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University Information Services

 

Senior Service Manager

Jobs - Mon, 22/07/2024 - 01:00

An exciting opportunity has arisen at the University for an experienced Senior Service Manager to join the Service Management Office within University Information Services (UIS).

UIS is responsible for the effective delivery of IT services that support the Collegiate University, including several high-profile services provided by critical business systems. As part of our dedicated team, you will be instrumental in ensuring these services are available and functioning correctly, providing essential support and guidance to our users.

What you will be doing:

  • Service Level Management: Maintain and negotiate service levels, diagnose service delivery problems, and initiate actions to improve levels of service.
  • Incident and Problem Management: Handle incidents according to procedures, investigate and facilitate recovery, and analyse metrics to enhance service performance.
  • Security Administration: Maintain security processes, provide guidance on access rights, and investigate security breaches.
  • Customer Service Support: Manage day-to-day operations, resource planning, and work allocation to meet agreed service levels. Ensure performance tracking and monitoring through all service channels.
  • Availability and Continuity Management: Advise on service availability planning, manage disaster recovery arrangements, and ensure continuity plans are tested and effective.
  • Release and Deployment Management: Lead the planning and design of release packages, liaise with stakeholders on release scheduling, and conduct post-release reviews.
  • Capacity and Application Support: Manage capacity forecasting activities, provide advice on service component design, and ensure proper implementation of capacity standards and procedures.
  • Knowledge Management and Learning Delivery: Organize and oversee the lifecycle of knowledge assets, deliver learning activities to facilitate skill and knowledge transfer.

What you will bring:

  • Experience: Demonstrable experience in delivering services at a tactical or operational level within IT. Evidence of recent success in a similar role.
  • Skills: Proficiency in service operation, transition, design, and continual service improvement (CSI). Ability to manage and prioritize tasks, communicate effectively, and proactively develop knowledge.
  • Qualifications: Educated to degree level or equivalent practical experience in a relevant field.

It would be great if you had:

  • Strong planning and communication skills.
  • Experience in coordinating technical change in both operational and project settings.

Additional Requirements:

  • Willingness to undertake some travel to similar sites and adhere to normal health and safety requirements.

We particularly welcome applications from women and/or candidates from a BME background as they are currently under-represented at this level in our department. How to Apply: Please submit your CV and a cover letter outlining your suitability for the role. We look forward to welcoming you to our team and working together to support the University's mission through excellent IT services.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42494 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

UIS VPN and Managed VPN service certificate update

News feed from help site - Tue, 16/07/2024 - 11:54

The UIS VPN and Managed VPN service will standardise on automated SSL certificate replacements starting on 4 August. Some Linux users may need to take action.

Shared network drives: planned maintenance on Friday 26 and Saturday 27 July

News feed from help site - Tue, 16/07/2024 - 09:44

Shared network drives will be unavailable on Saturday 27 July 2024 between 09:00 and 17:00.

Senior Programme Co-ordinator (Fixed Term)

Jobs - Fri, 12/07/2024 - 00:00

The Recovery Programme is a business-critical IT transformation programme consisting of multiple workstreams. It is a response to a recent cyber-attack at the Clinical School Computing Service (CSCS) and covers short-term objectives relating to the recovery of services provided by CSCS, and longer-term goals to reduce vulnerabilities across the Collegiate University.

The Senior Programme Co-ordinator will work closely with the Programme Manager and programme team to ensure the programme runs as efficiently as possible. You will be expected to develop programme and workstream project plans, working with the team and stakeholders; track progress on tasks and spend; and provide progress reporting to committees. Some administrative support to the Programme Manager will also be required.

The successful candidate will have a recent background in supporting the delivery of a large IT programme within the higher education sector.

Fixed-term: The funds for this post are available for 12 months in the first instance.

Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42456 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Senior Cloud Engineer (Fixed Term)

Jobs - Tue, 09/07/2024 - 00:00

Fixed-term: The funds for this post are available for 2 years in the first instance.

We are looking for an experienced and enthusiastic Senior Cloud Engineer to be part of a new and exciting initiative to develop the UK Regional Centre (UKSRC) for the Square Kilometre Array, the world's largest radio telescope.

The role is based in Research Computing Services (RCS) a leading UK National Supercomputing Centre and home to Dawn, the fastest AI supercomputer in the UK, providing facilities and services to world-renowned scientists, clinicians and engineers across the UK and Europe.

The University of Cambridge RCS provides HPC resources for UKSRC and is developing novel federated cloud platform technologies as well as providing leadership on system architecture.

The successful candidate will become part of a diverse team of systems engineers, astronomers, and computer scientists developing advanced solutions to support world class science and deliver service for processing data from the world's largest radio telescope.

You'll be working in a team of Cloud engineers, in collaboration with National and International colleagues to help deliver, operate and support the UKSRC and international cloud infrastructure and HPC resources.

