Principal Infrastructure Operations Engineer

Summary

A principal infrastructure operations engineer leads and directs IT operations specialist teams in monitoring, operating and supporting technical solutions.

At this role level, you will:

develop the strategic and tactical roadmaps for technologies and services, ensuring they are future-proofed and the organisation derives maximum value from investment in technologies
own the operational relationships with suppliers, ensuring services and products are aligned to industry best practice and regulatory and contractual requirements

Background

Background Components

Description	Background
Has good overall knowledge of numerous areas of information systems and applications. Has a thorough understanding of the management processes associated with the IT infrastructure. Understands system auditing practices and acknowledges the need to maintain a practical and pragmatic approach to standards compliance. Communicates well, both orally and in writing, and has the skill to influence through persuasion in a formal context.	Prior Knowledge and Skills
Has gained expertise in the alignment of performance setting and assessment with organisational goals. Understands processes and procedures of performance management. Manages projects and organises the work of others. Demonstrates a responsible and disciplined approach, even under pressure. Has excellent and developed communication and negotiation skills. Understands the legal and best practice requirements of human resource management. Has a positive attitude towards diversity principles.	Prior Knowledge and Skills

Description

Background

Has good overall knowledge of numerous areas of information systems and applications. Has a thorough understanding of the management processes associated with the IT infrastructure. Understands system auditing practices and acknowledges the need to maintain a practical and pragmatic approach to standards compliance. Communicates well, both orally and in writing, and has the skill to influence through persuasion in a formal context.

Prior Knowledge and Skills

Has gained expertise in the alignment of performance setting and assessment with organisational goals. Understands processes and procedures of performance management. Manages projects and organises the work of others. Demonstrates a responsible and disciplined approach, even under pressure. Has excellent and developed communication and negotiation skills. Understands the legal and best practice requirements of human resource management. Has a positive attitude towards diversity principles.

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	Provides technical leadership to optimise the performance of IT infrastructure.
Monitoring and reporting	Ensures that operational issues are identified, recorded, monitored and resolved. Provides appropriate status and other reports to specialists, users and managers.
Operational procedures	Aligns all operations procedures to service expectations, security requirements and other quality standards. Ensures that operational procedures and documentation are fit for purpose and kept up to date.
Maintenance and installation	Oversees the planning, installation, maintenance and acceptance of new and updated infrastructure components and infrastructure-based services. Defines safety and security procedures to be followed, and delegates tasks at the appropriate level.
Problem management	Conducts investigations of significant operational outage and provides recommendations for problem mitigation. Initiates reviews of infrastructure performance to surface and resolve problems and build infrastructure resilience.
Service levels	Ensures that the IT infrastructure team meet Service or Operational Level Agreements. Reports and presents service level information to stakeholders. Reviews service level information and reports to stakeholders. Recommends appropriate action.
Automation tools	Investigates and manages the adoption of tools, techniques and processes (including automation) for the management of systems and services.
Development needs	Determines development needs for a professional practice area. Aligns development activities with organisational priorities, learning and development strategies and career pathways.
Communities of practice	Promotes the establishment and ongoing development of one or more community of practice (CoP). Encourages participation and ensures alignment with organisational needs.
Lead, manage and supervise	Manages, supports and guides the work of groups of staff in line with organisational strategy.
Probationary period and contract	Defines and manages probationary periods, setting out the requirements of the job, monitoring progress (e.g., regular interviews) and reacting to variances from expectations, organising training and development as required within appropriate timescales.
Work allocation, support and delegation	Allocates responsibilities, including supervisory and assigns packages of work to groups of staff. Ensures that work packages are aligned with the particular skills and abilities of teams. Supports teams in the delivery of work packages. Delegates work to individuals and teams, taking full account of skills and capabilities.
Guidance, performance and feedback	Optimises the performance of people, measuring and reporting on performance against agreed quality and performance criteria. Collects data on the performance of groups of staff. Gives regular feedback to teams and senior staff as to team performance on work packages.
Formal appraisals	Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs. Participates, as appropriate, in formal processes such as compensation negotiations, grievance procedures, and disciplinary procedures.
Empowerment and role model	Facilitates effective working relationships within and between teams of staff. Motivates groups of staff and teams towards a high level of performance. Engages with and empowers groups of staff. Acts as a role model for groups of staff, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics.
Team dynamics	Integrates staff into teams to perform packages of work, taking account of individual and team capabilities. Consider the importance of skill mix within teams. Is sensitive towards team
Career paths and mentoring	Advises individuals on career paths and encourages pro-active development of skills and capabilities. Provides mentoring to support professional development.
People processes	Participates, as appropriate, in formal processes such as compensation negotiations and disciplinary procedures.
Transformation and change	Manages teams involved in significant transformation projects and/or during times of change, aligning change programmes with staff skills and capabilities. Supports staff, through difficult and challenging change programmes.

