Job purpose

As one of two ICT Infrastructure Operational Leads you will jointly manage all infrastructure operations and be second-line support for incidents, problems and changes to solutions and services. You will be resoponsible for the organisation’s infrastructure and you will work alongside the Head of ICT and Service Operations Manager with internal customers and third parties to make key technical decisions on the onboarding of new services that underpin many of the SIA’s digital capabilities.

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Responsibilities

• Provide specialist technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement.

  • ​Lead on IT Health Checks, vulnerabiltiy assessements and remediation activities.

  • Recommend and implement changes to improve performance and security of products.

  • Liaise with the Service Operations Manager to identify incident trends and problem management activities.

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• 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.

  • Accountable for the technology availability, security and performance across the whole of the SIAdentify and implement opportunities for right-sizing, automation and cost optimisation through monitoring and resource usage.

  • Colloborate with technical assurance and architecture teams to implement new services based on requirements.

  • Resolving incidents in line with SLA and taking ownership of problem management related activities.

• Lead the interaction with a wide range of stakeholders to ensure the services we offer are secure, fit for purpose, available and capable of being relied upon implicitly by all service users. 

  • Lead on IT Health Checks, vulnerabiltiy assessements and remediation activities.

  • Creating and maintaining technical documentation for services and related processes.

• Monitor, maintain and independently develop the organisation’s virtual infrastructure, on premise applications and cloud services (SaaS) in line with the SIA Data and Digital Strategy.

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• Identify, recommend, collaborate and deliver, new innovative services across the SIA networks to ensure that we are delivering a secure, efficient and effective network.

  • Ensure service availability, security, and performance drives the function’s activities.

  • Support in the delivery of the SIA’s Cyber Security Strategy

  • Monitor and manage our incident managment and disaster recovery process, including enhancing the systems for cyber security protection.

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• Maintain and develop the organisation’s virtual infrastructure, on premise applications and cloud services (SaaS) in line with current strategy.

  • Adopt and implement best practiuce security configuration for virtual infrastrcuture, application suites and SaaS implementations.

  • Provide effective second and third line support resolving incidents escalated from the Service desk.

  • Collaborate with third party service partners and technical colleagues to implement and support PaaS/SaaS delivery in line with current strategy. 

  • Provide guidance and coaching to other members of the team.

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• Implement technical changes in line with the change management policy to support BAU and project led activities.

  • Assist and enhance the Business Continuity and Disaster Recovery approach.

  • Undertake any other reasonable duties as requested from time to time, within the job-holders capabilities.

  • Communicate with stakeholders and provide Relevant Knowledge, Skills and Experience

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