Responsibilities

  • Design, deploy, and manage OpenStack-based cloud environments.
  • Troubleshoot and resolve complex issues related to cloud infrastructure and HPC environments.
  • Stay current with industry trends and emerging technologies to propose innovative solutions.
  • Support Science teams by providing them with technical expertise and advice on best practices for using cloud-based environments.

Skills and experience Preferred:

  • Deployment and administration of Linux operating systems.
  • Utilizing Ansible for configuration management.
  • Strong understanding of virtualization technologies and cloud architecture.
  • Experience with scripting languages (Python, Bash, etc.) for automation.
  • Knowledge of containerization technologies (Docker, Kubernetes).
  • Solid understanding of networking principles in cloud environments.

Desirable:

  • Experience in working in a scientific environment and/or providing support to researchers.
  • Experience working with HPC clusters and parallel file systems.
  • Knowledge of GPU-accelerated computing and associated frameworks.
  • Experience Performance profiling, monitoring tools, and software performance optimization.

More information about the role is attached in the 'Further Particulars' document. The University is supportive of hybrid working and we aim to enable as many staff as possible work in a hybrid way if they wish and where their role allows. This role allows the post holder to be office based, work in a hybrid way or remotely with only minimal office attendance.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

All queries should be directed to recruitment@uis.cam.ac.uk in the first instance.

Please quote reference VC42390 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

HPC Support Analyst

Jobs - Mon, 01/07/2024 - 00:00

Are you interested in an exciting and unique opportunity to support the UK's HPC and AI Research Services? We are looking for enthusiastic individuals to join our team operating large HPC and AI infrastructure including the UK's fastest AI supercomputer, Dawn. We support scientists across the UK in critical research fields such as clean energy, personalised medicine and climate science and you will help us in delivering world class services.

Who you'll be working with The role is based in Research Computing Services, a leading UK National Supercomputing Centre, providing facilities and services to world-renowned scientists, clinicians and engineers across the UK and Europe. You'll be part of a growing team of specialist, Software and Systems Engineers, working with a wide range of stakeholders across multiple disciplines and institutions.

What you will do You'll be responsible for supporting a diverse range of activities, including providing first line support for all specialised Research computing IT services, user administration, problem solving, issue diagnosis and fault resolution, improving documentation, automating processes, contributing to training materials and events and business processes such as the processing of purchase orders and generation of reports, to ensure effective exploitation of the services by the researchers.

Skills and experience you will need

  • Proven experience in technical problem solving.

  • Knowledge in one of the following areas: Linux system administration
    Scripting
    Automation and configuration management (Ansible or Puppet) Version control Cloud technologies e.g. OpenStack or VMware Ability to manage and prioritise own tasks and supervise junior team members

  • Able to communicate effectively orally and in writing.

  • Highly proactive and enthusiastic.

An interest in working with AI, High Performance Computing or Research Software is essential but experience in these fields is not crucial as long as you show willingness to learn.

What we can offer

  • 41 days holiday per year including bank holidays

  • A generous pension

  • Hybrid working. The University is supportive of hybrid working, where some work is undertaken on University premises and some in a remote working environment. The aim of our approach is to enable as many staff as possible to work in a hybrid way if they wish and where their role allows.

  • A friendly and supportive team environment

  • The opportunity to shape and influence how we work.

We support flexible and family-friendly working and are open to non-standard working patterns. While this is advertised as a full-time role, we would consider applications from candidates who are looking to work less than full-time hours and are open to applicants who live outside Cambridge but are willing to travel to Cambridge when required.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

All queries should be directed to the e-mail address: recruitment@uis.cam.ac.uk in the first instance.

Please quote reference VC42290 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Senior HPC Support Analyst

Jobs - Mon, 01/07/2024 - 00:00

Are you interested in an exciting and unique opportunity to support the UK's HPC and AI Research Services? We are looking for enthusiastic individuals to join our team operating large HPC and AI infrastructure including the UK's fastest AI supercomputer, Dawn. We support scientists across the UK in critical research fields such as clean energy, personalised medicine and climate science and you will help us in delivering world class services.

Who you'll be working with The role is based in Research Computing Services, a leading UK National Supercomputing Centre, providing facilities and services to world-renowned scientists, clinicians and engineers across the UK and Europe. You'll be part of a growing team of specialist, Software and Systems Engineers, working with a wide range of stakeholders across multiple disciplines and institutions.

What you will do You'll be responsible for supporting a diverse range of activities, including providing first and second line support for all specialised research computing IT services, user administration, problem solving, issue diagnosis and fault resolution, improving documentation, automating processes, contributing to training materials and events and business processes such as the processing of purchase orders and generation of reports and monitoring KPIs, to ensure effective exploitation of the services by the researchers.