Knowledge/Skills

Knowledge/Skills Components

Title	Depth	Details	Type
Improvisation		Dealing effectively with unexpected situations in a timely manner, taking advantage of opportunities and overcoming problems.	Behavioural Skills
Attention to Detail		Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.	Behavioural Skills
Organisational Awareness		Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.	Behavioural Skills
Cross-Functional and Inter-Disciplinary Awareness		Understanding the needs, objectives and constraints of those in other disciplines and functions.	Behavioural Skills
Interacting with People		Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.	Behavioural Skills
Influence, Persuasion and Personal Impact		Conveying a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of authority.	Behavioural Skills
Teamwork		Working collaboratively with others to achieve a common goal.	Behavioural
Leadership		Clearly articulating goals and objectives and motivating and leading others towards their achievement.	Behavioural Skills
Providing Direction		Directing others to undertake specified tasks within a defined timescale.	Behavioural
Delegation		Delegating tasks, responsibilities and authorities effectively.	Behavioural
Follow-up and Monitoring		Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.	Behavioural Skills
Infrastructure Architecture	Expert in	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	Expert in	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	Proficient in	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	Expert in	Rules for the inter-operation of networking components.	Technical Knowledge and Skills
Operational/Service Architecture	Expert in	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	Expert in	Software which forms part of the operating platform infrastructure.	Technical Knowledge and Skills
Infrastructure Configuration	Expert in	Knowledge and understanding of infrastructure configurations.	Technical Knowledge and Skills
Cloud/Virtualisation	Expert in	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	Expert in	Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.	Technical Knowledge and Skills
Infrastructure/System Security	Proficient in	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	Proficient in	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
Presentation Techniques	Proficient in	Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences.	Other Knowledge and Skills
Appraisal Techniques	Proficient in	Methods and techniques for appraising an individual’s performance and potential.	Other Knowledge and Skills
Operations Management	Proficient in	Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.	Other Knowledge and Skills
Budgets	Familiar with	Principles, methods, techniques and tools for the preparation and monitoring of budgets to manage costs and ensure cost-effectiveness and value for money.	Other Knowledge and Skills
Risk Management	Proficient in	Methods and techniques for the assessment and management of business risk including safety-related risk.	Other Knowledge and Skills
Techniques for Effective Meetings	Proficient in	Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.	Other Knowledge and Skills
Coaching Techniques	Proficient in	Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans.	Other Knowledge and Skills
Project Planning and Control Techniques	Familiar with	Methods and techniques associated with planning and monitoring progress of projects.	Other Knowledge and Skills
Own Organisation’s Learning and Development Procedures	Proficient in	The procedures used within own organisation for staff learning and development.	Other Knowledge and Skills
Resource Allocation	Proficient in	The effective and efficient routine deployment of resources, (but also including reassessment and reallocation in a dynamic multi-project environment), to achieve optimum results.	Other Knowledge and Skills
Service Level Agreements	Proficient in	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
Performance Monitoring	Proficient in	Identifying, agreeing and monitoring (usually by face-to-face interviews) objectives and deliverables with individuals. Identifying under-performance issues against agreed quality standards and performance criteria. Identifying gaps in capability and causes, disciplinary or ability-related (needing assistance, training or other support).	Other Knowledge and Skills
Disciplinary Issues and Procedures	Familiar with	Managing episodes of unsatisfactory behaviour or performance in accordance with appropriate policies and legislative conformance. Includes changes to circumstances, such as sickness, disability and other personal issues.	Other Knowledge and Skills
Team Dynamics	Familiar with	Knowledge and understanding of the psychological and environmental forces that influence the direction of team behaviour and performance and the tools and techniques to improve team cohesion and performance.	Other Knowledge and Skills
Information Assurance	Proficient in	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
Stakeholder Relationship Management	Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.
Advanced Programming Methods and Techniques	Complex methods and techniques for the creation of program code. Typically for use in scientific calculation, for improving operational efficiency of programs or for enhancing the productivity of experienced programmers.
Coaching	Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).
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.
Software Security and Vulnerability Assessment	The process of identifying, quantifying and prioritizing (or ranking) the vulnerabilities in a system by assessing the threats from potential hazards to the organisation and infrastructure.
Architecture Management	Architecture processes and descriptions covering, architecture precursors: goals, directives and scope, and architecture description for business, data, applications and infrastructure. Techniques for migration planning, implementation, change management and governance.
Mentoring	Methods and techniques for providing mentoring support to less experienced individuals.
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
Deputising	Standing in for supervisor or manager on a temporary basis during periods of absence.
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.
Project Assignments	Participating in a project team, working group or task force established to deliver a solution to a specific problem or issue – especially valuable if the group is inter-disciplinary.
Mentoring	Acting as a mentor, advising those for whom there is no direct responsibility, on matters to do with their job role, career and professional development.
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Gaining Knowledge of Broader IT Issues	Increasing and maintaining currency of knowledge of broader IT issues through reading, attending and participating in seminars or conferences, special studies, temporary assignments etc.
Gaining Strategic Knowledge of Employing Organisation	Developing a comprehensive understanding of the business environment in which the employing organisation operates and its position, policies and direction in relation to industry, country and global issues.
Participation in Professional Body Affairs	Taking an active part in professional body affairs at branch, specialist group, committee or board level.
Negotiating and Influencing	Undertaking learning and practice of negotiating with and influencing others.
Management Development	Undertaking learning and best practice of the skills appropriate to managing all or part of an organisation, including business and financial management, benefits management, people management, management of change and strategic planning. This will require both on and off the job learning and may include participation in an appropriate development programme such as MBA or DMS (Diploma in Management Studies).

