Ref Number
B01-05595
Professional Expertise
IT and Digital
Department
Vice-President (Operations) (B01)
Location
London
Working Pattern
Full time
Salary
£43,981-£52,586
Contract Type
Fixed-term
Working Type
Hybrid
Available for Secondment
Yes
Closing Date
30-Jul-2026
UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges.
The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.
ISD has more than 500 staff and is structured into nine departments: Director’s Office; Architecture; IT Change and Project Delivery Services; IT for Professional Services and the Bartlett; IT for SLMS, IOE and Humanities; IT Service Delivery; Learning Technology and Media Services; Research IT Services; and Service Strategy and Improvement.
The UCC team are responsible for the following key areas. Office 365 platform comprising of but not limited to Exchange, SharePoint, Microsoft Teams
- Zoom Enterprise
- All areas of telephony
Main purpose of the job
Provide 2nd and 3rd line support for the live@UCL service hosted on the Office 365 platform. A successful candidate for this position will be able to demonstrate proficiency with the design, implementation and support of Microsoft solutions and exhibit strong project management, change management, documentation and communication skills.
Support the operations and users of applications.
(60% of time)
- Provide second and third line support for all Office 365 applications.
- Provide support using ITIL processes including incident (managing discrete service issues), problem (managing longer term service issues), change (manage change to IT services) and capacity management (ensuring the availability and performance of services).
- Perform Root Cause Analysis of major incidents and recurring problems with application services and recommend corrective actions.
- Fulfil service requests relevant to UCL’s Office 365 infrastructure
Release Management (10% of time)
Operate defined release management processes for both Production and User Acceptance Test technical environmentsDuties and responsibilities:
Support the operations and users of applications.
(60% of time)
- Provide second and third line support for all Office 365 applications
- Maintaining up to date industry knowledge of Office 365 applications and roadmap.
Design application software to meet business requirements
(5% of time)
Research different possible design solutions and features, evaluate against the original request, brief and requirements, and decide on the most effective design for the application.
- Design applications in the context of:
The stated business requirements.
- UCL’s Standards and IT governance.
Document the application design in accordance with current standards. Such designs may include:
- Database design (logical and physical).
- Solution architecture (authentication, resilience, web services).
- Ensure the production of User Interface designs that optimise user experience and ensure an appropriate degree of commonality across applications.
Build application software/install and configure software and build service. (5% of time)
- Ensure the creation of the software development/installation environment liaising with server administration as required.
- Liaise with internal ISD business users or their representatives - or with third parties such as UCAS, HEFCE or suppliers - to ensure that developed or installed software meets business requirements
Test application software (5% of time)
Provide a significant contribution to test strategies and plans as determined, through definition of the test cases and scenarios and expert input into test strategies.
- Carry out unit testing on developed software
- Perform load and performance testing in collaboration with UCL’s software test and quality function – or supervise this work.
- Carrying out testing of Office 365 applications for robustness and make testing decisions that are required.
Knowledge Transfer and Training Delivery (10% of time)
The post holder will provide knowledge transfer to 1st line support teams.
- Document application software to aid transition to the support team. This will include support documentation and deployment documentation.
- Provide knowledge transfer to the service desk team through a variety of methods such as briefings and documentation reviews.
Release Management (10% of time)
Operate defined release management processes for both Production and User Acceptance Test technical environments
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
- 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
- Additional 5 days’ annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Immigration loan
- Relocation scheme for certain posts
- On-Site nursery
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; and for our Grade 9 and 10 roles, women
