Job details


Digital Solutions and Services

Responsible to

Operations and Response Centre Delivery Manager


Kedleston Road, Derby Campus


£33,365 to £41,581 per annum

Closing date

Wednesday 19 January 2022

Contract type


Post type




About the role

This is a 2nd line Senior Engineer role primarily leading, monitoring and running the day-to-day operations of the endpoint estate, ensuring the estate is in a compliant position, meets the roadmaps and plans set by the infrastructure team. The role will assist with highlighting, escalating and delivering service improvement to the endpoint estate acting as an escalation point for the Service Delivery areas, encompassing the transition of 2nd line operational work from 3rd line teams.

Primarily accountabilities include ensuring the estate is in good health, compliant and the operational delivery of endpoints as set out by the Infrastructure and Security teams. Key responsibilities include leading on operational delivery projects e.g. O/S and Application deployment, patching to endpoints and report/escalate compliance issues and work with infrastructure teams to resolve, encouraging a continuous service improvement for frictionless staff and student experience whilst driving digital transformation opportunities. Ownership of project delivery and planning of PC/Apple hardware refresh programmes and working closely with Infrastructure teams to ensure Service Delivery teams are embedded in the changes within major transformational projects.

You will be responsible and accountable for assisting the ORC Delivery Manager and Team Leaders in delivering the vision set out for the team and helping develop new skills and enhance overall capability. In doing this, you will lead and have ownership for monitoring and reporting of the estate health (incl. user experience and performance issues) to the Service Delivery Manager and Infrastructure teams for resolution and working with them to ensure processes are in place to ensure operational compliance of the endpoint estate.

Principal accountabilities

IT Infrastructure

Working to the Infrastructure and development teams’ roadmap to achieve the strategic objectives of the team by ensuring the following aspects are in place; Service ownership / service delivery and endpoint compliance. This role will assist with sector horizon scanning, helping benchmark service against the sector to ensure service is future focussed by ensuring operational support and customer feedback is considered. Working to provide automation and integration to bespoke software solutions that are complex in nature. Work closely with other teams across the business to improve efficiency and adapt existing processes to enable a secure, smooth and successful endpoint service. Responsible for assisting with key projects which can be across department. Responsible for ensuring monitoring of all services, including predicative and analytics, is available for all services within operations.

Technical & Project Lead

Proactively support the ORC Delivery Manager and Team Leaders in the delivery of ORC Delivery projects and tasks, which may vary in scale and technical levels, whilst providing the necessary governance of IT Services. Provide a technical lead for these projects, which will typically operate across the university and IT Services, with a requirement to liaise with internal and external stakeholders at varying levels. Assess, report and mitigate IT-related risk where appropriate within the ORC Delivery team environment. Provide a technical point of reference for other team members and lead in the delivery of project-based work. Take operational responsibility for endpoint management (e.g. Hardware, Operating System, Software Delivery) ensuring compliance for Mac and Windows environments for staff and students.

Be responsible and accountable for a number of key tasks and initiatives within the team, leading by example in the execution of these aspects of the role. Be the exemplar for the team and an enhanced level of responsibility and accountability for these areas & projects, leading small teams in their completion. Act and lead by example in the University’s values and behaviours.

Service Improvement & Problem Management

Lead by example in problem management working to embed this within the core roles of the team. Identify and lead service improvements for the team helping to establish this mentality and approach within the teams’ day-to-day activities. Lead in the development of skills, establishing procedures for new pieces of work whilst embedding new tasks and skills within the team. Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes / remedies. Assists with the implementation of agreed remedies and preventative measures.

Serves as an escalation point within the team and for operations (tier 3 support) for highly complex solution resolution, and responsible for root cause analysis.

System Support & Exploitation

Deliver support to University IT systems in accordance with IT strategy, Strategic priorities and Business service requirements. Maximise the value, efficiency and quality obtained from each technology area to meet the strategic and operational needs of the Institution.

Security & Compliance

Maintain security of complex hybrid systems through implementing secure strategies, policies and controls and automation where possible. Ensure the University IT systems managed within your area of operation are secure and compliant to all necessary regulatory and legal requirements. Work with the other departments in IT Services to ensure robust security systems and processes are in place and where possible are automated and auditable. Monitoring of the services with a proactive approach to maintenance, patching and hardware/software compliance.

Incident Management

Owns priority and diagnosis of incidents according to agreed procedures and helps mentor others in this process. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures and ensures lessons learned.

Business Continuity

Work with the other departments within IT Services to ensure the University IT systems are designed and developed to support the increasing needs for disaster recovery and improved business continuity.

Deliver Operations & Response Centre Delivery service, only when there are clear recovery priorities, with well-documented, proven recovery plans, supporting the Operations & Response Centre Delivery Manager to continually improve Business Continuity processes.

This is not a complete list of duties.

Person specification

Essential Criteria



Skills, knowledge and abilities

Business requirements


As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme.

Find out more about pay and benefits

How to apply

You can apply by submitting an online application. Once you have signed in or registered with us you will be able to begin your application. If you are creating an account for the first time, please ensure you provide an email address that you access regularly as this will be our main means of contacting you regarding your application.

If you require any assistance, including the provision of any documentation in an alternative format, please contact the Recruitment team at

Please note all applications must be submitted online by Midnight GMT on the closing date of the vacancy.

Important information

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications.

Whilst this role is eligible for sponsorship under the Skilled Worker Route, we recommend that you assess your individual eligibility before applying for this position.

Visit for more information.


Our number one priority is to keep our staff, students and community safe as we continue to work through the pandemic. Upon appointment, full training will be given on the Health and Safety processes we follow.

Find out how we are ensuring the safety of our staff, students and community

Further details

Download Senior Operations and Response Centre Delivery Engineer job descriptionDownload Senior Operations and Response Centre Delivery Engineer job description

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