Job info |
Job info details |
Job title |
Network Analyst Level 2 |
Strategic team/Directorate |
Corporate Services |
Service |
IT Services |
Business unit |
Network Support |
Responsible to (day to day issues) |
Network Support Leader |
Accountable to (line manager) |
Network Support Leader |
Salary grade |
36 - 39 |
JE ref |
ICT22 |
1. Key purpose of job
- To manage, lead and deliver large and complex projects (£500k+) with detailed knowledge and skills in a diverse range of specialist disciplines covering broad IT technical areas, technical programming, project management, finance, budgets, procurement (including full tender writing), organisation knowledge, in collaboration with Senior Leadership Team, Heads of Service and Partnership Agencies, policy writing, producing and developing strategies.
- Responsible for the operational delivery of the Corporate Telephony (voice) Network of one and a half thousand users across all Council sites, including strategic, financial, technical and operational management, providing advanced theoretical and practical advice to meet the Council’s business objectives and strategies.
- Produce and develop strategies for delivery of IT, collaborating with Heads of Service.
- Innovate, initiate and provide advice, strategy, reports and financial reports including recommendations to the Head of IT on a range of IT initiatives and projects.
- Procure, contract with and supervise external partners, clients and contractors. Robustly challenge and resolve complex, significant disputes where required, ensuring persuasion and diplomacy to ensure minimal impact on service users and maintaining good working relationships.
- Maintain and enhance relationships with key partner organisations (including NHS & Police IT Departments).
- Deputise for Head of IT and Network Support Manager at cross Council project boards.
- Maintain up-to-date specialist knowledge of technical developments and make recommendations to senior management.
- Work with the Network Support Manager to create, design, implement and manage an efficient, secure, robust and cost effective data network for the Council. Provide support and advice on the delivery of the networks infrastructure. Technically implement solutions and provide timely and reliable problem solving diagnosis when called upon in the event of a problem or fault with the network infrastructure.
2. Anticipated outcomes of post
- Provide essential detailed knowledge and skills across for the department covering a diverse range of disciplines including technical, strategic, project management, financial, procurement & organisational knowledge skills.
- Lead on Major IT projects (£500k+) using formal Prince 2 management.
- Innovate, robust strategic, financial & operational delivery of the Council’s voice & Unified Communications solution.
- Provide cross Council project boards with appropriate & reliable expertise.
- Innovative cost effective IT solutions that deliver tangible benefits to departments, services and the Council as a whole.
- Major projects delivered within agreed timescale, budget and in line with local and national procurement regulations.
- To provide and maintain a reliable and secure voice & data network.
- To ensure minimal issues and outages are resolved in an efficient manner.
3. List key duties and accountabilities of the post
- Strategy & Architecture
- The telephone & voice network is critical to the operation of the Council enabling it to fulfil its statutory duties. To lead, manage and take responsibility for all aspects of the telephone & voice infrastructure including strategy, delivery, operational availability, service, billing and disputes. Evolve the telephone & voice network in to a fully Unified Communications network ensuring an innovative, robust and reliable service for the Council’s one and a half thousand users, often requiring breaking of new untested technical solutions.
- Initiate IT projects, lead meetings, distribute and manage work as required. To apply strategy and creativity in terms of providing innovative real world practical solutions.
- IT project lead or IT section lead for major Cross Council projects. Contribute to business process change policies and procedures.
- Maintain specialist theoretical and practical knowledge of relevant voice and data systems.
- Responsible for specific security controls as required by organisational policies. Recognise when IT network/systems have been attacked and respond to limit damage.
- Business Change
- IT Lead on major cross Council projects (£500k+) providing strategy, delivery and operational advice. Contribute to the inception and development of Council wide policy and procedures.
- Collaborate with service heads, department heads and partner organisations (e.g. NHS) to produce and develop strategies and solutions.
- Solution Development & Implementation
- Initiate and lead major projects (£500k+) including entire solution implementations (e.g. Council voice solution) adopting prince2 project management standards where required. The post will research, collaborate with Heads of Service and design entire solutions.
- Identify service needs, develop unique solutions, requiring specialist technical knowledge with the potential to impact service delivery across the Council.
- Continually review the voice network provision, make recommendations for change to improve service delivery across the Council, project manage the delivery and implementation, engaging with Heads of Service on solution development and strategy development.
- Department, service and cross council engagement on solution implementation including writing communication strategies, contributing to policies, communications and IT contact for implementation.
- Undertake installations and de-installations of entire solutions (e.g. Council voice solution) including specific items of hardware and/or software. Take technical decisions which will impact directly on the experience of the 1,500 Council employees and indirectly on all Council service users.
- Robustly challenge and resolve disputes with suppliers and partners on solution implementations and operational solution issues.
- Ensure targets are met, conduct tests using test procedures and diagnostic tools.
- Correct malfunctions, work with internal resources, partners and external resources as required.
- Document change management records, compile user guides and provide specialist guidance to colleagues to ensure best use is made of available assets.
