Application Operation Engineer (ICT)

We are at a pivotal stage of our digital journey, having implemented an Electronic Patient Record (EPR) digital solution across both our hospital sites. We have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around empowering patients and service users, improving the experience through the healthcare system and joining up systems and data across North West London to better meet the needs of citizens.

This role is part of the Applications team, who are responsible for:

Maintaining our applications, keeping the lights on and ensuring they remain supported, fit-for-purpose and meeting the needs of our end users

As application subject matter experts, contributing to the design and development of new products and services

Improving user experience in our systems and processes

Proactively maintaining our application portfolio and reducing technical debt

Ensuring appropriate, secure and compliant access to Trust systems through effective Registration Authority processes and controls

Main duties of the job

Incident management: You can diagnose, prioritise and resolve complex incidents affecting applications, user access and authentication services, investigating root causes and coordinating appropriate action.

Problem management: You can identify patterns and trends in incidents and access issues, initiate investigations, implement remedies and preventative measures, and work with specialists where required.

Change management: You can analyse and assess impact, develop and document change requests, and implement approved changes in a controlled way, ensuring risks to access, security and service continuity are understood and managed.

Registration Authority expertise: You have strong practical knowledge of NHS Registration Authority processes, including Smartcard management, Care Identity Service (CIS), identity verification, user registration, role assignment and access governance.

Access control and RBAC: You can apply and maintain robust role-based access control models, ensuring access is appropriate to role, complies with least privilege principles, and is regularly reviewed and updated.

Information Governance and data security: You understand the principles of Information Governance, confidentiality, data protection and audit, and can apply them to access management and system administration processes., Participate in the on-call service

Deputise for the Principal Application Operations Engineer as required

Act as the senior Registration Authority escalation point for complex operational issues where appropriate

Lead or support access-related activity for major projects, programmes, system upgrades and go-lives

Support the design and implementation of access models for new or changed services, ensuring compliance with national and local standards

Lead or contribute to regular access reviews, internal audits, external audits and assurance exercises

Develop, review and maintain Registration Authority and access management procedures, guidance notes and supporting documentation

Provide specialist advice to managers, system owners and project teams on secure access, compliance, Smartcards, CIS and RBAC

Produce reports, metrics and analysis on workloads, performance, compliance, incidents, risks and service improvement activity

Support business continuity and disaster recovery planning, testing and documentation for application access and Registration Authority services

Represent the team in meetings, working groups and governance forums as required

Participate in training, knowledge transfer and service improvement initiatives across the team

Occasional work may be required outside of core business hours to support major projects / programmes

All other reasonable requests

This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and their manager.

All duties must be carried out under supervision or within Trust policy and procedure. You must never undertake any duties that are outside your area of skill or knowledge level. If you are unsure, you must seek clarification from a more senior member of staff.

• Seeing the bigger picture, understanding how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
• Attention to detail and commitment to safe, secure working practices, * Degree, or equivalent level of experience
• Service management qualification or equivalent experience (example: ITIL)
• Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
• Experience of being part of user / customer-centric teams and delivering on continuous service improvement initiatives
• Experience of solving complex problems for users through the use of technology, with a focus on service outcomes and user needs
• Deal with more complex issues on the end-to-end service provision, covering Service Management practices (incident, problem, change, service request, etc), * Experience of leading or supporting audit, assurance or compliance reviews relating to system access, Information Governance or security
• Experience of supporting the transition of products from Delivery into Live Service
• Experience of supervision, coaching and mentoring other team members
• Information Governance / Data Security training or equivalent experience
• Registration Authority accreditation, or equivalent experience in NHS identity and access management

Our Trust is one of England’s top-performing and safest trusts. We operate two main acute hospital sites–Chelsea and Westminster Hospital and West Middlesex University Hospital–along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children’s services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.