Sr. TOC Engineer

PURPOSE OF ROLE: The role holder is responsible for the deployment and support of IT infrastructure, systems and application software, Database management, network services and data security to both internal and external customers. He/she provides complex technical support, resolving escalated technical support issues including proposals to ensure systems availability to the customer. The role includes problem diagnosis and resolution, and activities will comprise requirements analysis, testing, integrating and managing components and models. The role holder has an appreciation of and/or participates in the design of systems architecture and network systems, and may be responsible for generating new opportunities and maintaining the client relationship and satisfaction.

 

 KEY TASKS AND RESPONSIBILITIES:

q To lead evaluation, test & installation of system/application/database software and hardware provided by suppliers with controls and standards e.g. Firewalls/Data Security, DBMS, MVS software, Network software and hardware

q To lead test & installation of software maintenance and updates provided by suppliers

q To provide lead problem diagnosis and resolution liasing with suppliers and customer/developer groups where appropriate; may be required to provide full 24-hour on call emergency support

q To be responsible for meeting the system availability targets defined in the Service Level Agreement.

q To contribute to the management of vendor and supplier contacts and/or SLAs/OLAs to BT standards, ensuring value for money and adherence to agreed service/performance levels.

q To provide lead role for appropriate operational projects with responsibility for planning, design and installation

q To provide line management /team leader responsibilities where appropriate.

q To monitor performance and propose and implement performance enhancing changes

q To lead technical support recovery activities following failure, including disaster recovery

q To provide advice & guidance to other groups on technical and operational issues

q To provide resource and expertise to support product evaluations with other groups/customers

q To ensure operational procedures are in place, maintained and followed

q To ensure all appropriate documentation is provided and maintained to the ISO9001 standard

 

 BUSINESS IMPACT:

q High impact due to the operational nature of the role; in isolation and in real time specialist professional decisions are required to restore critical BT business functionality.

 

 AUTHORITY/DECISION MAKING:

q Systems/application level authority - refer to management where appropriate.

q Full responsibility for the recovery of major incidents following system failure.

q Accept into service sign off.

q Completes own role independently or with minimal supervision/guidance.

 

 

QUALIFICATIONS:

q Typically computing/engineering/science degree.

q Formal vendor training to professional certification standards, e.g. CCNP, MCSE, Sun Solaris, HP certified systems engineer, Oracle certified DBA etc.

 

 

 

 SKILLS/EXPERIENCE:

q Minimum 3-4 years experience in the relevant technical skill area, with appropriate formal training.

q Experienced and fully competent in own area, and can share own expertise and provide guidance and support to others.

q May have developed specialist knowledge in one area but able to apply knowledge/skills to a range of standard and non-standard activities.

q Awareness of internal/ external business issues and best practice in own discipline that is then applied to the role.

q Able to identify key issues and patterns from partial/conflicting data, and can take a broad perspective to problems and spots new, less obvious solutions.

q Able to manage own time to meet agreed targets, and develop plans for specific work activities in own area over the short-term, which will include forecasting resource requirements.

q Can interpret client needs, assessing the full requirements and identifying solutions to non-standard tasks/queries.

q Understands appropriate customer Business Processes and operating environments.