Skills you will need

  • Developing knowledge of one technical specialism within one IT domain e.g. Desktop Support within the IT domain of infrastructure

  • Knowledge in two of the following areas:

Linux system administration
Scripting
Automation and configuration management (Ansible or Puppet) Version control e.g. git
High performance computing
Cloud technologies e.g. OpenStack or VMware Ability to manage and prioritise own tasks and supervise junior team members Able to communicate effectively orally and in writing Highly proactive and enthusiastic

An interest in working with AI, High Performance Computing or Research Software is essential but experience in these fields is not crucial as long as you show willingness to learn.

What we can offer

  • 41 days holiday per year including bank holidays

  • A generous pension

  • Hybrid working. The University is supportive of hybrid working, where some work is undertaken on University premises and some in a remote working environment. The aim of our approach is to enable as many staff as possible to work in a hybrid way if they wish and where their role allows.

  • A friendly and supportive team environment

  • The opportunity to shape and influence how we work.

We support flexible and family-friendly working and are open to non-standard working patterns. While this is advertised as a full-time role, we would consider applications from candidates who are looking to work less than full-time hours and are open to applicants who live outside Cambridge but are willing to travel to Cambridge when required.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

All queries should be directed to the e-mail address: recruitment@uis.cam.ac.uk in the first instance.

Please quote reference VC42289 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Annual archiving and deletion of Panopto content

News feed from help site - Fri, 28/06/2024 - 15:18

The annual archive of Panopto lecture capture content has been scheduled for 3 September. Live content created on or before 31 August 2024 will be moved into the Panopto archive. Last year’s archive, containing content created on or before 31 August 2023, will be permanently deleted on 31 August 2024.

IT Technical Specialist (Fixed Term)

Jobs - Fri, 28/06/2024 - 00:00

Overview

The University Information Services (UIS) at the University of Cambridge seeks an experienced IT Technical Specialist within the Desktop and Systems Team based in the Department of Zoology.

As a Desktop and Systems team member, you will provide a wide variety of IT services to the entire University. This exciting role involves supporting various users, from administrative staff to researchers, across multiple operating systems, including Windows, Linux, and Mac.

In this role, you will work in a supportive and collaborative environment alongside subject-matter experts within UIS. This is an excellent opportunity to learn new skills, explore innovative technologies, and advance your career while contributing to groundbreaking research in Zoology.

Key responsibilities include:

  • Supporting and developing the operation of core desktop systems with a focus on Microsoft Intune, Azure/Entra ID, applications, and security.
  • Working with cloud technologies and contributing to the University's desktop strategy
  • Assisting in the migration of departments to a central service provision.

Main Responsibilities

  • Support 1st and 2nd support request
  • Work within a team to support, enhance, and transform our core desktop service using Microsoft Intune.
  • Implement and support key technologies utilising automation and scripting where possible.
  • Ensure that business continuity measures are implemented and maintained to minimise the impact of systems failure.
  • Monitor, diagnose, and proactively fix issues.
  • Implement and maintain automated systems to administer systems and services at scale.
  • Deploy applications and maintain security systems on Windows 11 and macOS devices.
  • Ensure that systems and procedural documentation are maintained and accurate.
  • Work closely with people across UIS and the more comprehensive University, including software engineers, network engineers, security staff, database administrators, project managers, and service teams.
  • Design systems and choose appropriate technologies to solve the needs of one of the world's leading academic institutions.
  • Support teams with migrating services to a central delivery.

Skills

The successful applicant will have demonstrable experience working with the following products and technologies:

  • Microsoft Intune
  • Microsoft Azure / Entra ID
  • Linux experience
  • Application deployment/automation
  • Strong troubleshooting skills
  • Good communication, organisational and problem-solving skills
  • Working on projects and writing clear guidance and documentation

The following skills/knowledge would also be helpful.

  • Microsoft Graph API
  • macOS
  • Scripting e.g. PowerShell etc
  • Version Control using tools such as git

Fixed-term: The funds for this post are available for 2 years in the first instance.

Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

If you have any queries before applying, please contact Steve Hoensch, Head of Front Line Services (sh342@uis.cam.ac.uk)

Please quote reference VC42253 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Microsoft 365 Developer

Jobs - Mon, 24/06/2024 - 00:00

The University and UIS

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

The role

The Collaboration Tools Team in UIS Infrastructure are responsible for the University's central Microsoft Office 365 tenancy which supports over 200,000 users.

The Microsoft 365 Developer will join a team of three developers working as part of the Collaboration Tools team to develop software and solutions to support the management of this tenancy. A key product of the team is "Toolkit" our in-house developed delegated management tool for Office 365. You will also be asked to develop scripts and systems to support the Collaboration Tools team in their management of our Office 365 and Entra tenant, including the systems that manage the user accounts, group membership and license allocation.

You'll get the chance to collaborate and interact with some of the finest minds in the world, sharing data, insight and expertise to make a meaningful difference to the University's success.

