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Infrastructure Engineer

Employer
KINGS COLLEGE LONDON
Location
London (Greater) (GB)
Salary
£56,848 - £58,443 per annum including London Weighting Allowance
Closing date
12 Jun 2022

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Job Type
Professional Services, IT Services
Contract Type
Permanent
Hours
Full Time

Job Details

Job description

This role exists to ensure the day-to-day running of King’s College London’s core Private Cloud Infrastructure services are delivered to the highest standards, ITIL framework practices, and in accordance with defined college service level agreements.   

 

As a key part of supporting the 30,000+ King’s College London users, the role includes proactive and reactive support, management, and maintenance of all aspects of the college central IT converged / hyper converged compute & storage Private Cloud Infrastructure, including hosted virtualisation technologies, the adoption of new services and technology into production, managing change, problems and responding to incidents and service requests based on priority.  

 

The role is also responsible for the delivery of projects involving new innovative technologies and services, such as private / hybrid cloud and hyper converged infrastructure, integration with other technologies / systems, automation opportunities, and for identifying and delivering continuous service improvement, ensuring that the college has appropriate and highly available Infrastructure services to support its ongoing applications and data services hosting needs.  

 

This post will be offered on a full-time, indefinite contract.

 

Key responsibilities:

  • Responsible for the successful operation and delivery of Virtualisation, Server and Storage services, within an ITIL aligned Service Management framework, and in line with college standards and Service Levels.
  • Responsible for the resolution of incidents and service requests associated with the Private Cloud Infrastructure and hosted services.
  • Responsible for supporting the design, delivery, and operational requirements of technological change across the Private Cloud Infrastructure services, such as the introduction and integration of new and innovative technologies.
  • Responsible for the security, resilience, and monitoring of the college Private Cloud Infrastructure services.
  • Represent the Infrastructure services team in Change Advisory Board meetings, and daily and weekly service meetings.
  • Responsible for maintaining high service levels, and enacting business continuity arrangements as required.
  • Responsible for fostering a practice of collaboration and continuous improvement within and outside of the Infrastructure team.
  • Responsible for identifying and undertaking Service Improvements.
  • Responsible for representation and ownership of Infrastructure projects and deliverables as required.
  • Responsible for identifying opportunities to reduce environmental impact and implementing improvements.
  • Responsible for working closely with and collaborating with the other teams within King’s Central IT, the wider college and 3rd parties / vendors to provide an excellent overall IT Service.
  • Responsible for contributing to, owning, designing, and delivering proposed solutions to ensure they are fit for purpose, technically viable, and provide optimal service / value for money.
  • Responsible for the adoption into service of new solutions ensuring operational suitability.
  • Responsible for responding to customer improvement activity.
  • Responsible for representing the Private Cloud Infrastructure team as required.
  • Deputation for Private Cloud Infrastructure team lead and manager as required.

Key objectives:

  • To deliver Private Cloud Infrastructure services in line with the agreed service levels.
  • To ensure all Private Cloud Infrastructure services are maintained to the correct architectural and technical best practice specifications.
  • Be a stakeholder in determining whether a new release, affecting a service in production, is ready for promotion.
  • Contribute to the delivery of updates or solutions to the IT environment.
  • Possess and maintain a detailed understanding for all King’s College London’s Private Cloud and other associated infrastructure.
  • To operate in line with the College IT Operating Model and Values and to promote these inside and outside team.
  • To contribute to the Private Cloud Infrastructure service/product strategy and long-term roadmap.
  • To assist the Infrastructure team and manager to prioritise and deliver against incidents, service requests, problems and change requests
  • To assist in the prioritisation and delivery of the product backlog for service improvements, projects and other team deliverables.
  • To drive operational excellence across IT / Private Cloud Infrastructure services.

Communication & networking:

  • Develop and maintain collaborative and inclusive relationships with peers, key College stakeholders, management, and colleagues.
  • Develop and maintain good morale within the team.
  • Utilise effective communication skills to ensure opportunities for service improvement, issues, service targets, objectives and strategies are clearly understood.

Decision making, planning & problem solving:

  • To develop and continually improve the college Private Cloud Infrastructure services.
  • To deliver statistical information about Private Cloud Infrastructure services leading to improved services.
  • Work with the Infrastructure team and manager to create a prioritised forward plan of activities and resources, and ensure these are implemented.
  • Ensure the root cause of high priority and escalated incidents are obtained and actively seek to eliminate such root causes through a practice of continuous improvement.
  • Identify and implement service improvements for the service that optimise costs, resources and the quality of services delivered.

