ROLE PROFILE
ICAST
Role Title
Infrastructure Operations Engineer
Section
IT & Telecommunications – Infrastructure Services
Directorate
Network Strategy & Technical Support
Reports To
Infrastructure Operations Manager
Primary
Location
Manchester
Date
May 2014
PURPOSE
The Infrastructure Operations Engineer is a new role as a result of in-sourcing IT
operations into two new build centres within the Electricity North West estate.
The role reports to the Infrastructure Operations Manager who is responsible for the
provision of data centre and end user computing operations supporting around 1700
business users on a 24x7 basis. The data centres will include around 400 servers –
substantially virtualised, 240 corporate applications and 270 databases. In particular
this includes the highly critical real time SCADA telemetry system controlling the
electricity distribution network..
The Infrastructure function is responsible for three strategic objectives in 2014-15;
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Data Centre construction
Migration of IT infrastructure and applications
Transition of support services from the current outsourced provider to an in house
Data Centre team.
The Infrastructure Operations Engineer will be instrumental in achieving the migration
and transition objectives.
In 2015 onwards there are a number of change programmes which will require
significant infrastructure upgrade projects and the role will ensure these are delivered
to time and budget.
All IT services are managed to stringent SLAs and the Infrastructure Operations team
will play a key part in incident management and resolution.
The Infrastructure Operations Engineer will also respond to critical out-of-hours
incidents and be capable of providing hands on support where necessary.
Electricity North West Limited – Human Resources
Role Profile
ROLE PROFILE
PRINCIPAL ACCOUNTABILITIES
The principle role accountabilities are:
Technology:
The Infrastructure Operations Engineer will be responsible for:
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The on-boarding of the IT infrastructure to the new data centres.
The ongoing support and maintenance of the servers, SAN and NAS storage,
backup systems and databases plus 150 specialised workstations. Technologies
employed are Windows, Unix Linux Citrix, VMware, Solaris, Oracle and SQL and
will exposure to network concepts.
The service availability of server and storage hardware, ensuring a 24x7x365
running for the real time applications.
The monitoring of the capacity and performance of the estate and initiating
actions or recommendations as appropriate.
Coordinating and facilitating the regular disaster recovery testing of around 40
systems and underpinning infrastructure.
The implementation, maintenance and monitoring of security mechanisms as
agreed with the IT Information Security Officer.
The development of processes, procedures and associated documentation.
Budgets:
The Infrastructure Operations Engineer has no direct budgetary responsibility but will
need to be aware of the Regulated environment in which ENWL operates and will
need to become familiar with budgetary and operational finance in order to create
business cases and recommendations for service improvement.
Team management:
The Infrastructure Operations Engineer will be responsible for:
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Balancing their time across project and programme delivery (20%), service
management (80%) working with the Infrastructure Operations Manager to
ensure that competing demand for the time is effectively managed.
Ensuring that the function operates in line with both the company’s and statutory
Health and Safety and CSR (Corporate Social Responsibilities) requirements.
IT Service Management:
The Infrastructure Operations Engineer is responsible for:
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End-to-end delivery of all services supported by the function and following
existing IT&T service management processes.
Electricity North West Limited – Human Resources
Role Profile
ROLE PROFILE
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Liaison with all parties responsible for managing live services including internal
external and offshore service support teams and vendors.
Ensuring that all service information and data (including the service catalogue
and service level measures and targets) is kept current, working closely with
IT&T managers.
Working closely with IT&T teams (including outsourcing, offshore and other
framework partners) to identify and implement improvements to services
(including Infrastructure services and wider IT&T services as appropriate) and to
the service management processes.
Change Delivery:
The Infrastructure Operations Engineer will be responsible for implementation of new
and amended infrastructure technology, supporting service improvement initiatives,
product upgrades, applications projects and business change programmes.
The Infrastructure Operations Engineer will ensure that changes are aligned to the IS
strategy and roadmap, investment plans and budgets, and that selected solutions are
assured against appropriate architecture policies, principles and standards via IT&T
assurance activities.