As a Microsoft 365 Developer you will:

  • Develop and manage central services to support the Collegiate University's use of Office 365. (e.g. Toolkit)
  • Develop and maintain central services to support the Collegiate University's use of Microsoft Entra ID.
  • Develop and manage processes to automate the management of Office 365.
  • Assist the Microsoft 365 system administrators.
  • Assist the Microsoft 365 system administrators with 3rd line support requirements.

This position is a permanent, full-time role, usually based on the University's West Cambridge Site. Hybrid working is available with this post but you will be expected to attend the office one day a week.

What you will need

  • Experience of C#, .Net & PowerShell.
  • Experience of developing modern UIs using web frameworks (e.g. Blazor)
  • Experience using restful APIs particularly Microsoft Graph API
  • Experience of Active Directory and Microsoft Entra ID
  • Awareness of oAuth/OpenID Connect and SAML2
  • Understanding of the concepts of Teams, Exchange & SharePoint from a developers view
  • Experience with MSSQL databases
  • Experience with Azure
  • Power Platform experience would be beneficial
  • Experience of source control in git and CI/CD pipelines would be beneficial

The benefits

You can expect to receive:

  • a competitive salary with automatic service-related progression and annual cost-of-living increases
  • a generous annual leave allowance of 36 days per year (including bank holidays)
  • access to a hybrid pension scheme with attractive employer contributions
  • access to a range of shopping and travel discounts through the Cambens scheme.Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

If you would like more information about this role, informal enquiries can be directed by email to Tom Feather, Office 365 Lead Developer at tjf38@cam.ac.uk.

Please quote reference VC41815 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Senior Software Developer

Jobs - Wed, 19/06/2024 - 00:00

The University of Cambridge's Information Services (UIS) is seeking an experienced Senior Software Developer, specialising in Java web application development, to join a dedicated agile development team focused on the transformation of HR systems within the University.

This is an exciting opportunity to help shape the technical roadmap of an accelerating team within the unique environment of the DevOps Division of UIS. The successful applicant will work with stakeholders, technical staff and directly with users to transform a suite of applications powering HR processes within the University. They will have the chance to contribute across the stack, from frontend usability improvements to ensuring the resilience of the cloud-based deployment in GCP. We are looking for someone who would embrace this exciting and challenging opportunity, who enjoys working closely with users to deliver value and who is excited to grow in their role.

This is a hybrid working position, with amazing benefits, like a defined benefit pension and 41 days of annual leave inclusive of public holidays.

The idea candidate would have demonstrable experience in:

  • Java web application and REST API development, primarily in Spring, Spring Boot or a similar Java / Kotlin framework.
  • Frontend development, ideally in React and TypeScript.
  • Ensuring appropriate test coverage, with a desire to work in a TDD manner for feature development.
  • Solving complex user needs with simple user journeys and interactions built from reusable solutions.
  • Working in a DevOps environment, demonstrating ownership of the full end-to-end system lifecycle.
  • Using Cloud Technologies (Google Cloud preferable), Docker, CI/CD (GitLab preferable) and Infrastructure as Code technologies (Terraform preferrable).
  • Writing and collaborating on highly insightful, comprehensive code reviews.
  • Demonstrating excellent written and verbal communication skills.
  • Collaborating with users and business representatives to gain insight, and to bottom-out detailed requirements.
  • Mentoring other developers.
  • Debugging complex problems effectively, including in new unexplored applications.
  • Seeing activities through to completion, meeting deadlines and matching your pace to the urgency of the situation.

The ideal candidate would additionally be able to:

  • Take the lead on infrastructure work, with significant experience managing production workloads using Terraform within GCP.
  • Make use of Python for web application development, including confidence in the Django framework.
  • Learn new skills independently and proactively and are constantly striving to raise technical excellence.
  • Convince, provide work direction, and leadership to colleagues.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42155 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Senior Business Analyst

Jobs - Tue, 18/06/2024 - 00:00

An opportunity has become available at University of Cambridge for an experienced Senior Business Analyst with a background in the delivery of digital products and services.

This role is part of University Information Services (UIS). We work collaboratively with colleagues in departments, colleges, and other institutions to provide a range of IT services to support the needs of all users at the University. You will join a growing team of Business Analysts, User Researchers, Product Managers & Designers working to transform products and services used by the University's staff and students.

As Senior Business Analyst you will make sense of our most complex landscapes, working with stakeholders to ascertain true business needs. Investigating the impact of potential changes on existing systems, as well as conflicts and synergies with other in-flight or planned work, you will present thoroughly considered options and recommend the optimum course of action. You will have line management responsibility for up to four Business Analysts.

This is a permanent role split between University Information Services' modern offices on the West Cambridge Site and working from home. We offer flexibility of working hours together with a generous pension and holiday allowance.