Qualifications

Qualification Components

Title	Awarding Body
Chartered IT Professional (CITP)	BCS – The Chartered Institute for IT
FEDIP Leading Practitioner	FEDIP

Organisation Skills

Framework » Organisation Category » Subcategory	Skill Name and Description	Level
DDaT » IT Operations Job Family	IT Ops – Asset and configuration management You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with	3 – Practitioner You can manage configuration items, related information, service compliance and risks.
DDaT » IT Operations Job Family	IT Ops – Availability and capacity management You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or infrastructure as a service).	3 – Practitioner You can ensure the correct implementation of standards and procedures. You can identify capacity issues and stipulate and instigate the required changes. You can initiate remedial action.
DDaT » IT Operations Job Family	IT Ops – Change management You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.	3 – Practitioner You can deal with high impact, complex change requests. You can ensure that release policies, procedures and processes are applied.
DDaT » IT Operations Job Family	IT Ops – Coding and scripting You can understand the limitations of software or product technology, and why coding is important. You can prototype code, but you won’t necessarily have to make production-ready code. You can talk to developers and know when to switch code. You can understand security, accessibility and version control.	2 – Working You can interact with and read code. You can carry out baseline repair activities.
DDaT » IT Operations Job Family	IT Ops – Continual service improvement You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where	3 – Practitioner You can analyse current processes and identify and implement opportunities to optimise them. You can lead and develop a team of experts to deliver service improvements. You can help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
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.	3 – Practitioner You can lead the investigation and resolution of incidents.
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.	3 – Practitioner You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.
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.	3 – Practitioner You can ensure that the right actions are taken to investigate, resolve and anticipate problems. You can co- ordinate the team to investigate problems, implement solutions and take preventive measures.
DDaT » IT Operations Job Family	IT Ops – Service focus You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.	3 – Practitioner You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
DDaT » IT Operations Job Family	IT Ops – Service management framework knowledge You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.	3 – Practitioner You have an expert certificate in the service management framework qualification.
DDaT » IT Operations Job Family	IT Ops – Technical specialism You can demonstrate in-depth knowledge of, for example, code (application), messaging and batch management. The technical specialisms will differ for each role and will be defined in a job description.	4 – Expert You can understand the direction of future technologies. You can deliver a model to support and maintain those future technologies and any databases that coexist in the current environment.
DDaT » IT Operations Job Family	IT Ops – Technical understanding You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.	3 – Practitioner You can show a thorough understanding of the technical concepts required for the role and can explain how these fit into the wider technical landscape.
DDaT » IT Operations Job Family	IT Ops – Testing You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.	4 – Expert You can manage testing activities within development or integration activities. You can manage risks and take preventative action when risks become unacceptable. You can manage customer relations.
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.	4 – Expert You can give direction on which tools or methods to use. You can demonstrate experience in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure they’re met by the business. You can apply strategic thinking to provide the best service for the end

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level