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Infrastructure operations engineer

Find out what an infrastructure operations engineer in government does and the skills you need to do the job at each level.

Published 7 January 2020

What an infrastructure operations engineer does

An infrastructure operations engineer supports, manages and maintains the core infrastructure that underpins production services.

Infrastructure operations engineer role levels

There are 5 infrastructure operations engineer role levels, from associate infrastructure operations engineer to principal infrastructure operations engineer.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Associate infrastructure operations engineer

As a trainee, you will work in an established team and support infrastructure operations engineers in their daily work, under their direction.

This role level is often performed at the Civil Service job grade of:

  • AO (Administrative Officer)
  • EO (Executive Officer)
Skill Description

Incident management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • identify and register incidents, gathering the required information and allocating it to the appropriate channel

Ownership and initiative

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of problem resolution processes
  • pass problems on to your team

Problem management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
  • contribute to the implementation of remedies and preventative measures

User focus

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness or understanding of user experience analysis and its principles
  • explain the purpose of user stories and the focus on user needs

2. Infrastructure operations engineer

An infrastructure operations engineer is responsible for the preparation and support of IT operations solutions and services, physical or virtual. They do so according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle.

At this role level, you will:

  • create and maintain documentation
  • perform all routine tasks according to process and checklists
  • monitor infrastructure and applications services
  • alert and take appropriate action

This role level is often performed at the Civil Service job grade of:

  • EO (Executive Officer)
  • HEO (Higher Executive Officer)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
  • verify the location and state of assets

Availability and capacity management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • manage service components to ensure they meet business needs and performance targets

Change management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • implement changes based on requests for change
  • apply change control procedures

Coding and scripting

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the scripting tools and software that are available and currently in use

Continual service improvement

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of developing process efficiency and common ways in which processes are optimised
  • support specific activities to improve development processes
  • spot or identify obvious deficiencies

Incident management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • identify and register incidents, gathering the required information and allocating it to the appropriate channel

Ownership and initiative

Level: working

Working is the second of 4 ascending skill levels

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
  • contribute to the implementation of remedies and preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • You have a Level 3 service management framework qualification

Technical specialism

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • assist in technical support activities and carry out agreed or routine maintenance and administration tasks

Technical understanding

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the relevant subject matter and a high level understanding of what it involves

Testing

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • correctly execute test scripts under supervision
  • understand the role of testing and how it works

User focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes

3. Senior infrastructure operations engineer

A senior infrastructure operations engineer acts as second- or third-line support for incidents, problems and changes to solutions and services.

At this role level, you will:

  • provide specialist technical support and assistance to projects, ensuring delivery of non-functional requirements and continual service improvement
  • be responsible for preparations and support of IT operations solutions and services - physical or virtual - according to industry and organisational best practices, standards, service requirements and Key Performance Indicators (KPIs) throughout the product life cycle
  • coach and mentor junior team members
  • assist in the provision of first class services and consistent levels of capability, as required by the organisation

This role level is often performed at the Civil Service job grade of:

  • HEO (Higher Executive Officer)
  • SEO (Senior Executive Officer)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
  • verify the location and state of assets

Availability and capacity management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • manage service components to ensure they meet business needs and performance targets

Change management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • analyse and assess impact, and develop and document change requests
  • implement changes based on requests for change

Coding and scripting

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the scripting tools and software that are available and currently in use

Continual service improvement

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Incident management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

Level: working

Working is the second of 4 ascending skill levels

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate remedy and assist with its implementation
  • determine preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • You have a Level 3 service management framework qualification

Technical specialism

Level: working

Working is the second of 4 ascending skill levels

You can:

  • use management system software and tools
  • use logical schemata to investigate problems, collect performance statistics and create reports
  • carry out the routine configuration, installation and reconfiguration of database and related products
  • optimise performance and forecast resource needs

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: working

Working is the second of 4 ascending skill levels

You can:

  • review requirements and specifications, and define test conditions
  • identify issues and risks associated with work
  • analyse and report test activities and results

User focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes

4. Lead infrastructure operations engineer

A lead infrastructure operations engineer ensures the service and the contractual and regulatory requirements of the organisation are met.

