Service Delivery Management
Design and implement a comprehensive range of procedures for security, recovery and restart (including from disaster), and incident/problem control. Short and medium-term operational planning and scheduling of infrastructure capacity for both local and off-premise infrastructure.
Design, configuration, and implementation of server infrastructure including relevant network appliances. Responsible for ensuring the ITIL service desk escalation queue is managed, and any jobs are completed by the postholder within a timely manner. Any issues with incident escalation are raised with the IT Server and Storage manager to ensure that jobs do not breach the specific Service Level Agreements (SLAs). Guaranteeing integrity and confidentiality of information delivered to and sent by users in line with the Trust's and NHS policy.
Understanding requirements of installed and planned systems, particularly in respect of infrastructure components, including security, characteristics of associated hardware and software, and targets for performance and quality of service. Communicating effectively using electronic, verbal, and written word, as required with users and IT staff, particularly in respect of emergencies, quality control and support, restrictions on or withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of service such as upgrades of equipment and software.
Investigate all appropriate means to improve service levels whilst minimizing investment requirements and recommend new or revised policies or procedures to higher management; implement specific improvements within scope of responsibility. May be required to work on own or as part of a team in the development and planning of service projects, by use of appropriate computer software, where required with consideration to budgetary restraints.
Supplier Management
Obtaining and evaluating offers from suppliers of infrastructure equipment and other services for communications networks. Monitoring and reviewing performance, throughput, availability, and exceptional incidents and proposing and implementing consequent improvements. Liaising with suppliers' technical personnel about problem resolution in the event of service or component failure.
Periodically review maintenance arrangements and SLAs to ensure that the cover in place remains appropriate to the service, system, or component. Ensures that supplier access to systems is within the Trust's security policy and that physical access to critical areas is monitored.
Monitoring and Reporting
Implement infrastructure monitoring functionality across the Trust and take responsibility for monitoring such activity. Making assessments of the capacity and performance characteristics of possible and actual designs and implementations. Capacity planning from this data in order to ensure that appropriate action, including tuning and acquisition, is taken in a timely fashion to avoid service degradation or failure.
Revising all assessments, estimates, and forecasts at appropriate times during operation, including advising on the impact of possible, authorized or actual changes. Monitoring security of all systems and networks and managing a proactive security scheme to avoid security breaches, including implementing and maintaining a log in line with the Trust and NHS Digital security policy. Using spreadsheet, database, and other Trust-based software to support the reporting and management responsibilities.
Problem Management
Reporting acute/chronic service delivery problems to the IT Manager as appropriate and to the Heads of Departments affected so that appropriate actions can be initiated. Ensuring that all IT personnel are aware of problems, potential problems, and known errors so that they can assist in their resolution. Satisfactory resolution of all unresolved incidents, including provision of support in deciding immediate action, the coordination of investigations, and proposals for changes and circumventions, and the initiation and monitoring of agreed remedies.
Work under own initiative in preventing occurrence of incidents through activities such as identifying suspect components, monitoring systems being developed, and preventing problems in one system from being replicated in others across all Trust IT systems.
Report and advise on the quality of services, systems, and support being provided to users and suppliers, comparing against agreements when appropriate. Respond to and resolve faults on IT systems, including support to users on Trust sites across the Trust in line with agreed SLAs. Respond to requests and fault reports from the organization's external customers in line with agreed SLAs.
Work with other IT staff to document procedures and changes. Must ensure that adequate backups are taken for all communication systems. Takes part in IT hardware and software audits when requested. Must ensure the full account is taken of the needs for quality, security, availability, integrity, and safety, utilizing as appropriate specialized techniques, tools, methods, and standards.
Within agreed standards and policies, must be competent in planning the work of teams or project groups; must ensure that assigned resources (staff, equipment, software, services) are properly budgeted, utilized, and accounted for.
Additional Information
Ensures compliance with relevant legislations, e.g., Data Protection, Software Misuse Act, and Copyright Act. Ensures compliance with the requirements of Quality Management Systems. Participates in the IT Department's daily on-call rota.
Attendance at Locality & IT Meetings with the Trust. Manual handling of IT & communications equipment on a daily basis. Undertakes other duties, tasks, projects, commensurate with the purpose and grade of the post may be determined from time to time. The post holder will be required to adapt to and undertake different or new duties in line with professional and service developments.
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