Architectural and service delivery:

  • Adhere to a best practice Service Management and Architectural framework (e.g. ITIL, TOGAF)
  • Ensure that user experience and satisfaction is at the forefront of all activities.
  • Drive measured customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Infrastructure services.
  • Keep abreast of changing trends and market developments of current and future technologies aligned to the college’s Private Cloud Infrastructure.
  • Identify new Private Cloud Infrastructure technology opportunities that can provide benefit to the College

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

 

Skills, knowledge, and experience

Essential criteria

1.        Demonstrable operational monitoring, management and troubleshooting skills and experience of problem resolution methodologies with virtualisation, converged and hyper converged infrastructure technologies (E) 

2.        Demonstrable design experience, covering virtualisation, converged and hyper converged infrastructure technologies (E) 

3.       Good working Knowledge of IT Security protocols, processes, policies and standards (E)

4.       Experience of working with ITIL based Service processes and functions including ITSM tools, Service Desks and Service Process Managers (E)

5.       Experience and knowledge of supporting technical solutions in a complex, multi-stakeholder environment (E)

6.       Proven experience of working and delivering projects and service improvements within structured waterfall projects, as well as Agile engagements (E)

7.       Proven ability to write technical documentation, operational run books and manuals (E)

8.       Experience in IT services disaster recovery methodologies in support of business continuity requirements (E)

9.       Ability to identify and manage own priorities, as well as set and achieve goals / objectives for self against personal development plans (E)

10.     Willingness to maintain and update professional and technical knowledge and a commitment to continuous improvement (E)

11.     Ability and willingness to travel to and work within the different KCL campus computer rooms across central London, as well as UK Datacentres in Slough and Leeds when required for projects and major incidents (E)

12.     Ability and willingness to work outside of normal business hours for both project activities and support on call rota (E)

 

Desirable criteria

1.        Education to degree standard and/or equivalent qualifications/experience (D)

2.       Certifications covering the knowledge of Dell VX-Rail Hyper Converged Infrastructure, including VMWare and vSAN technologies, HPE rackmount servers, Enterprise and Research Storage solutions, Microsoft Virtualisation Hypervisors, Windows / Linux Operating Systems, as well as new and emerging technologies and services such as private / hybrid cloud solutions (D)

3.       Demonstrable experience covering the knowledge of Dell VX-Rail Hyper Converged Infrastructure, including VMWare and vSAN technologies, HPE rackmount servers, Enterprise and Research Storage solutions, Microsoft Virtualisation Hypervisors, Windows / Linux Operating Systems, as well as new and emerging technologies and services such as private / hybrid cloud solutions (D)

4.       ITIL qualification (Foundation Minimum) (D)

5.       Familiarity of public and hybrid cloud solutions including the assessment and migration of services (D)

Company

King's College London is one of the top 20 universities in the world and among the oldest in England. King's has more than 27,600 students (of whom nearly 10,500 are graduate students) from some 150 countries worldwide, and some 6,800 staff.

King's has an outstanding reputation for world-class teaching and cutting-edge research. In the 2014 Research Excellence Framework (REF) King’s was ranked 6th nationally in the ‘power’ ranking, which takes into account both the quality and quantity of research activity, and 7th for quality according to Times Higher Education rankings. Eighty-four per cent of research at King’s was deemed ‘world-leading’ or ‘internationally excellent’ (3* and 4*). The university is in the top seven UK universities for research earnings and has an overall annual income of more than £684 million.

King's has a particularly distinguished reputation in the humanities, law, the sciences (including a wide range of health areas such as psychiatry, medicine, nursing and dentistry) and social sciences including international affairs. It has played a major role in many of the advances that have shaped modern life, such as the discovery of the structure of DNA and research that led to the development of radio, television, mobile phones and radar.

King's College London and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts are part of King's Health Partners. King's Health Partners Academic Health Sciences Centre (AHSC) is a pioneering global collaboration between one of the world's leading research-led universities and three of London's most successful NHS Foundation Trusts, including leading teaching hospitals and comprehensive mental health services. For more information, visit: www.kingshealthpartners.org.

King’s £600 million campaign, World questions|KING’s answers, has delivered huge global impact in areas where King’s has particular expertise. Philanthropic support has funded new research to save young lives at Evelina London Children’s Hospital; established the King’s Dickson Poon School of Law as a worldwide leader in transnational law; built a new Cancer Centre at Guy’s Hospital; allowed unique collaboration between leading neuroscientists to fast-track new treatments for Alzheimer’s, Parkinson’s, motor neurone disease, depression and schizophrenia at the new Maurice Wohl Clinical Neuroscience Institute; created the Cicely Saunders Institute: the first academic institution in the world dedicated to palliative care, and supported the King’s Sierra Leone Partnership in the Ebola crisis. Donations provide over 300 of the most promising students with scholarships and bursaries each year. More information about the campaign is available at www.kcl.ac.uk/kingsanswers.

Company info
Mini-site
KINGS COLLEGE LONDON
Telephone
+(44)02078365454
Location
STRAND
LONDON
WC2R 2LS
United Kingdom

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