As a Senior Business Analyst you will:

  • Carry out Business Analysis on projects, products or services of large scale and/or high complexity.
  • Actively lead scoping and planning of Business Analysis work in the area you are assigned, overseeing the work of other Business Analysts.
  • Select, adopt, and adapt the appropriate methods, tooling and techniques based on predictive (plan-driven) or adaptive (agile) approaches.
  • Work with stakeholder groups to understand their business needs and identify their communication and relationship needs related to change management.
  • Have line management responsibility for up to four Business Analysts within the team.

Are you the right candidate?

  • You're comfortable with complexity and ambiguity and are able to work as high-level, or as detailed, as the task requires.
  • You're adept at working with stakeholders at all levels.
  • You have a wealth of experience working as part of a multi-disciplinary delivery team to shape and build digital products and services.
  • You have expert knowledge and extensive experience applying business analysis tools and techniques.
  • Line management experience or a keen desire to develop others.

Please submit your CV and cover letter to apply for this position. If you have any queries before applying, please contact Carys.Hayler@uis.cam.ac.uk.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC40943 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Senior Service Desk Analyst

Jobs - Fri, 14/06/2024 - 00:00

UIS and the Service Desk

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

The Service Desk is the first point of contact at UIS for the Collegiate University's students, staff and IT officers when seeking technical support or reporting IT incidents. We set the standard of customer service, helping to support, develop and deliver the IT services we provide.

The Senior Service Desk Analyst will join a collaborative team of customer-focused analysts, user administrators and IT Service Management (ITSM) tool specialists. We offer first- and second-line support, providing customers with the best possible service and conveying our sincere willingness to help.

Key Duties and Responsibilities

This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

The role would suit someone interested in service management. As well as technical skills, it requires the ability to create documentation and service management modules. The applicant is expected to be proactive regarding incidents, problem and knowledge management processes.

Our Senior Service Desk Analysts are responsible for the effective delivery of a customer-focused, professional IT support service, working effectively as part of a busy team. They are directly supported by the Service Desk Manager and other UIS teams via instant messaging channels.

Senior Service Desk Analysts work autonomously, delivering a consistent, high-quality support service that follows our departmental processes and procedures. They take ownership of incidents and requests, and collaborate with colleagues within IT services and beyond to deliver innovative, appropriate and timely solutions via video calls, Microsoft Teams chat, ITSM email and scheduled appointments.

Skills, Qualifications and Experience

The role holder is expected to be educated to at least A-level standard or equivalent level of practical experience. Experience in an IT support role is essential, and applicants are expected to have comprehensive experience in Microsoft and Apple operating systems and applications. Some experience of Linux is desirable.

Excellent communication and customer service skills are critical for the role. The role holder must be self-motivated, proactive, willing to acquire new skills and knowledge, capable of working unsupervised, and able to complete projects in a timely, professional manner.

Benefits of working for the University of Cambridge

  • Working in an open, friendly and collaborative team
  • 36.5 hour working week
  • 36 days annual leave (including public holidays and Christmas holiday closures).
  • An extremely competitive, tax-efficient pension scheme - the Cambridge University Assistants' Contributory Pension Scheme (CPS)
  • Eligible for a wide range of competitive benefits and services.
  • Access to numerous discounts on shopping, healthcare, financial services and public transport. Please see CAMbens page: https://www.hr.admin.cam.ac.uk/pay-benefits/cambens-employee-benefits

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Should you have any queries before applying, please email servicedeskmanager@uis.cam.ac.uk

Please quote reference VC42058 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

University Wireless Service: essential maintenance, July 2024

News feed from help site - Thu, 13/06/2024 - 10:48

We will be carrying out essential maintenance to the University Wireless Service on several dates in July. This is to implement updates, upgrades and fixes. The service may be interrupted during these maintenance periods.

IT Senior Engineer (Servers and Storage) - Linux Administrator

Jobs - Mon, 10/06/2024 - 00:00

The Information Services division (UIS) at the University of Cambridge are seeking an experienced Servers and Storage Administrator for a new permanent position within the Servers & Storage Linux team, to support the University's Cyber Action Plan.

The Servers and Storage team provides a wide variety of IT infrastructure to run services offered to the entire University. This role supports and develops the operation of core systems, with a focus on Server Security and Linux system administration.

In this role you will administer servers and storage in private and public clouds, along with security compliance and monitoring work. You will also provide advice and guidance on security strategies, managing identified risks and enabling the adoption of standards. The Servers & Storage team offers a supportive and collaborative environment, and you will get to work alongside subject-matter experts. You will have the opportunity to learn new skills and develop your career.