- Service Management
- Overall responsibility for the Council’s wide scale voice and Unified Communications network of one and a half thousand users ensuring a safe and reliable network.
- Produce and develop strategies and policies collaborating with Heads of Service.
- Monitor service component capacity and initiate actions to resolve shortfalls according to agreed procedures.
- Analyse network service and component availability, reliability and maintainability. Lead arrangements for disaster recovery of voice network, document procedures and conduct testing DR. Engage with partners and suppliers to resolve service disputes.
- Adhere to configuration management, change management and release management procedures and controls.
- Install and test systems.
- Input into security reviews and the identification of security breaches.
- Identify and resolve issues with applications and carry out agreed application maintenance tasks.
- Plan and implement maintenance and installation work.
- Undertake agreed network configuration, installation and maintenance, use network management tools to collect and report on network load and performance.
- Provide network support services to users/clients according to agreed procedures and resolve incidents and problems.
- Procurement & Management Support
- IT lead on major procurement projects (£500k+) engaging with procurement department throughout procurement processes.
- To write and produce business cases, procurement waiver documents and full tenders where required. Analyse and score tender responses in line with business needs.
- Analyse best technology providers, write recommendation reports and make recommendations to senior management on key infrastructure.
- Act as primary contact point between organisation and specific technology suppliers and contribute to risk-based audit of existing and planned technologies systems and prepare reports on security, integrity and resilience.
- Client Interface
- IT lead on major projects. Engage with Senior Leadership Team, Service and Heads of Service on a regular basis.
- IT interface with Heads of Service on operational needs, problems and business change. Deal with complex and contentious matters, using persuasion and diplomacy to ensure effective outcomes and to preserve and develop good working relationships.
- IT lead with external business partners (such as NHS, Police, BT & Scomis) on major projects and general day to day operational requirements. Robustly challenge and resolve disputes, often requiring diplomacy, discretion, and sensitivity to ensure service users are not adversely impacted whilst maintaining good working relationships.
- Prepare communication strategies and write communications on major projects.
- Communicate effectively with users/clients by telephone, electronically and in person, in the provision of advice and guidance on matters relating to infrastructure queries and resolves complex problems
4. Budgetary/Financial Responsibilities of the post
- Responsible for Telephony solution and budget – Circa £100k per annum. Annual preparation of budgets and accruals.
- Secure budget for major projects (e.g. £430k+), procurement and complete budgetary control of projects.
- Prepare IT budgets as part of Cross Council major projects ensuring budget monitoring and adherence.
- Resolve financial disputes with suppliers and obtain refunds as required.
5. Supervision/Line Management Responsibilities of the post
- Oversee the work of teams of contractors, engineers & colleagues as required.
6. Working environment and conditions of the post
- Normal working environment and conditions. Mainly office based, currently at the Town Hall, Torquay. Regular travel to other Council locations around the Bay.
- Construction site visits requiring H&S equipment and occasional hazardous substance exposure.
7. Physical demands of the post
- Mainly desk based. Normal physical effort. Occasional heavy lifting or moving large volumes of equipment. Occasional work in cold or small spaces.
8. Specific resources used by the post
- Responsible for the management and maintenance of the entire voice infrastructure equipment (Circa £500000 plus associated licenses).
- Unified Communications, Agile devices, laptops, telephone, printer, network equipment, test equipment, applications.
9. Key contacts and relationships
- External
- Lead and take responsibility for relationship with the principle voice solution provider and all aspects of service delivery. Robustly challenge service issues and disputes, often involving complex and contentious matters and requiring sensitivity, diplomacy and persuasion to ensure continuity so that service users are not impacted.
- Key IT contact with external partners such as NHS and police. Develop relationship including resource sharing and knowledge transfer for the benefit of service users across all agencies.
- Project manager for major IT projects with external agencies such as Libraries.
- Any part or agency of the Council where the Council’s IT Services are provided.
- Suppliers of IT hardware and software to the Council.
- Internal
- Members of IT Services.
- Senior Leadership Team, Service, Heads of Service. Lead IT contact on major projects and service delivery requirements, current installations and operational issues. Collaborate directly with service heads and department heads to deliver key projects. Produce and develop strategies with service heads.
- All other Directorates of the Council at all levels to resolve IT related problems
- The post can have working relationships with any Elected Member, Director or any Officer of Torbay Council, where there is a requirement to provide support on the network infrastructure.
10. Other duties
- To undertake additional duties as required, commensurate with the level of the job.
Other Information
- All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
- The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement.
- The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
- The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
- This post is office based at Town Hall, Castle Circus, Torquay, Devon TQ1 3DR but the post holder may be required to move their base to any other location within the Council at a future date and is eligible for hybrid working.
- The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
- If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.
- If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
- As this post meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check (Disclosure) from the Disclosure & Barring Service before the appointment is confirmed. This will include details of ALL cautions, reprimands or final warnings as well as convictions, whether “spent” or “unspent”. Criminal convictions will only be taken into account when they are relevant to the post.
- Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
Person Specification
Note for Candidate
All Candidates
The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement.
In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.
Candidates who consider that they have a disability
Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.
If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.
Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.
If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.
Job info |
Job info details |
Job Title |
Network Analyst Level 2 |
Strategic team/Directorate |
Corporate Services |
Service |
IT Services |
Business unit |
Network Support |
Skills and effectiveness
Essential skills and effectiveness
- Oversee and manage a large corporate voice network solution of over one thousand users drawing on advanced theoretical and practical knowledge to provide advice to business users.
- Lead multiple major IT projects to tight deadlines using formal Prince 2 management.
- Initiate projects, lead meetings and distribute and manage work as required.
- Produce and develop strategies collaborating with service heads.
- Establish and maintain key relationships to enable effective service provision. Including the ability to robustly challenge views, decisions or strategies or service provision in the interests of the Council’s service users whilst maintaining good working relationships.
- Financial expertise to prepare budgets, present to senior management and robustly monitor and maintain budgets.
- Complete complex procurements including full tendering.
- Contribute to Council policies where required
- Act as point of contact with Service Heads, Partner Agencies and Suppliers for disputes, grievances and operational concerns.
- Communicate clearly and effectively with colleagues, external partners and external suppliers
- Thorough understanding of modern business computing principles.
- Investigation and Analysis skills.
- Problem-solving and Troubleshooting skills.
- Prioritise high workloads and competing demands on a daily basis.
- Accuracy and attention to detail.
- To work on own initiative and as part of a team.
- Customer focused and customer service skills.
- Ability to negotiate with suppliers and other 3rd parties.
Desirable skills and effectiveness
N/A
Knowledge
Essential knowledge
- Specialist knowledge of all aspects of telephony and Unified Communications including technologies listed below:
- Avaya CS1000e
- Avaya Equinox
- Avaya Contact Centre
- Avaya Voicemail
- Avaya SRG’s
- Verint Impact360 quality monitoring (or equivalent)
- ISDN, SIP (Lineside & Trunkside), DASS
- Analogue telephony, VOIP & Unified Communications
- Call distribution including switchboard
- Call logging
- Specialist knowledge of multiple complex technologies from the list below:
- TCP/IP protocols & Tools
- Quality/Class of Service
- Infrastructure & Application firewall
- IPSec & SSL VPN’s
- Ethernet
- VOIP
- Proxies & Reverse Proxies
- Storage Area Networks
- Storage Virtualization
- Local Area Networks
- Wide Area Networks
- Server Virtualization
- Thin Client (Citrix, Terminal Server, RPD)
- Anti-Virus
- Project Management – Formal prince2 management on large and complex projects.
- Specialist understanding of communication hardware such as routers, switches, firewalls, proxies.
- Specialist understanding of Microsoft Server operating systems such as Server 2012 and Server 2016.
- Working knowledge of the legislation surrounding data protection.
- Understanding of Backup & Recovery concepts.
- Knowledge and understanding of Council wide strategy, working practices and policy to provide tailored advice and support.
Desirable knowledge
- Specialist knowledge of one or more of these specific hardware or software systems:
- VMware ESX Server
- Citrix Gateway
- Citrix Server
- Forcepoint Appliances
- Fortinet Appliances
- HP Storage Arrays
- HP Servers
- Dell Servers
- HP/Brocade Storage Switches
- Cisco Switches & Routers
- Juniper Firewalls
- McAfee AV
- Trend Micro AV
- Veeam Backup & Replication
- Microsoft File Server Management
- Microsoft Exchange Management
- Microsoft SharePoint Management
- Microsoft Office 365
- Disaster Recovery Planning.
- Cloud Computing.
Experience and achievements
Essential experience and achievements
- To manage a large-scale voice network.
- To manage and deliver large and complex projects (£500k+) using formal Prince 2 project management.
- To undertake large procurements including full tendering.
- Produce and develop creative, unique and innovative strategies, policies and solutions.
- Considerable, credible experience in a large data and voice environment undertaking a similar role.
- Experience of implementing large and complex systems across an organisation.
- Experience of robustly negotiating on behalf of an organisation.
- Sustained experience in a 1st, 2nd & 3rd line support role.
Desirable experience and achievements
N/A
Qualifications/professional memberships
Essential qualifications/professional memberships
- Educated to GCSE O Level standard or equivalent.
- Degree in relevant subject or proven equivalent level experience.
- ITIL or equivalent experience.
- Prince2 or equivalent experience.
Desirable qualifications/professional memberships
N/A
Other requirements
Other requirements of the job role
- Demonstrates a commitment to safeguard and promote the welfare of children and young people.
- Ability to travel efficiently around the Bay/South West/UK in order to carry out duties.
- Ability to accommodate unsociable hours.
- Ability to accommodate shift patterns.
- Ability to accommodate on-call working.
- Ability to accommodate occasional/permanent home-working.