Applications & Middleware Domain

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IT Subject Matter Expert - Applications & Middleware Domain

* Closing Date for Applications - 09 May 2017

* Permanent

* Band D

Heathrow is the UK's premier international airport and one of the world's major hub airports, flying people for business, tourism and to visit friends and relatives around the world. We provide the facilities and services for over 80 airlines flying around 75 million passengers a year to over 180 destinations worldwide and play an important economic role connecting the whole of the UK to global growth. As one of the largest single site employers there are over 76,000 people working at Heathrow, for over 400 companies, working together to achieve our vision of giving passengers the best airport service in the world. Heathrow is like a small city - fast moving, diverse, forward thinking - right at the heart of the nation's global connections and with a world of opportunity.

Job Overview

To manage specific infrastructure and/or application technology domain working for the Technical Architect this role will provide input to the Technical Architect and work with the selected vendors to;

Provide the input to the technical Architect and ensure solutions provided are appropriate to business need, cost effective, support the delivery of IT strategy and provide suitable levels of integrity, resilience, high availability and business continuity.

Provide guidance and assurance to the vendors so that the technical services are optimised and have appropriate service improvement plans and roadmaps in place.

Ensure that knowledge of As-Is technology deployment is acquired, evolved and readily available. To provide guidance and expertise within technology domain to other HAL teams and wider vendor / supplier partners.

Principal Accountabilities

* To assist the technical architect to ensure the effective performance of the technology domain - work with on-shore/offshore suppliers to optimise the end to end performance of the domain based on performance, availability, event management and capacity data and metrics;

* To assist the technical architect to ensure the technology domain knowledge is complete (logical and physical implementation, configuration views, CMDB etc.) - own domain knowledge, its identification, capture and maintenance, thereby ensuring that it is current and supports roadmap lifecycle, incident and problem management processes;

* To ensure that all domain knowledge items are made accessible to stakeholders in an efficient and effective manner;

* Provide technology domain expertise within a multi-discipline team of internal and supplier resources;

* during major incidents to efficiently restore the operational domains back into service

* post major incidents to provide technical oversight, prioritisation and direction for problem management efforts with domain

* Proactively manage and interface with 3rd party on/off shore service providers to ensure that service improvement plans and day to day activities are delivered within agreed timescales and to agreed quality;

* Review and approve Knowledge Management articles for the technical solutions within their domain;

* Provide input to the service improvement plans and roadmaps within infrastructure or application technology domain, contributing to investment cases where necessary;

* Assess, review and approve critical change, release and configuration management items within technology domain;

* Participate in technology development, redesign of existing technical solutions and the transition of these services into the live environment to ensure that they are fully supported by the supplier/vendor

* Provide an appropriate level of design assurance into projects to ensure compliance with standards and alignment with roadmaps;

* Provide single point of contact for suppliers in technology domain, co-ordinate across multiple vendors and co-ordinate efforts for initiatives within technology domain;

* To stay up to date with innovations, developments and new technologies in the technology domain in order to develop and enhance service by utilising new and enhanced functionalities through the development of existing products

* Support the planning and innovation processes by providing domain expertise;

* On-call roster participation to provide technical expertise and guidance to the business;

Qualifications & Experience

Skills:

* Strong troubleshooting and problem solving skills

* Influencing skills across internal and external (suppliers, vendors etc.) stakeholders

Experience:

* Strong experience managing and implementing IT technology in large and complex organisations (airport experience would be desirable)

* Thorough knowledge of all aspects of IT operations including capacity management, change management, availability management, service design and transition and problem & incident management

* Track record of working with suppliers and vendors in a multisource environment

* Senior technical specialist within specific technology domain

* A track record of developing, planning, prioritising and implementing service improvements

* Preferably degree level educated with relevant professional qualification, or suitable equivalent work experience.

Business Behaviours

Take Ownership - Takes accountability for work, reflect on own actions and supports others to do the same

Work as a Team - Works with others to achieve goals and creates a great place to work

Focus on Results - Plans and chooses the right course of action for Heathrow, acts responsibly and focuses on keeping everyone safe

Look after our Customers - Provides a high level of service based on an understanding of customer needs

Build Relationships - Seeks and considers others' views in order to reach agreement

Look for Improvement - Looks for ways to make processes work simpler, more efficient and effective

Drive Change - Plays a key role in anticipating, encouraging and supporting change within the business

Think Strategically - Develops the future for Heathrow through applying an understanding of the vision, mission and goals of the business

Our plans are ambitious ones. And our people equally so. That's why we recognise and value the contribution that everyone makes. In return we offer great benefits. These include our employee assistance programme, pension, healthcare and travel offers, plus a wide range of development opportunities to take your career further.