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Main Duties

• Participate in a rota for your team to ensure that the Service Desk has the 3^rd line team available during the agreed hours, and that there is a 3^rd line on-call service available to the Group.
• The post holder will be responsible for analysing, investigating, and resolving complex ICT queries and issues/problems e.g., interpreting system errors and identifying an appropriate solution from a range of options; research complex ICT faults via reference material (e.g., technical websites or documentation).
• The post holder will be responsible for confirming that daily backups are completed and ensure the validity of those backups in accordance with policy and procedure.
• The post holder will contribute to ensuring that the Group’s data centres (on-site and remote) are run at optimum performance level to deliver the Group’s requirements and maintained to a high level so that the environment remains secure, robust, and effective.
• The post holder will identify and contribute to infrastructure-based Problem Management in line with Information Technology Infrastructure Library (ITIL) principles.
• The post holder will work closely with the Infrastructure Network Specialists to ensure that the network infrastructure has the capacity to cope and deliver services to the Group and that there is sufficient capacity for anticipated growth.
• Ensuring that standard changes are documented and have annually updated communication plans attached and that change schedules are pre-approved at CAB as appropriate annually.
• Ensure that all emergency changes relating to ICT infrastructure are presented at either an emergency convening of CAB where appropriate or as a retrospective change request at a scheduled CAB meeting.
• Ensuring that ICT infrastructure Configuration Management Data Base (CMDB) is kept accurate and up to date throughout the asset life cycle and ensure that all capital assets are recorded on the Capital Asset Register.
• Ensure that the ICT Service Catalogue and other ICT infrastructure configuration documentation, procedures and processes are kept up to date with regular reviews.
• Adhere and work to the ICT Incident Management Processes for resolving Incidents that are escalated to 3^rd Line / Infrastructure team for advice/action. Ensuring that the Incident Management System is used effectively to ensure all details of actions and contact are recorded appropriately.
• Resolve 3^rd Line infrastructure problems and queries which have been escalated by the Service Desk or other Digital Departmental Teams through analysis and use of their specialist knowledge, expertise, and experience. This will include, but is not limited to, technical systems problems, network security issues, complex application issues, and the interpretation of user requirements to effectively implement solutions.
• Monitor, respond and action Service Call Queues for the Infrastructure team efficiently and effectively as a part of daily operations.
• Ensure that calls are prioritised in accordance with SLA’s and departmental OLA’s for Incidents, Service Requests and RFC’s. Act as an escalation point for 3^rd line Infrastructure team related calls.
• Logging of faults/warranty claims with system and hardware support vendors.
• The post holder will work closely with the Infrastructure Network Specialists to ensuring that the Group has active maintenance support contracts in place for key infrastructure and that 3^rd party contracts are managed effectively, and regular service reviews are undertaken.
• Provide expert advice to the Group on ICT infrastructure.
• The post holder will work closely with the Infrastructure Network Specialists to ensure that all risks and issues relating to ICT infrastructure are fully documented, risk assessments undertaken and recorded on the Group’s risk management systems as well as the departmental risk register. 
• The post holder will contribute to the allocation of IP Subnets, Virtual Local Area Networks (VLANS) and network fabric throughout the Group’s LAN.
• The post holder will be responsible for ensuring that all network infrastructure elements have appropriate patch and software management applied to them. 
• To work with the Cyber Security team to resolve identified issues or high severity CareCert notifications.
• The post holder will be responsible for ensuring the safe use of expensive ICT equipment by them and other members of the department and Trust.
• The post holder will contribute to scheduled infrastructure checks and ensure that they are recorded centrally.
• The post holder will be required to physically configure and install infrastructure components, this will include cabling and patching.
• The post holder will be required to configure networking equipment, ensuring appropriate access control and management of the secure systems.
• To work with the Infrastructure Network Specialist to plan, design, cost, develop, procure, and install the network infrastructure enhancement relating to the development of new business systems or Group building projects.

Management and Leadership

• Work closely with the Clinical Systems team and Digital Transformation and Innovation team on upgrades and policies/procedures.
• Contribute to the development and implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
• Support individuals and teams that are highly skilled, effective, engaged and highly motivated.
• Have awareness of the financial performance of Infrastructure Team, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements. 
• Deputise for the Infrastructure Network Specialists as necessary and where appropriate.

Technical Service Delivery

• The post holder will have an understanding of ICT and specialist knowledge in several key network technologies such as Local Area Networks (LAN), Wireless LAN (WLAN) & Wide Area Network (WAN) servers, Transmission Control Protocol / Internet Protocol (TCP/IP) including Domain Name Service (DNS) and Dynamic Host Configuration Protocol (DHCP) and Firewalls.
• The post holder will be responsible for expensive ICT equipment and contributing to the configuration, testing, software, repair, and maintenance.
• Contribution of the delivery of a component of the technical and infrastructure services to the Group.  
• Ensure that progressive solutions, which consider models of best practice, are incorporated into service plans.
• Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems. 

Performance

• Contribute to the delivery of performance standards for the ICT Infrastructure team, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
• Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Infrastructure team to provide efficient and optimised digital services. 

Advice, guidance, and partnerships

• Provide technical and professional assistance regarding the Group’s ICT infrastructure.
• Represent the Digital portfolio at local levels, developing partnerships, sharing best practice, and integrating knowledge across the Group.
• Represent the Group, where appropriate, in dealings with partner organisations and outside bodies on ICT Infrastructure and technical issues.
• Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally.

Policies and procedures

• Contribute to ensure that the Infrastructure team has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data).
• Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
• Ensure that a full and current inventory of all IT assets is maintained and utilised appropriately.
• Work with the Infrastructure Network Specialists to ensure the security of ICT assets (physical and data). Identify and evaluate risks, formulate plans / contingencies to mitigate risks, and agree plans with stakeholders.

Professional and Personal Development

• The post holder will need to develop and maintain an awareness of developments and legislation relevant to the service area and contribute to efforts to ensure that each function reflects current professional guidance and standards.

Role Requirements

• We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group

• Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making.
• High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
• The post holder will participate in and facilitate meetings, which require a high level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
• Exposure to unpleasant working conditions or hazards is occasional.
• Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.)

The post holder will be required to be part of an on-call rota for the ICT function.