At this role level, you will:

  • manage operational support of IT solutions and services
  • manage workload, performance and development of a team of IT operations specialists by building capability to deliver services as required
  • manage third party provision of IT operations services
  • manage provision of expertise to programmes and projects
  • manage the development of architectural solutions for IT operations solutions, throughout the service life cycle

This role level is often performed at the Civil Service job grade of:

  • SEO (Senior Executive Officer)
  • G7 (Grade 7)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
  • verify the location and state of assets

Availability and capacity management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • manage service components to ensure they meet business needs and performance targets

Change management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • deal with high impact, complex change requests
  • ensure that release policies, procedures and processes are applied

Coding and scripting

Level: working

Working is the second of 4 ascending skill levels

You can:

  • interact with and read code
  • carry out baseline repair activities

Continual service improvement

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Incident management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • lead the investigation and resolution of incidents

Ownership and initiative

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • take accountability for issues that occur and be proactive in searching for potential problems
  • achieve excellent user outcomes

Problem management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate remedy and assist with its implementation
  • determine preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: working

Working is the second of 4 ascending skill levels

You can:

  • You have a Level 3 service management framework qualification
  • demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

Technical specialism

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • draft and maintain procedures and documentation
  • set standards for the definition, security and integrity of objects, and ensure conformity to these standards

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications
  • provide authoritative advice and guidance on test planning
  • identify process improvements and contribute to the definition of best practice

User focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • collaborate with user researchers and can represent users internally
  • explain the difference between user needs and the desires of the user
  • champion user research to focus on all users
  • prioritise and define approaches to understand the user story, guiding others in doing so
  • offer recommendations on the best tools and methods to use

5. Principal infrastructure operations engineer

A principal infrastructure operations engineer leads and directs IT operations specialist teams in monitoring, operating and supporting technical solutions.

At this role level, you will:

  • develop the strategic and tactical roadmaps for technologies and services, ensuring they are future-proofed and the organisation derives maximum value from investment in technologies
  • own the operational relationships with suppliers, ensuring services and products are aligned to industry best practice and regulatory and contractual requirements

This role level is often performed at the Civil Service job grade of:

  • G7 (Grade 7)
  • G6 (Grade 6)
Skill Description

Asset and configuration management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage configuration items, related information, service compliance and risks

Availability and capacity management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • ensure the correct implementation of standards and procedures
  • identify capacity issues, and stipulate and instigate the required changes
  • initiate remedial action

Change management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • deal with high impact, complex change requests
  • ensure that release policies, procedures and processes are applied

Coding and scripting

Level: working

Working is the second of 4 ascending skill levels

You can:

  • interact with and read code
  • carry out baseline repair activities

Continual service improvement

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • analyse current processes, and identify and implement opportunities to optimise them
  • lead and develop a team of experts to deliver service improvements
  • help to evaluate and establish requirements for the implementation of changes by setting policy and standards

Incident management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • lead the investigation and resolution of incidents

Ownership and initiative

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • take accountability for issues that occur and be proactive in searching for potential problems
  • achieve excellent user outcomes

Problem management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • ensure that the right actions are taken to investigate, resolve and anticipate problems
  • co-ordinate the team to investigate problems, implement solutions and take preventive measures

Service focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • see the bigger picture by taking groups of services and investigating how to get the best of underlying services

Service management framework knowledge

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • You have an expert certificate in the service management framework qualification

Technical specialism

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • understand the direction of future technologies
  • deliver a model to support and maintain those future technologies and any databases that coexist in the current environment

Technical understanding

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape

Testing

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • manage testing activities within development or integration activities
  • manage risks and take preventative action when risks become unacceptable
  • manage customer relations

User focus

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • give direction on which tools or methods to use
  • demonstrate experience in meeting the needs of users across a variety of channels
  • bring insight and expertise in how user needs have changed over time to ensure they're met by the business
  • apply strategic thinking to provide the best service for the end user
Role Shared skills
Application operations engineer

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

End user computing engineer

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

Change and release manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Command and control centre manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Incident manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Availability and capacity management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding