This role is part of the IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical debt

There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.
An infrastructure operations engineer supports, manages and maintains the core infrastructure that underpins production services.

Some of the core infrastructure services that you will support is as follows (but not limited to, as business requirements evolve / change):

• 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

You will put people at the heart of everything you do – with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
A senior infrastructure operations engineer acts as third-line support for incidents, problems and changes to solutions and services. We estimate 75% of your time will be spent on operational activities, and 25% of your time supporting technical activities in project / programme delivery.

Service management framework knowledge

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

Technical specialism

• Demonstrate experience and knowledge more than one of the subject matter areas outlined in the job description, including (but not limited to)

AT THIS ROLE LEVEL, YOU WILL:

• provide specialist technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement
• be responsible for preparations and support of IT operations solutions and services - physical or virtual - according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle
• coach, supervise and train other members of your team
• assist in the provision of first class services and consistent levels of capability, as required by the organisation
  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, and support 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

• Analyse and assess impact, and develop and document change requests
• Implement complex changes based on requests for change and apply change control procedures

Coding and scripting

• Practical use of scripting tools and software that are available to support service delivery

Continual service improvement

• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Manage process improvements for your own area
• Spot or identify obvious deficiencies

Financial management

• Responsible for the proper and safe use of IT equipment by users, including expensive IT equipment and software
• Support the purchase of software, hardware and services relating to the delivery of projects and the transition into IT Operations

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

• Initiate and monitor actions to investigate patterns and trends to resolve problems
• Effectively consult specialists where required
• Determine the appropriate remedy and assist with its implementation
• Determine preventative measures

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

Service focus

• Take inputs and establish coherent frameworks that work

Technical specialism

• Demonstrate experience and knowledge more than one of the subject matter areas outlined in the job description, including (but not limited to):

o Server architecture
o Virtualisation technologies
o Datacentre operations
o Cloud operations
o Domain directory services
o Data storage and management
o Device management
o Information security management and cyber security
o Database administration services
o Network operations (wired/wireless/mobile)

o Business continuity management and disaster recovery planning

• Use management system software and tools
• Use logical schemata to investigate problems, collect performance statistics and create reports
• Carry out the routine configuration, installation and reconfiguration of database and related products
• Optimise performance and forecast resource needs

Technical understanding

• Understand the core technical concepts related to the role, and apply them with guidance

Testing

• Review business requirements and specifications, and define test conditions
• Identify issues and risks associated with work
• Analyse and report test activities and results

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
• All other reasonable requests

This role is part of the IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical deb