Main Responsibilities

  • Work within a team to support and enhance and transform our core IT server infrastructure - both physical and virtual
  • Contribute to the development of information security policy, standards and guidelines
  • Implement and support key technologies in server, virtualisation, storage, and software - utilising automation and scripting where possible
  • Monitor, diagnose and proactively fix issues
  • Own in-team technical projects associated with the improvement of infrastructure
  • Implement and maintain automated systems to administer systems and services at scale.
  • Ensure that systems and procedural documentation is maintained and accurate
  • Work closely with people across UIS and wider University, including software engineers, networks engineers, security staff, database administrators, project managers and service teams.
  • Design secure systems / choose appropriate technologies to solve the needs of one of the leading academic institutions in the world.

Skills

The successful applicant will have demonstrable experience working with the following products and technologies:

  • Linux (RHEL or Ubuntu) systems administration.
  • Experience of running and monitoring secure systems
  • Strong scripting and automation skills - Python experience would be particularly valuable
  • Configuration / code management (eg Ansible or puppet)
  • VMware hypervisor, networking and automation.
  • NAS and SAN storage systems.
  • Full stack understanding of how different layers of IT interoperate, from networking up to the application / service level.
  • Strong troubleshooting skills
  • Good communication, organisational and problem-solving skills

The following skills/knowledge would also be useful:

  • Email routing
  • Web technologies (Apache, Tomcat, traffic management, search engines)
  • Databases (esp. PostgreSQL, MySQL)
  • VMware Cloud Foundation or its component technologies.
  • NAS and SAN storage systems.
  • Comfortable finding solutions across technology boundaries.
  • Degree (2:1 or higher) or equivalent work experience.

The team is flexible and supportive, and we endeavour to allow employees to focus on the technologies they wish to where possible.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42013 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

IT Senior Engineer (Servers and Storage) - Windows Administrator

Jobs - Mon, 10/06/2024 - 00:00

The Information Services division (UIS) at the University of Cambridge are seeking an experienced Servers and Storage Administrator for a new permanent position within the Servers & Storage Windows team, to support the University's Cyber Action Plan.

The Servers and Storage team provides a wide variety of IT infrastructure to run services offered to the entire University. This role supports and develops the operation of core systems, with a focus on Server Security and Windows system administration.

In this role you will administer servers and storage in private and public clouds, along with security compliance and monitoring work. You will also provide advice and guidance on security strategies, managing identified risks and enabling the adoption of standards. The Servers & Storage team offers a supportive and collaborative environment, and you will get to work alongside subject-matter experts. You will have the opportunity to learn new skills and develop your career.

Main Responsibilities

  • Work within a team to support and enhance and transform our core IT server infrastructure - both physical and virtual
  • Contribute to the development of information security policy, standards and guidelines
  • Implement and support key technologies in server, virtualisation, storage, and software - utilising automation and scripting where possible
  • Monitor, diagnose and proactively fix issues
  • Own in-team technical projects associated with the improvement of infrastructure
  • Implement and maintain automated systems to administer systems and services at scale.
  • Ensure that systems and procedural documentation is maintained and accurate
  • Work closely with people across UIS and wider University, including software engineers, networks engineers, security staff, database administrators, project managers and service teams.
  • Design secure systems / choose appropriate technologies to solve the needs of one of the leading academic institutions in the world.

Skills

The successful applicant will have demonstrable experience working with the following products and technologies:

  • Windows Server systems administration.
  • Active Directory, Group Policy and Windows Server security
  • Running third party server applications on Windows Server
  • Strong scripting and automation skills - PowerShell experience would be particularly valuable
  • VMware hypervisor, networking and automation.
  • Full stack understanding of how different layers of IT interoperate, from networking up to the application / service level.
  • Strong troubleshooting skills
  • Good communication, organisational and problem-solving skills

The following skills/knowledge would also be useful.

  • SQL Server administration
  • Backup software (especially Veeam)
  • VMware Cloud Foundation or its component technologies.
  • NAS and SAN storage systems.
  • Comfortable finding solutions across technology boundaries.
  • Degree (2:1 or higher) or equivalent work experience.

The team is flexible and supportive, and we endeavour to allow employees to focus on the technologies they wish to, where possible.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42011 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

Lead Operations Engineer (Networks) On-Site

Jobs - Mon, 10/06/2024 - 00:00

The University Information Services (UIS) is forming a new Network Operations team and has an exciting opportunity for a Lead Operations Engineer (Networks) to join the team.

Under the guidance of the Infrastructure Operations Manager (Networks), and working within the Network Systems team of fifteen, you will support various network environments within the University including, but not limited to:

  • The University's internet connection to its ISP, Janet.
  • The University Data Network (UDN), the main backbone network.
  • Various customer networks including those on the Managed Network Services (MNS) and those supplied under the Network Unification programme.
  • The University Wireless Service (UWS).
  • The Data Centre Network (DCN) located in multiple sites.

