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Job Group: : Professional and Technical




Job Title:

Senior IT Network Operations Engineer


Position No:

Directorate/ CSC: Corporate Services


Approved Matching Classification

Existing Grade:

Band 8a


Job Analysis

Unit: ICT Services


Job Evaluation

Base Location: St James Hospital, Portsmouth, Rodney Road, Portsmouth or Queen Alexandra Hospital, Cosham


Pay Band code: Band 8a, Score 551

Reports to:

IT Operations Manager - Infrastructure


Accountable to:

Head of IT Operations


Entered By: SL and VR

Job Purpose


Play a leading senior technical role in the provision of effective, efficient and fully integrated ICT operational services

that maximise their availability and integrity for end-users and optimise the value gained by the Trust from its

investment in ICT. This will be achieved by;



Designing multiple network architectural models with varying complexities ensuring business strategy and processes

are considered in translation to IT solutions;



Ability to operate across organisation and computer technology ‘silos’ to drive common approaches across the Trust

enterprise network architecture;



Acting as champion for the department’s ITIL processes, providing professional guidance in and execution of Incident,

Change, Release, Problem, Performance, and Availability Management;



Provide leadership in enterprise network architecture technologies when working with external vendors, suppliers and

other stakeholders.


Key Dimensions

1. Budgets No budget responsibilities, but influence over products selection for ICT capital programme of c.


2. Staff No direct reports.


Head of IT Operations Band 8c ICT Operations IT Operations ICT Operations IT Operations Manager
Head of IT
Band 8c
ICT Operations
IT Operations
ICT Operations
IT Operations
Manager (SD)
Manager (Hosting)
Band 8a
Band 8b
Band 8b
Band 8a
Band 8a

Trust Organisational Expectations

The post holder will:

1. Proactively and positively contribute to the successful overall performance of the Trust.

2. Deliver excellent levels of customer service to all patients/visitors and staff at the Trust.

3. Develop effective ways of working and create strong partnerships and relationships with all stakeholders to support the implementation of the Government’s policies on Health.

4. Develop an organisational culture that fosters collaborative working among all staff groups, to ensure a focused commitment to delivering quality services and outcomes.

5. Act as an advocate for the Trust & its contribution to the Health Service arena through creating effective partnerships and relationships with internal and external stakeholders.

6. Comply with corporate governance structure in keeping with the principles and standards set out by the Trust.

7. Support the Trust culture of collaborative, flexible cross-team working and commitment to delivering quality services and outcomes, which support the Government’s policies on public health

8. If your employment is to a post that requires you to be registered with a professional body, the continuation of your employment is conditional upon you continuing to be registered with the appropriate professional body. The Trust will require evidence of current registration.

9. In compliance with the Trust's practices and procedures associated with the control of infection, you are required to:

Adhere to Trust Infection Control Policies assuring compliance with all defined infection control standards at all times.

Conduct hand hygiene in accordance with Trust policy, challenging those around you that do not.

Challenge poor practice that could lead to the transmission of infection.

Shared Core Functions

1. Proactively and positively contribute to the achievement of deliverables through individual and team effort. Manage the production of the required deliverables and control risks,

2. Support team members to deliver on their functionally relevant objectives through offering advice, guidance and support as appropriate.

3. Ensure that approved budgets are spent effectively and in accordance with agreed procedures

4. Liaison with Senior Professionals and related functions to ensure that work is neither overlooked nor duplicated

5. Build and sustain effective communications with other roles involved in the shared services as required

6. Maintain and continuously improve specialist knowledge in an aspect of Health Service which significantly contributes to the Trust’s stated objectives & aims

7. Establish and maintain strategic links with a range of external partners/stakeholders or manage the links made through the team. Engage with external partners/stakeholders to gain their necessary level of contribution & commitment to the successful delivery of your work.

8. Undertake proactive horizon scanning for either developments relating to Trust work or opportunities for Trust involvement around health issues

9. Increase the level of knowledge & skills within the Trust through documenting key learning and supporting others to develop their professional abilities.

10. Dissemination of knowledge through engagement in report writing, and reviewing, taking full responsibility for technical accuracy and reliability and being sensitive to the wider implications of that dissemination.

11. Ensure that expertise is seen as a resource within and outside the Trust and form working partnerships with government departments, national agencies and key stakeholders.

12. Develop structures, systems, ways of working and personal values that will support the Trusts sustainable development objectives with regard to issues such as Carbon reduction and waste minimisation; and to encourage all stakeholders of the Trust to act as enthusiastic agents of change.

Specific Core Functions

Network Design and Hosting

1. Working alone on complex network infrastructure and modifications to existing network components, or with partners, vendors or colleagues on enterprise systems. Specifies user/system technical requirements, including the overall management of the network implementation and transition into both the Operational Service and Data Centre.

