Summary
As a trainee, you will work in an established team and support infrastructure operations engineers in their daily work, under their direction.
Background
Background Components
| Description | Background |
|---|---|
| Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets. Shows ability to carry out simple oral or written instructions efficiently and reliably. | Prior Knowledge and Skills |
Work Activity Components
| Title | Details |
|---|---|
| Implementation and controls | Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures. |
| Operations/control | Carries out routine operations that control data processing, peripherals, and communications and networking equipment – including start-up, shutdown and normal re-start procedures under supervision. |
| Monitoring and reporting | Carries out routine monitoring, logging and reporting tasks under supervision. Reports problems and other unforeseen or exceptional events to supervisor. Carries out and observes all associated administrative and clerical procedures. |
| Media operation | Handles movement of media to and from storage locations under supervision. Loads and unloads media onto devices and enters necessary commands to enable media to be used. |
| Operational procedures | Strictly follows all relevant instructions and procedures relating to malfunction, safety and security. |
| Maintenance and installation | Under supervision, contributes to routine maintenance and installation tasks. |
| Automation tools | Under supervision, administers job queues to ensure efficient job throughput and output |
Knowledge/Skills
Knowledge/Skills Components
| Title | Depth | Details | Type |
|---|---|---|---|
| Attention to Detail | Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete. | Behavioural Skills | |
| Verbal Expression | Communicating effectively using the spoken word. | Behavioural | |
| Written Expression | Communicating effectively in writing, such as reports and via emails. | Behavioural | |
| Teamwork | Working collaboratively with others to achieve a common goal. | Behavioural | |
| Infrastructure Architecture | Aware of | The frameworks and principles on which networks, systems, equipment and resources are based both on premises and cloud based. | Technical Knowledge and Skills |
| Operating Systems | Aware of | System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. | Technical Knowledge and Skills |
| Programming Languages | Aware of | A set of codes and syntax (supported by software tools) that enables the unambiguous translation of specified functionality into source code for the creation of computer programs. | Technical Knowledge and Skills |
| Telecommunications Protocols | Aware of | Rules for the inter-operation of networking components. | Technical Knowledge and Skills |
| Operational/Service Architecture | Aware of | Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency. | Technical Knowledge and Skills |
| Middleware | Aware of | Software which forms part of the operating platform infrastructure. | Technical Knowledge and Skills |
| Infrastructure Configuration | Aware of | Knowledge and understanding of infrastructure configurations. | Technical Knowledge and Skills |
| Cloud/Virtualisation | Aware of | The principles and application of cloud/ virtualisation (including ownership, responsibilities and security implications). Use of tools and systems to manage virtualised environments. | Technical Knowledge and Skills |
| Equipment Installation | Familiar with | Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments. | Technical Knowledge and Skills |
| Infrastructure/System Security | Aware of | The security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components, and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents affecting system hardware, software and other infrastructure components. | Technical Knowledge and Skills |
| DevOps | Aware of | The collaborative approach consisting of agile practices, processes, and procedures designed to facilitate rapid IT service and product delivery. DevOps emphasizes people (and culture) and seeks to improve collaboration between development (Dev) and operations (Ops) teams with the aim of shortening the systems development life cycle to provide continuous release of high-quality software. | Technical Knowledge and Skills |
| Operations Management | Aware of | Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities. | Other Knowledge and Skills |
| Risk Management | Aware of | Methods and techniques for the assessment and management of business risk including safety-related risk. | Other Knowledge and Skills |
| Time Management Techniques | Aware of | Methods and techniques for making effective use of own time. | Other Knowledge and Skills |
| Service Level Agreements | Aware of | The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. | Other Knowledge and Skills |
| Information Assurance | Aware of | Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. | Other Knowledge and Skills |
Training Activities
Training Components
| Title | Details |
|---|---|
| Operation of Computer Room Equipment used by Operations | Procedures, equipment and software used by operations staff in the normal course of their work. |
| Software Configuration | Installation, configuration and tuning of applications or systems software. |
| Hardware Configuration | Installation, configuration, tuning and integration of hardware devices used in the organisation. |
| Data Protection and GDPR | Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act). |
| Networking Protocols | The rules for the inter-operation of networking components. |
| Supplier/Service Provider Training | The installation, testing and commissioning of supplier specific-products and services in a variety of situations and locations. |
| Safe Working Practice | The application of good practice to work activities, ensuring a safe environment for both the worker and others in the vicinity. |
| Security Awareness | Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk. |
| Health and Safety | Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture. |
PDAs
PDA Components
| Title | Details |
|---|---|
| Participation in Group Activities | Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills. |
| Job Shadowing and Special Assignments | Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures. |
| Gaining Knowledge of Employing Organisation | Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology. |
| Gaining Knowledge of Surrounding Technical Areas | Gaining knowledge of IT activities in employing organisation external to own function. |
| Involvement in Professional Body Activities | Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content. |
Qualifications
Qualification Components
| Title | Awarding Body |
|---|---|
| ITIL Foundation | AXELOS |
| FEDIP Associate Practitioner | FEDIP |
Organisation Skills
| Framework » Organisation Category » Subcategory |
Skill Name and Description | Level |
|---|---|---|
| DDaT » IT Operations Job Family | IT Ops – Incident management
You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes. |
1 – Awareness
You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. |
| DDaT » IT Operations Job Family | IT Ops – Ownership and initiative
You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made. |
1 – Awareness
You can show an awareness of problem resolution processes. You can pass problems on to your team. |
| DDaT » IT Operations Job Family | IT Ops – Problem management
You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies. |
1 – Awareness
You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures. |
| DDaT » IT Operations Job Family | IT Ops – User focus
You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities. |
1 – Awareness
You can show an awareness or understanding of user experience analysis and its principles. You can explain the purpose of user stories and the focus on user needs. |
This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.
The Professional Body Responsible for this job family is BCS. This job role profile was created in collaboration with BCS, using Role Model Plus.