This is the SFIA description for the Technical Operations Engineer position.
Summary as follows:
| Responsibility | Level |
|---|---|
| Autonomy | 2 |
| Influence | 2 |
| Complexity | 2 |
| Business skills | 2 |
| Knowledge | 2 |
- Works under routine direction. Uses limited discretion in resolving issues or enquiries. Determines when to seek guidance in unexpected situations. Plans own work within short time horizons.
- Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. Aware of need to collaborate with team and represent users/customer needs.
- Performs a range of work activities in varied environments. May contribute to routine issue resolution. May apply creative thinking or suggest new ways to approach a task.
- Has sufficient oral and written communication skills for effective engagement with colleagues and internal users/customers.
- Understands and uses appropriate methods, tools, applications and processes.
- Demonstrates a rational and organised approach to work.
- Has sufficient digital skills for their role.
- Learning and professional development — identifies and negotiates own development opportunities.
- Security, privacy and ethics — is fully aware of organisational standards. Uses appropriate working practices in own work.
- Has gained a basic domain knowledge. Demonstrates application of essential generic knowledge typically found in industry bodies of knowledge. Absorbs new information when it is presented systematically and applies it effectively.
Summary as follows:
| Skill | Code | Level |
|---|---|---|
| Application support | ASUP | 2 |
| Network support | NTAS | 2 |
| Customer service support | CSMG | 2 |
| Database administration | DBAD | 2 |
| Programming/software development | PROG | 2 |
| Testing | TEST | 2 |
| Incident management | USUP | 2 |
| IT infrastructure | ITOP | 2 |
| Content authoring | INCA | 2 |
- Assists with specified maintenance procedures.
- Assists in the investigation and resolution of issues relating to applications.
- Contributes to the operational configuration of network components.
- Assists in the investigation and resolution of network problems.
- Assists with specified maintenance procedures.
- Responds to common requests for service by providing information to enable fulfilment.
- Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process and advises relevant persons of actions taken.
- Assists in database support activities.
- Designs, codes, verifies, tests, documents, amends and refactors simple programs/scripts.
- Applies agreed standards and tools to achieve a well-engineered result.
- Reviews own work.
- Designs test cases, creates test scripts and test data, and automates repeatable tasks working to the requirements or specifications provided.
- Defines test conditions for given requirements.
- Executes and records manual and automated testing in accordance with test plans.
- Analyses and reports on test activities, results, issues and risks.
- Follows agreed procedures to identify, register and categorise incidents.
- Gathers information to enable incident resolution and allocates incidents as appropriate.
- Carries out routine operational procedures, including the execution of specified automation tools/scripts.
- Amends existing automation tasks under supervision to gain a basic understanding of the scripting language/automation tools.
- Contributes to maintenance and installation. Monitors and reports on infrastructure performance to enable service delivery. Resolves issues or refers to others for assistance.
- Works with colleagues and clients to understand audience needs and to assimilate source material.
- Creates draft content to meet the requirements of the audience as clearly, simply and quickly as possible.
- Applies guidelines and standards to moderate content from others, escalating where appropriate.