2. Participate in projects including, but not limited to network design, product design, network expansions and Data Centre Scale outs.

3. Designs and completes detailed analysis of network solutions (fixed and wireless) which meet security standards and are resilient in the event of disaster.

4. Designs and executes network test plans, to verify correct operation of implementations.

5. Documents all work using required standards, methods and tools, including internal tools where appropriate.

6. Prepares and maintains operational documentation for relevant network equipment within the Trusts Data Centres. Advises other ICT staff on the correct and effect use of network related system software.

7. Collects network and application performance data to monitor new and existing services either against their published service level agreements or to aid in the defining of these service level agreements. Monitors both resource usage and failure rates of installed equipment and provides feedback to IT Operations Infrastructure Team.

8. Gathers performance statistics from the hosted network devices and application systems to enable recommendations for the tuning of applications and Infrastructure. Initiate network parameters to maximize throughput and efficiencies.

9. Provide the Infrastructure Architects with design support and implementation expertise required to aid in the successful deployment and transition of new services.

Software and Hardware Installation

10. Initiates network device software builds ready for loading onto the target hardware. Held within a configuration management standard arrangement, conducts a series of tests and records the details of any failures.

11. Installs or removes network hardware and/or software, using installation instructions and tools, follows agreed standards. Adheres to the ICT Change and Release Management Process for all software and hardware changes.

12. Reports details of all Core network related hardware/software items that have been installed and removed so that configuration management records can be updated.

13. Contributes, as required, to the development of installation procedures and standards.

Software and Hardware Installation

14. Produces test specifications as required for testers to follow, carries out fault diagnosis relating to extreme complex problems as part of installations, reporting the results of the diagnosis in a clear and concise manner.

15. Adheres to the ICT Change and Release Management Process for all software and hardware changes.

16. Reports details of all network hardware/software items that have been installed and removed so that configuration management records can be updated.

17. Contributes, as required, to the development of installation procedures and standards.

Infrastructure Developments/Innovation

18. Contribute high-level specialist expertise to the development and innovation of network related technical strategies and wider ICT strategies as appropriate.

19. Manage the successful implementation of new or modified network elements within approved ICT development projects to meet project timescale and budgetary targets.

20. Keep abreast of ICT developments and technologies in order to effectively carry out the duties of the post and make recommendations for bringing benefits to our customers and improving service delivery.

Business Analysis

21. Works with colleagues and IT users to investigate ICT operational requirements functions that contribute to improvements in the application of ICT and the development of new or changed processes/procedures and ICT Infrastructure.

22. Takes part in customer meetings and assists in presenting issues and solutions both orally and in writing.

23. Documents work using the required standards, methods and tools within the Trust Project Management Policy.

24. Advise colleagues and customers in defining acceptance tests for new and existing ICT system developments.

25. Initiate the defining, planning and justifying in business terms projects to develop/implement for new or existing ICT systems.

ITIL Processes

Change & Release Management

26. Initiate the production of schedules of requests for change (RFC) for managing changes to the live infrastructure.

27. Initiate the provision of awareness material to customers and IT users to explain the purpose, impact and if required the risk assessment of technical changes.

28. Initiate the preparation of software and hardware implementation procedures with test plans, fall back contingency plans.

29. Installs and tests new versions of system software.

Problem Management

30. Diagnosis of complex and recurring ICT incidents in order to reduce the number of ICT service failures and improve the IT user experience.


Conduct trend analysis resulting in the identification of complex faults within the ICT Infrastructure, create workarounds and implement a permanent fix to the root cause.


Conduct major problem reviews with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Out come of the review should also identify how to prevent the reoccurrence of the major problem.


Maintain the ICT Problem Management Information database, to demonstrate the effectiveness of the process, impact of the problem resolution, outstanding known errors, workaround, and contribution to the annual service improvement programme.


Advise and train other ICT operational staff on the best available workaround for incident resolution to known errors.

Incident Management


Following agreed procedures, provides advice on systems, and ICT services as part of the incident resolution.


Provides an effective interface between IT Users and service providers, including external commercial suppliers where applicable.


Ensures incidents resolution are documented, external commercial supplier progress checking, and ensuring all relevant diagnosis information is provided to external commercial suppliers for error resolution and incident analysis.


Enables the ICT Operations Department in meeting the performance management programme by influencing the delivery model for meeting KPIs for incident management.


Provides information on updates and known errors to colleagues within ICT Operations.


Interprets highly complex technical or procedure manuals on behalf of non technical IT Users and colleagues within ICT Operations.


Provides routine training for colleagues within ICT Operations in incident diagnosis, resolution, known solutions and changes in availability.



Sets security policies and influences IT Users in defining their needs for new access rights and privileges.


Analyze network traffic patterns and responds to security issues.


