IT Systems EngineerAspen Pharma Group

Full Cycle of Technical Services

• The deployment, configuration and operation of IT Infrastructure. Installing and testing, or decommissioning and removing, systems or system components. Planning, identifying, controlling configuration items (CIs) and their interrelationships. Applying the processes, systems and functions required to make new and changed services and features available for use. Administration of assets and asset registers.
• Assists with specified application maintenance procedures.
• Assists in the investigation and resolution of issues relating to applications
• Provisions/installs, configures and maintains infrastructure services and components.
• Monitors, measures and reports on infrastructure load, performance and security events. Identifies operational issues and contributes to their resolution.
• Carries out agreed operational procedures, including backup/restore, using supplied infrastructure tools and scripts.
• Carries out agreed system software maintenance tasks. Automates routine system administration tasks to specifications using standard tools and basic scripting.
• Monitors operational systems for resource usage and failure rates, to inform and facilitate system software tuning
• Applies system software parameters to maximise throughput and efficiency
• Installs and tests new versions of system software
• Contributes to preparation of software implementation procedures with fall back contingency plans
• Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client.
• Uses standard procedures and diagnostic tools to test installations, correct problems, and document results.
• Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation.
• Contributes to the development of installation procedures and standards.
• Applies tools, techniques and processes to administer, track, log, report on and correct configuration items, components and changes.
• Assists with audits to check the accuracy of the information and undertakes any necessary corrective action under direction.
• Uses agreed procedures to create and maintain an accurate register of assets.
• Performs activities related to the administration of assets.
• Produces routine reports to assist asset management activities and decision-making.

Hardware Component Implementation

• Implement hardware components that fit into the systems and integrate with software by selecting, designing, specifying, integrating and prototyping while adhering to industry standards (e.g. compatibility, safety, security, reliability and sustainability)
• Follows selected standard approaches and design patterns to design simple hardware components
• Seeks guidance when deviating from established design patterns. Takes account of target environment, performance, security, safety, reliability and sustainability requirements
• Translates logical designs into physical designs. Tests the performance of prototypes and production output against specification
• Submits hardware designs for approval. Documents all work using required standards, methods and tools

Security

• Discover, evaluate and mitigate new or security vulnerabilities and weaknesses. Developing and sharing actionable insights on current and potential security threats.
• Undertakes routine vulnerability assessments using automated and semi-automated tools
• Escalates issues where appropriate
• Contributes to documenting the scope and evaluating the results of vulnerability assessments
• Follows standard approaches to performs basic vulnerability assessments for small information systems
• Supports creation of catalogues of information and technology assets for vulnerability assessment

Service Delivery

• To respond to reported incidents, minimising the negative impacts and restoring service as quickly as possible. To investigate and resolve problems that have occurred or could occur in delivering a service. Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.
• Ensure that incidents are handled according to agreed procedures to investigate causes, seek resolution and escalate when required
• Monitors resolution activity and facilitates recovery of processes
• Informs users, customers and key stakeholders of progress towards service restoration
• Ensure user feedback is captured and analysed to inform future decisions
• Initiate and monitor actions to investigate and resolve problems (proactively and reactively) in systems, processes and services, determine problem fixes and remedies
• Collaborate with others to implement agreed remedies and preventative measures and support analysis of patterns and trends to improve problem management processes
• Assess, analyze, develop and implement changes based on requests for change including risk assessment and mitigation, document version management and methods to report on the lifecycle of change requests

Technical and Support Documentation

• Assist to update technical and support documentation through drafting content relevant to IT services in Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles
• Contributes to compilation of User Requirement Specifications (URS), Risk Assessments (RA), Change Requests (CR) within the context of the overall Application Lifecycle Management
• Assist with business SOP updates relevant IT systems implementation
• Clarifies detailed content requirements with customers and representatives of the intended audience
• Designs, creates, controls and evaluates moderately complex subject matter
• Produce knowledge base articles that are accurate, current, relevant and easily understood by the intended audience
• Contributes to knowledge management systems to meet business needs
• Supports others to enable them to complete knowledge management activities and form knowledge management habits
• Supports changes to work practices to support capture and use of knowledge

GxP Requirements

• Perform all duties in compliance with the relevant GxP and cyber security guidelines, standards, polices and procedures
• Ensuring compliance with relevant guidelines and legislation through adherence to defined Standard Operating Procedures and other ways of working
• Identify gaps in procedural documentation and suggest improvements where required
• Monitoring violations of security policies, analysing relevant logs, alerts and events
• Responding to incidents according to procedures and maintaining the related security records and documentation

Background

• B.Com / BSc Computer Science degree or equivalent work experience
• Current industry certification in Microsoft, Azure, EMC, Solarwinds, Veeam, VMWare
• Current industry certification in EUC, network and datacentre services (i.e. CCNP)
• 2 - 3 years’ experience working as an engineer in IT EUC, datacentres and networking
• 2 - 3 years’ experience managing EUC, network and datacentre services in a large organisation
• Experience and sound knowledge of EUC, datacentre methodologies and network services
• 2 – 3 years’ systems administration experience

Specific Job Skills

• Level 4 skills to enable Capacity management, Incident management
• Level 3 skills to apply Hardware design, Content management, Knowledge management, IT infrastructure, Systems installation and removal, Problem management, Security operations, Vulnerability assessment
• Level 2 skills to assist Application support, System software, Network support, Configuration management, Change control, Asset management
• Thorough knowledge of Microsoft infrastructure applications and virtualisation technology (VMWare)

Competencies

• Business Understanding
• Accountability/ Ownership?
• Effective Communication Skills
• Take action with integrity
• Self-directed
• Accuracy