IT&T Processes
The Infrastructure Operations Engineer will be responsible for the implementation
and adherence to standard IT&T processes.
Electricity North West Limited – Human Resources
Role Profile
ROLE PROFILE
KEY MEASURES AND TARGETS (Performance Indicators)
Key measures and targets for the Infrastructure Operations Engineer are:
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Delivery of agreed service level targets for the Infrastructure function as
documented in the service catalogue, and agreement on service improvement
targets where required during the standard service review cycle
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Ongoing development of the Infrastructure function and its service provision in
order to align service levels to meet agreed business requirements, supporting
any necessary commercial negotiations with suppliers to achieve the required
service levels (including increased or decreased service level targets and related
changes to supplier contracts where necessary)
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Identification of service improvement opportunities, efficiencies and associated
change initiatives within the function and across IT&T
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Delivery of change initiatives (projects and business-as-usual changes) within the
agreed constraints of time, cost and quality
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Execution of IT&T cross-functional processes for the Infrastructure function,
including creation and ownership of all the function’s required outputs to schedule
and quality requirements.
KEY RELATIONSHIPS
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Infrastructure Architect,
Back & Front office systems teams,
Telecommunications team,
Real Time Systems team
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IT Information Security Officer
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Electricity Distribution Control Room team
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Third party suppliers including vendors, service management providers for
outsourced services and system integrators both offshore and on shore
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ENWL commercial team
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ENWL procurement team
Electricity North West Limited – Human Resources
Role Profile
ROLE PROFILE
KNOWLEDGE AND EXPERIENCE
Proven experience of infrastructure support within a 24x7 environment
Experience of working in a mixed support environment (internal and external support
teams, on- and off-shore resources, outsourced services)
Experience of meeting stringent SLAs working within an ITIL problem and incident
management process.
Experience of implementing new and upgraded infrastructure
Good written and oral communication skills with the ability to engage effectively with
internal and external personnel
Knowledge and understanding of working within industry-standard IT service
management methods (ITIL v3 knowledge and accreditation desirable)
Experience of working within a structured project environment.
Ability to provide effective and clear reporting to management on incident
management
Degree level or equivalent qualifications or experience required.
Knowledge, hands on experience and certification of a substantial proportion of the
items within one or more of the technical towers listed below:
Microsoft Technology
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Microsoft Operating Systems (Windows 2003/2008 server)
Microsoft Clustering Services
Active Directory, DNS, DHCP
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Messaging Services (Microsoft Exchange, Blackberry, Lync)
Patch Management Tools and Application Packaging (SCCM / WSUS)
Sharepoint
MS Dynamics
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Microsoft Certified (MCTS, MCITP or MCSE)
Server Management
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Unix / Linux Operating systems i.e. Solaris, Aix, Redhat
Blade Server infrastructure (Cisco UCS)
Unix Clustering Services
RH Certified Engineer
Virtualisation and Storage
Electricity North West Limited – Human Resources
Role Profile
ROLE PROFILE
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OS Virtualisation (VMware / LDOMS / LParts)
Storage (EMC & Sun SAN / NAS solutions)
VMWare Certified Engineer
EMC Certified Engineer
Citrix Certification
Database and Middleware
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Middleware & Integration Services (Webmethods, Oracle IAS)
MS SQL Database (All versions)
Oracle Database (All versions)
Oracle OCP certification
Microsoft MCDBA
Enabling Technologies
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Anti Virus (Trend Micro, Symantec, Mcafee)
Citrix
Backup (EMC Networker / Symantec Netbackup)
Web services i.e. IIS / Weblogic / Apache
Managed File Transfer i.e. Globalscape
Enterprise Job Scheduling (Control-M)
NTP
ITIL Processes and Service Management
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Service Asset & Configuration Management (SACM)
Capacity Management / Demand Management
Business Continuity / Disaster Recovery
Change & Release Management
Event Management
Electricity North West Limited – Human Resources
Role Profile
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Infrastructure Operations Engineer