Provide advanced level technical support for network related security products.


Provides professional advice for enquires related to clinical information and personal information security.

46. Provides professional technology subject matter expertise advice to the department’s business contingency planning.


Job Holders are required to:

1. Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training.

2. Participate in a Rota system for on-call services.

3. Provide cross matrix support across the three operational functions within ICT Operations, Operations Centre, Service Operations & Infrastructure Services.

4. Other tasks as directed by the ICT Operational Management Team.

5. Core operating hours are 08:00 20:00, Monday to Friday

6. Travel between health sites will be required, Travel to conferences, seminars and supplier presentations will be required, and on occasions staying away from home would be required.

7. Always keep requirements in mind and seek out to improve, including achieving customer service performance targets.

8. Adhere to Trust policies and procedures, e.g. Health and Safety at Work, Equal Opportunities, and No Smoking.

9. Act in such a way that at all times the health and well being of children and vulnerable adults is safeguarded. Familiarisation with and adherence to the Safeguarding Policies of the Trust is an essential requirement for all employees. In addition all staff are expected to complete essential/mandatory training in this area.

10. Respect the confidentiality of all matters that they may learn relating to their employment and other members of staff. All staff are expected to respect the requirements of the Data Protection Act 1998.

Job Description Agreement

Job Holders name:



Job Holders signature:


Senior Officer/ Chief of Service



Name (print)





Title: ………………………………………………………………………………………………




Masters level qualification or equivalent in computer science or related field.

Technical accreditation in at least two or more of the following; CCNA\CCNA Data Centre, CCNP, CCP-N, VCP.

ITIL Foundation Certificate.

Prince2 Foundation Certificate

Evidence of continuing professional development


PRINCE2 Practitioner Certificate.

Cisco Certified Design Associate (CCDA)

Cisco Certified Network Associate- Wireless (CCNAW)



At least five years experience working in a tiered, enterprise scale, Data Center network.

Strong grasp of TCP/IP, routing, switching, and routing protocols including OSPF.

Advanced knowledge of Cisco, Netscaler and Checkpoint hardware and software.

Strong grasp of Load Balancers, and firewalls.

Experience of VMware and Citrix virtualized networking.

In depth knowledge of virtualized Windows environments.

Excellent understanding of Cisco Nexus technology.

Advanced hands on configuration skills with network devices.

Advanced troubleshooting of network connectivity and routing issues.

Management of network Incidents.

Management of Events and Alerts.

Advanced technical management of escalations from teams and other departments.

Advanced theoretical and enterprise knowledge across two or more information technology platforms: Database administration, Server Virtualisation, Desktop Virtualisation, Data & Voice Networking, Messaging, Storage Area Networks, Security, Mobility, Server & Peripheral Hardware.

Significant experience of IT Service Management, Incident Management, Problem Management, Change

Management, Performance Management & Availability Management.

Significant experience in leading highly complex technical problems to resolution, including managing external suppliers.

Significant experience in project delivery of technical projects.

Experience in assisting with report writing, being operating procedures, options appraisals, risk analysis, user guides.



Solid in-depth experience of supporting, administering and designing enterprise networks

Cisco CCNP/CCIE or equivalent

Desktop and Server virtualisation technologies experience

Must be able to demonstrate experience and high level knowledge of support, administration and design.

Cisco core products including routing, switching, hardware, support, fibre.

Microsoft Active Directory Infrastructure

Microsoft Windows desktop operating systems and office applications.

Storage technologies

Virtualisation Server & desktop technologies, preferably VMWare & Citrix.

Network security and protection systems such as Extranet design, encryption, firewalls, certificates, mail & web filtering, AV, NAC.

NAS / SAN storage infrastructures e.g. NetApp/EMC

Deployment and use of monitoring tools (e.g. Solarwinds) for proactive infrastructure management

Networking skills (switching, routing, VLANs, PoE, WLAN)

Extensive knowledge of maintaining and troubleshooting networks

Experience of building, managing and maintaining high availability networks with Cisco devices

Experience of Cisco ASA, configuration and management

Experience of Checkpoint Firewalls, VPN and IPSec tunnel configuration and management

Experience of implementing network monitoring solutions

Experience of managing and maintaining load balancing equipment

Switches Firewalls Routers Mail Appliances IPT / VoIP Remote Access WAN Links


Excellent skills in Java Script, scripting. .



Service-orientated, customer-focused.

Self-motivated, enthusiastic and confident.

Ability to work and excel in a fast paced environment.

Methodical, logical and numerate.

Patient and flexible, able to operate as part of a team, accepting others’ opinions as being as valid as her/his own.

Mobility, clean driving license and access to a vehicle essential

Ability to travel across sites, training courses and conferences

Flexible approach to work outside normal office hours, when and if the need arises.