Senior Application Operation Engineer (ICT)

Job overview

We are at a pivotal stage of our digital journey, having implemented an Electronic Patient Record (EPR) digital solution across both our hospital sites. We have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around empowering patients and service users, improving the experience through the healthcare system and joining up systems and data across North West London to better meet the needs of citizens.

This role is part of the Applications team, who are responsible for:

• Maintaining our applications, keeping the lights on and ensuring they remain supported, fit-for-purpose and meeting the needs of our end users
• As application subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our application portfolio and reducing technical debt
• Ensuring appropriate, secure and compliant access to Trust systems through effective Registration Authority processes and controls

Main duties of the job

• Incident management: You can diagnose, prioritise and resolve complex incidents affecting applications, user access and authentication services, investigating root causes and coordinating appropriate action.
• Problem management: You can identify patterns and trends in incidents and access issues, initiate investigations, implement remedies and preventative measures, and work with specialists where required.
• Change management: You can analyse and assess impact, develop and document change requests, and implement approved changes in a controlled way, ensuring risks to access, security and service continuity are understood and managed.
• Registration Authority expertise: You have strong practical knowledge of NHS Registration Authority processes, including Smartcard management, Care Identity Service (CIS), identity verification, user registration, role assignment and access governance.
• Access control and RBAC: You can apply and maintain robust role-based access control models, ensuring access is appropriate to role, complies with least privilege principles, and is regularly reviewed and updated.
• Information Governance and data security: You understand the principles of Information Governance, confidentiality, data protection and audit, and can apply them to access management and system administration processes.

Detailed job description and main responsibilities

• Participate in the on-call service
• Deputise for the Principal Application Operations Engineer as required
• Act as the senior Registration Authority escalation point for complex operational issues where appropriate
• Lead or support access-related activity for major projects, programmes, system upgrades and go-lives
• Support the design and implementation of access models for new or changed services, ensuring compliance with national and local standards
• Lead or contribute to regular access reviews, internal audits, external audits and assurance exercises
• Develop, review and maintain Registration Authority and access management procedures, guidance notes and supporting documentation
• Provide specialist advice to managers, system owners and project teams on secure access, compliance, Smartcards, CIS and RBAC
• Produce reports, metrics and analysis on workloads, performance, compliance, incidents, risks and service improvement activity
• Support business continuity and disaster recovery planning, testing and documentation for application access and Registration Authority services
• Represent the team in meetings, working groups and governance forums as required
• Participate in training, knowledge transfer and service improvement initiatives across the team
• Occasional work may be required outside of core business hours to support major projects / programmes
• All other reasonable requests

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and their manager.

All duties must be carried out under supervision or within Trust policy and procedure. You must never undertake any duties that are outside your area of skill or knowledge level. If you are unsure, you must seek clarification from a more senior member of staff.

Please note: Some roles may require weekend shifts at multiple sites.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.