Ddat it operations incident management team incident manager

Details Reference number 319866 Salary £34,350 - £36,755 Job grade Higher Executive Officer Contract type Permanent Business area HO - Digital Data and Technology Type of role Information Technology Working pattern Full-time Number of jobs available 1 Contents Location About the job Benefits Things you need to know Apply and further information Location Manchester - Soapworks About the job Job summary The first duty of the government is to keep citizens safe and the country secure. The Home Office has been at the front line of this effort since 1782. As such, we play a fundamental role in maintaining the security and economic prosperity of the UK. The Home Office leads on immigration and passports, refugee protection, counter-terrorism, policing, fire services, and crime and drugs policy. Digital Data and Technology (DDaT) enables the Home Office to keep the UK safe and secure. We design and build the services that help people apply for visas or passports; support policing and counter-terrorism operations; and protect the UK’s borders. This is an exciting time to be at the Home Office. You’ll have a chance to shape the future and support our mission to deliver exceptional public services that work for everyone. Our work is guided by these principles: We put user needs first We value delivery and outcomes over process We work in the open Our flexible working policy ensures a healthy work-life balance. We also nurture talent and offer a broad range of learning and development opportunities that will help you flourish in your role. We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive and supportive environment to help you do your best work. You can keep up-to-date with our work on the Home Office DDaT blog. Job description As a member of the DDAT IT Operations Incident Management team, you will play a key role in the provision of service support at the Home Office, contributing to the delivery of high-quality consistent incident, problem and request fulfilment management processes across the estate. You will identify and log issues, and support with investigating and addressing Home Office users’ technical queries, requests, incidents and problems in a timely and professional manner, maintaining a clear focus on the user throughout. You will work closely with other DDAT technical support teams and a variety of suppliers to address issues and restore services within agreed service level agreements. You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps. This post is eligible for a DDaT RRA. Successful Candidates with exceptional skills and experience may be assessed for RRA between (edit accordingly: £3,000 - £5,000). This allowance is subject to an initial review within six months of taking up the post and thereafter an annual review in-line with departmental priorities and could be reduced or withdrawn at any time. Due to the nature of the role, this post is available on a full-time basis only. The flexible working arrangement of Hybrid working (working partly in their workplace(s) and partly at home) is available subject to local agreement with line management. Person specification Your main responsibilities will be: Supporting the effective management of technical incidents in line with incident management processes Reviewing and ensuring accurate information about technical incidents is captured and recorded in order to provide the relevant information to the appropriate DDAT support teams and to facilitate service and management reporting Providing a point of escalation for Service Desk team members Supporting the major incident review process: reviewing major incidents, documenting major incident reports and lessons learned in a timely manner; and ensuring identified actions are completed Providing stakeholders with updates on the status of technical incidents, service requests and problems Regularly engaging with other DDAT teams and / or suppliers to resolve technical incidents, service requests and problems in line with SLAs You will also be expected to carry out the following day to day activities: Managing and owning incidents of all priorities to meet user requirements Proactively contributing to continual service improvement through the identification of incident management process and procedure improvements Liaising with Problem Management to support root cause analysis activities Producing and sharing reports and analysis on technical incidents as required Supporting the onboarding of new / updated services as required, undertaking the necessary training to upskill in the support of the new services Undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid Sharing knowledge and expertise with others, coaching and supporting team members as required Undertaking appropriate training for the role and seek to constantly improve performance through personal development Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice Essential criteria You’ll have a demonstrable passion for IT support, with the following skills or strong experience in: Understanding and / or experience of adhering to ITIL v3 / v4 service management processes and procedures Experience of leading technical calls with proven stakeholder management skills Good communication and interpersonal skills, with an ability to communicate effectively and professionally Ability to work as part of a team and to engage effectively with users, third-parties and suppliers Good analytical and problem-solving skills Strong sense of ownership and drive to follow tasks through to completion Customer-focused The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role: Strategy and Architecture: Business Strategy and Planning o Knowledge Management (KNOW) – level 1 Delivery and Operation: Service Operation o Incident Management (USUP) – level 3 Delivery and Operation: Service Operation o Problem Management (SLMO) – level 3 Delivery and Operation: Service Operation o IT Infrastructure (ITOP) – level 2 Delivery and Operation: Service Design o Service Level Management (SLMO) – level 3 Relationships and Engagement: Stakeholder Management o Customer Service Support (CSMG) – level 2 You