, with working knowledge of incidents, problem and change management within ITIL framework Proficiency in project management and implementation of IT solutions Ability to assist with the creation of system design, functional specifications and operations for workspace projects and solutions Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior management. Desirable Understanding of NHS Digital Frameworks/Support Services. Qualifications Essential Degree in Computer science, Information technology or a related field experience Relevant certifications such as ITIL, Microsoft, Cloud Computing, Azure experience Person Specification Experience Essential Proven experience in a technical management role, demonstrating strong managerial and problem-solving skills, keen willingness to mentor others in the technologies within your filed of expertise Understanding of Cloud Services with a particular focus om Azuree Microsoft 365, coupled with and experience of traditional hosted technologies Extensive knowledge of IT service management with working knowledge of incident, problem and change management with ITIL framework Familiarity with ITIL for IT service management, with working knowledge of incidents, problem and change management within ITIL framework Proficiency in project management and implementation of IT solutions Ability to assist with the creation of system design, functional specifications and operations for workspace projects and solutions Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior management. Desirable Understanding of NHS Digital Frameworks/Support Services. Qualifications Essential Degree in Computer science, Information technology or a related field experience Relevant certifications such as ITIL, Microsoft, Cloud Computing, Azure experience UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name Mastercall Healthcare Address International House Pepper Road Stockport SK7 5BW Employer's website http://www.mastercall.org.uk/ (Opens in a new tab)