Engineer - Cloud Operations

Job description

Job responsibilities

An infrastructure operations engineer is responsible for the preparation and support of IT operations solutions and services, physical or virtual, both on-premise and in the Cloud. You do so according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle.

At this role level, you will:

• create and maintain documentation
• perform all routine tasks according to process and checklists
• monitor infrastructure and applications services
• alert and take appropriate action

Skills needed for this role

Asset and configuration management

• Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
• Verify the location and state of assets, supporting the full IT Asset Management lifecycle (from request through to retirement)

Availability and capacity management

• Manage service components to ensure they meet business needs and performance targets

Change management

• Implement complex changes based on requests for changeApply change control procedures

Coding and scripting

• Show an awareness of the scripting tools and software that are available and currently in use

Continual service improvement

• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Support specific activities to improve processes
• Spot or identify obvious deficiencies

Financial management

• Safe and efficient use of expensive equipment by users, including the install, running and maintenance of equipment and software

Incident management

• Identify and register incidents, gathering the required information and allocating it to the appropriate channel
• Diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

• Own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

• Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
• Effectively consult specialists where required
• Contribute to the implementation of remedies and preventative measures

Service focus

• Take inputs and establish coherent frameworks that work

Service reporting

• Ensure the service management platform is up-to-date at all times with Customer Service activities
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set

Service management framework knowledge

• Show an in-depth understanding of service management framework principles and processes
• Apply technical knowledge in project or programme activities

Technical specialism

• Demonstrate experience and knowledge one, or more of the subject matter areas outlined in the job description, including (but not limited to):
  • Server architecture
  • Virtualisation technologies
  • Datacentre operations
  • Cloud operations
  • Domain directory services
  • Data storage and management
  • Device management
  • Information security management and cyber security
  • Database administration services
  • Network operations (wired/wireless/mobile)
  • Business continuity management and disaster recovery planning

• Assist in technical support activities and carry out agreed or routine maintenance and administration tasks

Technical understanding

• Show an awareness of the relevant subject matter and a high level understanding of what it involves

Testing

• Correctly execute test scripts under supervision
• Identify issues and risks associated with the work
• Understand the role of testing and how it works

User focus

• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

Other Duties:

• Participate in the on-call service
• Occasional work may be required outside of core business hours to support major projects / programmes
• Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.

Person Specification

Education / Qualifications

• Degree, or equivalent level of experience
• Relevant technical qualification or equivalent experience
• Service management qualification or equivalent experience (example: ITIL)

• Relevant management / leadership qualification or equivalent experience
• Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)

Experience

• Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
• Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
• Experience of solving complex problems for users through the use of technology, requiring analysis, interpretation and a comparison of a range of options
• Experience supporting core infrastructure technologies - both on-premise and Cloud
• Experience of supporting the transition of products from Delivery into Live Service - including planning complex transition activities (upgrades, etc)

• Supervision, coaching and mentoring of other team members
• Understanding of the management of financial budgets for your team (pay, on-call, consumables)
• Experience of management products / services in healthcare (NHS)

Skills and knowledge

• Deal with more complex issues on the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
• Contribute and support the delivery of service improvement and re-design initiatives
• Contribute to the training needs analysis and professional development of the team
• Able to prioritise work
• Meet set targets or metrics
• Autonomous working and can delegate appropriately
• Good communication skills - providing and receiving complex and sometimes sensitive information - tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
• Good technical knowledge
• Use Service Management, Quality Assurance Testing, and Delivery Management tooling
• Systematic and methodical approach to problem solving

Personal qualities

• Relentless focus on user needs and experience
• Problem-solving mindset - focusing on improving outcomes
• Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
• Able to work well within a busy environment

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust

Address

Moorfields Eye Hospital NHS Foundation Trust

162 City Road

London

EC1V 2PD

https://www.moorfields.nhs.uk/work-for-us