Senior Infrastructure Operations Engineer

Summary

A senior infrastructure operations engineer acts as second- or third-line support for incidents, problems and changes to solutions and services.

At this role level, you will:

provide specialist technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement
be responsible for preparations and support of IT operations solutions and services – physical or virtual – according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle
coach and mentor junior team members
assist in the provision of first class services and consistent levels of capability, as required by the organisation

Background

Background Components

Description	Background
Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets. Is familiar with IT hardware, software and operating procedures affecting own area of responsibility.	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 agreed operational procedures associated with operating and controlling the installed (or virtual) hardware and software. This may include configuration and maintenance of multiple hardware or software platforms. Implements maintenance routines, using the appropriate tools and test equipment. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary.
Monitoring and reporting	Uses infrastructure management tools to collect and report on load and performance data and statistics. Carries out required monitoring, logging and reporting tasks.
Media operation	Accepts data, media, consumables and other items required for the processing of work and takes responsibility for the movement, storage and dispatch of such items as required, and for other routine functions associated with data management.
Operational procedures	Follows all relevant instructions and procedures relating to malfunction, safety and security. Applies own judgement to resolve issues where appropriate. If necessary, escalates issues to supervising authority.
Maintenance and installation	Uses infrastructure management tools and test equipment to automate the provisioning, testing and deployment of new and changed infrastructure. Facilitates and oversees installation, removal, upgrading and repair of equipment.
Automation tools	Uses a wide range of automated tools to maintain operational compliance, deliver configuration and provisioning services, and mitigate threats to the organisation’s IT infrastructure and/or data.

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	Familiar with	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	Familiar with	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	Familiar with	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	Familiar with	Rules for the inter-operation of networking components.	Technical Knowledge and Skills
Operational/Service Architecture	Familiar with	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	Familiar with	Software which forms part of the operating platform infrastructure.	Technical Knowledge and Skills
Infrastructure Configuration	Familiar with	Knowledge and understanding of infrastructure configurations.	Technical Knowledge and Skills
Cloud/Virtualisation	Proficient 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	Proficient in	Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.	Technical Knowledge and Skills
Infrastructure/System Security	Familiar with	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	Familiar with	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	Aware of	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
Operations Management	Familiar with	Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.	Other Knowledge and Skills
Risk Management	Familiar with	Methods and techniques for the assessment and management of business risk including safety-related risk.	Other Knowledge and Skills
Techniques for Effective Meetings	Aware of	Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.	Other Knowledge and Skills
Time Management Techniques	Proficient in	Methods and techniques for making effective use of own time.	Other Knowledge and Skills
Coaching Techniques	Aware of	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
Service Level Agreements	Familiar with	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	Familiar with	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
Software Configuration	Installation, configuration and tuning of applications or systems software.
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.
Supplier/Service Provider Training	The installation, testing and commissioning of supplier specific-products and services in a variety of situations and locations.
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.
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.
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Involvement in Professional Body Activities	Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
Communications	Undertaking learning and practice in oral and written communications, including report writing and presentation.
Team Leadership	Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Qualifications

Qualification Components

Title	Awarding Body
Registered IT Technician (RITTech)	BCS – The Chartered Institute for IT
IT Apprenticeship – Infrastructure technician (ST0125, Level 3)	Institute for Apprenticeships
ITIL Foundation	AXELOS
FEDIP Senior 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	2 – Working You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
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).	2 – Working You can manage service components to ensure they meet business needs and performance targets.
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.	2 – Working You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change.
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.	1 – Awareness You can show an awareness of the scripting tools and software that are available and currently in use.
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	2 – Working You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
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.	2 – Working You can diagnose and prioritise incidents, investigate their causes and find resolutions.
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.	2 – Working You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
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.	2 – Working You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation. You can determine preventative 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.	2 – Working You can take inputs and establish coherent frameworks that work.
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.	1 – Awareness You have a Level 3 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.	2 – Working You can use management system software and tools. You can use logical schemata to investigate problems, collect performance statistics and create reports. You can carry out the routine configuration, installation and reconfiguration of database and related products. You can optimise performance and forecast resource needs.
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.	2 – Working You can understand the core technical concepts related to the role and apply them with guidance.
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.	2 – Working You can review requirements and specifications and define test conditions. You can identify issues and risks associated with work. You can analyse and report test activities and results.
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.	2 – Working You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level