should currently hold or be willing to undertake NPPV 3 vetting (including financial checks). This is essential for this role and can be arranged once you are in post. Desirable Criteria Ideally you will also have the following skills or some experience in: Performing a similar role within the Civil Service or at other organisations Using a Service Management toolset to log and update service incidents Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model Knowledge and experience of using ServiceNow Experience of leading large and complex technical calls with proven stakeholder management skills Behaviours We ll assess you against these behaviours during the selection process: Managing a Quality Service Delivering at Pace Making Effective Decisions We only ask for evidence of these behaviours on your application form: Managing a Quality Service Benefits Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an average employer contribution of 27% Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. As part of the application process, you will be asked to complete: A CV detailing job history/qualifications/skills A statement of suitability (personal statement) (maximum 750 words) Provide evidence of the behaviour Managing a Quality Service (250 words maximum) Further details around what this will entail are listed on the application form. The statement of suitability should be aligned to demonstrate your skills and experience for the role and how you meet the Essential criteria as detailed in the job advertisement. The sift will be held on the lead behaviour - Managing a Quality Service and the statement of suitability (personal statement). The CV will not be scored. However, if a large number of applications are received, an initial sift will be conducted on the lead behaviour - Managing a Quality Service. Candidates who pass the initial sift will then be progressed to a full sift. Interviews will be conducted on behaviour-based questions. Sift and Interview dates Sift is expected to take place from 2nd November 2023. Interviews are expected to take place from 28th November 2023. We will try to meet the dates set out in the advert, however on occasions these dates may change. Interviews will be carried out via video. Candidates will be required to have access to: A laptop (personal or work) with a working webcam Good internet connection Microsoft Teams PLEASE NOTE: Due to time constraints we may not be able to offer alternative interview date(s). It is therefore expected that candidates who are successful at sift stage will make themselves available during the above time frame given. Further information Please read the essential skills for this position carefully. We will only consider those who meet the listed requirement. If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful. For meaningful checks to be carried out, individuals need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. You should normally have been resident in the United Kingdom for the last 3 years if the role requires CTC clearance, 5 years for SC clearance and 10 years for DV. A lack of UK residency in itself is not necessarily a bar to a security clearance and applicants should contact the Vacancy Holder/Recruiting Manager listed in the advert for further advice A reserve list may be held for a period up to 12 months from which further appointment may be made Who are eligible to apply to roles advertised Internally and Across Government? Internally advertised roles are open to existing Home Office staff only. Across Government roles are open to all government departments and Accredited NDPBs. Roles are restricted to existing: Permanent Civil Servants. Fixed term appointments who were appointed following fair and open competition. Please speak to your HR department if you are unsure of how you were recruited. Employees of those NDPBs who have been Accredited by the Civil Service Commission (see NDPB Accreditation - Civil Service Commission (independent.gov.uk). Please check if you are a Civil Servant or Accredited NDPB Public Servant. Public servants from Accredited NDPBs will be recruited as external hires rather than civil servant transfers. See section on NDPBs within the Candidate Information Notes. Also see the Civil Service Commission’s Recruitment Principles for more information on Exceptions Recruitment - Civil Service Commission (independent.gov.uk) Other worker types operating within the public sector (e.g. Agency workers, Contractors, police, military, NHS etc.) and those appointed under Exceptions 1-4 of the CS Commission’s Recruitment Principles (including Secondments, Seasonal Workers) are not eligible to apply. They can only apply to Externally advertised roles. Visa sponsorship We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa Immigration (UKVI) Skilled Worker License. Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best. We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer. New entrants are expected to join on the minimum of the pay band. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant s details held on the IFD will be refused employment. For further information please see the attached notes for candidates which must be read before making an application. Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details. Transfer Terms: Voluntary. If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks. Please see the attached list of Home Office acceptable ID documents. Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk Reasonable Adjustments If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you re deaf, a language service professional If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section. Feedback Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission s recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Resourcing Centre - DDaT Resourcing Email : [email protected] Recruitment team Email : [email protected] Further information If you feel that your application has not been treated in accordance with the recruitment principles, and wish to make a complaint, then you should contact in the first instance [email protected]. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.