2nd Line Support

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The Defence Infrastructure Organisation (DIO) is a division within the Ministry of Defence that has responsibility for the management of property services to ensure strategic management of the Defence Estate as a whole, optimising investment and critically supporting military capability to the best effect.

The Chief Information Officer (CIO) area within DIO Head Office is responsible for the delivery, management and assurance of all IT/IS strategies, policies, standards and services that are applicable to the DIO. CIO has four key pillars; Requirements and Customer Service Team, Design and Transition Team, Delivery and Operations Team and Security and Assurance Team.

The 2nd Line Support role is part of the Delivery and Operations pillar of CIO and is responsible for the support of all DIO front end applications, primarily support for DIO’s Infrastructure Management System which is built using IBM’s "Tririga" Integrated Workplace Management System. Full training will be given to the successful applicant.

The role is accountable for ensuring their team adhere to and conform with all agreed DIO processes and operating procedures, and particularly those which are detailed under the key infrastructure process for:

- Perform Service Operations

- Define and Design or Amend Service

- Perform Service Integration and Transition

Main duties of the role include:

- Support line manager in delivering departmental goals

- Promote strong working relationships both within the team and with other teams across DIO and MoD

- Investigate and undertake actions to resolve assigned incidents with defined Service Levels#

- Identify where incidents require 3rd line investigation and action and refer/assign accordingly

- Update all incidents as appropriate.

- Undertake minor changes and updates to standard application elements (e.g. reference lists, security groups).

- Manage promotion of upgrades/updates and functionality releases of IMS from App Int to Pre-production environments.

- Support Regression Testing of new Releases.

- Deliver and update associated Release communications.

- Provide advice and assistance to design and build processes for major changes.

- Maintain software configuration records and license details.

- Manage the license renewal schedule and support the renewal processes.

- Maintain media and controlled access.

It is desirable that the successful applicant will have ITIL V3 at Foundation level.

Closing Date: 21/07/15

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