As the team lead, you will take full responsibility of recruiting and managing up to three team members to support and continuously improve University-wide network services. You will work onsite around the University estate and be expected to:

  • Support and develop network monitoring and maintenance systems to ensure the day-to-day operation of all networks continues seamlessly.
  • React to network outages quickly and efficiently, participating in onsite remediation where required to restore network services, liaising with customers and colleagues to maintain good lines of communication.
  • Respond to incidents raised by customers acting as second / third line support for tickets escalated to the network team by the Service Desk. You will troubleshoot and resolve issues where possible and further escalate to technical network specialists where necessary.
  • Implement standard service customer requests, such as the creation of new logical networks or updates to system configuration that cannot be delegated to customers.
  • Manage delivery of multiple projects, co-ordinating between the wider team and other stakeholders both inside and outside UIS and the University. For example to carry out equipment upgrades to ensure devices are on secure firmware, and replacement programs to refresh old hardware.
  • Ensure support documentation and processes are adhered to, updated, and disseminated throughout the wider team.
  • Develop and nurture the team of Network Operations engineers embedded into onsite support teams, guiding and mentoring junior members of the team where necessary.

You should have the following skills and experience:

  • Demonstrable recent evidence of managing technical teams for quality results in IT Operation.
  • Evidence of effectively sharing technical knowledge and skills to train and develop colleague abilities both inside and outside the team.
  • Demonstrable track record of developing IT Operations policy, strategy and practise.
  • Expert knowledge of IT infrastructure, specifically networks that support client device environments, or networks that service server environments.
  • Expert knowledge in network monitoring and administration.
  • Ability to build relationships with colleagues and customers at all levels of the organisation. Excellent written and verbal communication skills, and able to use your own initiative.

Effective project management and organisation skills would be desirable. You should have either a degree, Level 7 vocational qualification, industry standard certification or be able to demonstrate an equivalent level of experience.

We expect to hold in person interviews from Wednesday 3rd of July onwards.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

If you have any queries before applying, please contact Senior Engineering Lead (Underlay Networks), Michael Warren (mcw25@cam.ac.uk)

Please quote reference VC41898 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

User Experience Designer

Jobs - Mon, 10/06/2024 - 00:00

As a User Experience Designer you'll join a growing and talented team of user researchers, content specialists and designers, working to transform products and services used by the University's 60,000 students and staff, as well as a wider global audience.

What you'll be working on

We're starting a new and exciting phase of work on our web estate. You'll collaborate with stakeholders across the University to improve and optimise their web presence.

We're looking for someone to create user-centred digital experiences that align with the University's commitment to excellence. Producing design solutions that cater for user needs and support organisational goals, whilst meeting a high standard of usability and accessibility. You'll be able to shape our future web presence and contribute to our new and evolving digital design language.

You'll have support from a dedicated team of specialists including user research, content design, product and development.

What we're looking for

As a User Experience Designer, you will:

  • Interpret evidence-based research and incorporate this into your work. Understand the users' goals, tasks and the environment within which the products or services will be used.
  • Create designs that meet user needs through sketching, ideation, static wireframes, design concepts or interactive prototypes.
  • Produce visual, user interface and interaction designs, that adhere to best practice usability principles, meet accessibility standards and support the needs of the user.
  • Articulate design decisions to team members and stakeholders.
  • Ensure that design outputs are consistent and delivered to a high standard.
  • Work with, contribute to and maintain a shared set of design components and pattern libraries.
  • Help develop a set of website templates to meet a range of user and organisational needs.
  • Help to ensure our digital presence reflects the values of excellence our reputation is built on.

Are you the right candidate?

  • Experience of working in multidisciplinary teams.
  • Experience creating design solutions based on user research.
  • Proven experience of creating visual, user interface and prototype designs that meet user needs.
  • A great eye for detail and proven experience of applying visual design fundamentals ¿ typography, colour, iconography, visual hierarchy and layout.
  • Proficient in designing and prototyping with specialist design tools, such as Figma.
  • Ability to apply usability principles and accessibility standards.
  • Experience in making iterative design improvements based on user feedback.
  • Ability to advocate for user centred design and promote usability best practice.
  • Experience in articulating design decisions to team members and stakeholders.
  • Working from start to finish on Agile projects.

The role details

The University is supportive of hybrid working, where some work is undertaken on University premises and some in a remote working environment. The aim of our approach is to enable as many staff as possible to work in a hybrid way if they wish and where their role allows. The office is based on the University's West Cambridge site, where the User Experience Team occasionally come together for workshops, team meeting and project work.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

If you are interested in this opportunity and want to know more, please email Jonathan Mitchell at jm2373@cam.ac.uk.

Please quote reference VC41900 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

IT Senior Engineer (Servers and Storage) - Linux Administrator

Jobs - Mon, 10/06/2024 - 00:00

The Information Services division (UIS) at the University of Cambridge are seeking an experienced Servers and Storage Administrator for a new permanent position within the Servers & Storage Linux team, to support the University's Cyber Action Plan.

The Servers and Storage team provides a wide variety of IT infrastructure to run services offered to the entire University. This role supports and develops the operation of core systems, with a focus on Server Security and Linux system administration.

In this role you will administer servers and storage in private and public clouds, along with security compliance and monitoring work. You will also provide advice and guidance on security strategies, managing identified risks and enabling the adoption of standards. The Servers & Storage team offers a supportive and collaborative environment, and you will get to work alongside subject-matter experts. You will have the opportunity to learn new skills and develop your career.

Main Responsibilities

  • Work within a team to support and enhance and transform our core IT server infrastructure - both physical and virtual
  • Contribute to the development of information security policy, standards and guidelines
  • Implement and support key technologies in server, virtualisation, storage, and software - utilising automation and scripting where possible
  • Monitor, diagnose and proactively fix issues
  • Own in-team technical projects associated with the improvement of infrastructure
  • Implement and maintain automated systems to administer systems and services at scale.
  • Ensure that systems and procedural documentation is maintained and accurate
  • Work closely with people across UIS and wider University, including software engineers, networks engineers, security staff, database administrators, project managers and service teams.
  • Design secure systems / choose appropriate technologies to solve the needs of one of the leading academic institutions in the world.

Skills

The successful applicant will have demonstrable experience working with the following products and technologies:

  • Linux (RHEL or Ubuntu) systems administration.
  • Experience of running and monitoring secure systems
  • Strong scripting and automation skills - Python experience would be particularly valuable
  • Configuration / code management (eg Ansible or puppet)
  • VMware hypervisor, networking and automation.
  • NAS and SAN storage systems.
  • Full stack understanding of how different layers of IT interoperate, from networking up to the application / service level.
  • Strong troubleshooting skills
  • Good communication, organisational and problem-solving skills

The following skills/knowledge would also be useful:

  • Email routing
  • Web technologies (Apache, Tomcat, traffic management, search engines)
  • Databases (esp. PostgreSQL, MySQL)
  • VMware Cloud Foundation or its component technologies.
  • NAS and SAN storage systems.
  • Comfortable finding solutions across technology boundaries.
  • Degree (2:1 or higher) or equivalent work experience.

The team is flexible and supportive, and we endeavour to allow employees to focus on the technologies they wish to where possible.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42013 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs

IT Senior Engineer (Servers and Storage) - Windows Administrator

Jobs - Mon, 10/06/2024 - 00:00

The Information Services division (UIS) at the University of Cambridge are seeking an experienced Servers and Storage Administrator for a new permanent position within the Servers & Storage Windows team, to support the University's Cyber Action Plan.

The Servers and Storage team provides a wide variety of IT infrastructure to run services offered to the entire University. This role supports and develops the operation of core systems, with a focus on Server Security and Windows system administration.

In this role you will administer servers and storage in private and public clouds, along with security compliance and monitoring work. You will also provide advice and guidance on security strategies, managing identified risks and enabling the adoption of standards. The Servers & Storage team offers a supportive and collaborative environment, and you will get to work alongside subject-matter experts. You will have the opportunity to learn new skills and develop your career.

Main Responsibilities

  • Work within a team to support and enhance and transform our core IT server infrastructure - both physical and virtual
  • Contribute to the development of information security policy, standards and guidelines
  • Implement and support key technologies in server, virtualisation, storage, and software - utilising automation and scripting where possible
  • Monitor, diagnose and proactively fix issues
  • Own in-team technical projects associated with the improvement of infrastructure
  • Implement and maintain automated systems to administer systems and services at scale.
  • Ensure that systems and procedural documentation is maintained and accurate
  • Work closely with people across UIS and wider University, including software engineers, networks engineers, security staff, database administrators, project managers and service teams.
  • Design secure systems / choose appropriate technologies to solve the needs of one of the leading academic institutions in the world.

Skills

The successful applicant will have demonstrable experience working with the following products and technologies:

  • Windows Server systems administration.
  • Active Directory, Group Policy and Windows Server security
  • Running third party server applications on Windows Server
  • Strong scripting and automation skills - PowerShell experience would be particularly valuable
  • VMware hypervisor, networking and automation.
  • Full stack understanding of how different layers of IT interoperate, from networking up to the application / service level.
  • Strong troubleshooting skills
  • Good communication, organisational and problem-solving skills

The following skills/knowledge would also be useful.

  • SQL Server administration
  • Backup software (especially Veeam)
  • VMware Cloud Foundation or its component technologies.
  • NAS and SAN storage systems.
  • Comfortable finding solutions across technology boundaries.
  • Degree (2:1 or higher) or equivalent work experience.

The team is flexible and supportive, and we endeavour to allow employees to focus on the technologies they wish to, where possible.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Please quote reference VC42011 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Categories: UIS jobs