Main duties and responsibilities:

• To work as part of the Digital Operations Infrastructure team to support, monitor and maintain the Trusts IT Infrastructure.

• Maintain an in-depth knowledge of the Microsoft Cloud and On-Prem infrastructure.

• Provide expert advice and acting as a point of escalation for investment and resolution of complex technical issues.

• Working closely with project and solutions architect teams to review, interpret and respond to detailed business specifications. Reporting on delivery commitments to ensure solutions are implemented as expected and to agreed timeframes.

• Ensure that services and components meet and continue to meet all their agreed performance targets and service levels.

• Monitor service component capacity and initiate actions to resolve any shortfalls according to agreed procedures.

• Assess, analyse, develop, document, and implement changes based on requests for change, and implement approved and ratified changes.

• Prepare and maintain operational documentation for infrastructure, services and software’s.

• To ensure all operational processes are documented in accordance with Trust and departmental standards and policies.

• Prepare and provide reports and proposals for improvements to specialists, users and managers.

• Undertake information gathering and scene setting meetings with customers where necessary, evaluate technical proposals from external suppliers, and make implementation recommendations to senior stakeholders.

• Build and develop effective relationships with internal and external stakeholders and role model excellent customer service at all times.

• Working alongside System Managers and Third-Party suppliers in the creation of business continuity and disaster recovery documentation for key clinical and non-clinical systems, including planning and testing of system backups and restores.

• The post holder will review complex information identifying trends that may denote where improvements may be required.

• To provide high quality 3rd line technical support to all users connected to the IT environment using diagnostic tools and fault-finding techniques to identify root causes.

• Review requirements and specifications and define test conditions for proposed new systems and upgrades.

• To identify, recommend and implement changes to IT systems to improve capacity and performance and address potential risks as agreed with internal teams, customers, and external suppliers.

• To be responsible for managing own workflow through the department using the IT Service Management tool, ensuring incidents, problems, service requests and changes are resolved within the agreed performance criteria. This will include working in line with the departmental procedures for the prioritisation, escalation and resolution of logged tickets.

• Plan, supervise and deliver training of newly implemented technologies to junior team members, Service Desk and Desktop teams, providing workshops, documentation and advanced support.

• Ensure all actions are accurately documented in a timely fashion using the IT Service Management tool and reference libraries for reporting purposes and future reference.

• To work in accordance with the IT department’s Service Level Agreements.

• Be responsible for the self-development of skills and competencies through participation in learning and development activities, and to maintain up to date technical and professional knowledge relevant to the post.

• Handle confidential and sensitive information, both staff and patient, in line with Trust policies and procedures including Information Governance, Data Protection and Caldicott guidelines.

• Adhere to all Trust and local policies including the timely completion of Statutory and Mandatory training appropriate to the role.

• The role requires the post holder to be a member of the IT On-Call Team, providing out of hours support on a rota basis.

• Undertake any other appropriate duties as specified by the Technical Operations Manager & the Digital Operational Management Team.

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