Major Incident Manager - Newcastle-upon-Tyne
hace 2 días
Newcastle upon Tyne
About the job Job summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. See what it's like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert. Our role sits within HMRC's Chief Digital & Information Group (CDIO) we're increasingly delivering in-house through our growing network of digital delivery centres - hi-tech, state-of-the-art facilities across the UK. HMRC is a customer centric organisation which puts the customer at the forefront of everything we do. Service Management and Operations forms part of CDIO's Technology Platform Services team who are accountable for the end-to-end service for HMRC's IT Systems & Services, and our focus is on ensuring consistent, excellent Customer Experience. The Enterprise Live Services (ELS) team provides the assurance and governance across CDIO by working collaboratively and focussing on developing relationships with other internal technology teams, HMRC departments and external suppliers to support delivery of business processes, via technology. Job description As a Major Incident Manager, you will drive the Major Incident Management process to ensure that service is restored as quickly as possible, minimising the adverse impact on any business operations, and ensuring that the best possible levels of service quality and availability are maintained. The Customer Experience and Bridge Operations team within ELS monitors HMRC's IT services and infrastructure 24/7/365 from Newcastle and Telford, ensuring robust business continuity. They manage Major IT Incidents that could significantly impact or damage HMRC's reputation. CDIO highly values effective Leadership behaviours and team members are expected to role model the Respect at Work culture and challenge where behaviours do not meet expectations. You will be responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non technical stakeholders both within HMRC and to 3rd Parties. You will ensure this activity is managed effectively, managing the expectations of stakeholders, and acting as a point of contact for business areas, using language that is easily understood by those stakeholders. While you will be reacting to IT Incidents and taking ownership to manage them as required, you will flex outside this to support higher priorities as required. You will be working closely with the CDIO Key Business Events team (KBE) and stakeholders to provide assurance of CDIO elements of delivery to support key business events. This post is not a highly technical role. The ability to take ownership of issues, proactively lead activity with peers and senior colleagues and influence outcomes is more important than technical skills. This role involves directing resolution activity and challenging others to provide service restoration as quickly as possible, while constantly reprioritising tasks and workload, therefore it is likely you will have experience of either managing or working in a high performing team in a fast paced environment. The ideal candidate will be confident working proactively and with minimum supervision, reporting progress to the G7 lead as required, and drafting briefings to G7/G6/directors and ExCom as required. The Major Incident Manager role is hybrid role (following successful completion of training) with 60% of working hours being office based. This role is Monday to Friday, with flexibility required within the hours of 8am to 6pm. There is a minimum staffing requirement between 8am and 6pm but start and finish times can vary to meet business needs. Typical patterns include 8am to 4pm, 9am to 5pm, 10am to 6pm, depending on operational requirements and personal preference. While the wider team operates on a 24/7 basis, this role does not include scheduled weekend or night shifts. However, staff may occasionally be asked to voluntarily cover additional hours outside of 08:00 to 18:00, including evenings or weekends, to support critical business needs. Security Clearance is a requirement for this role and appointment will be on condition of securing this level of clearance. Applicants are encouraged to contact the vacancy holder to understand the role better. Person specification • Providing high quality, professional major incident management as part of a 24x7, 365 Major Incident Management team., • Responsible for leading, contacting and directing the teams to effectively manage all incidents, ensuring maximum availability for all HMRC IT services for citizens and internal customers., • Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the HMRC's strategic direction and customers' needs and negotiate with suppliers to facilitate change., • Being a key participant in follow-up activities after any major incident has been resolved such as post incident reviews and any residual recovery activity., • Preparing major incident communications for issue across HMRC and bespoke reports/briefings/Texts to CDIO Senior Leaders/Excom as appropriate., • Liaising with comms teams and HMRC's press office as required to ensure that they have the necessary information to manage external messages appropriately., • Producing written communications of the highest quality for a range of audiences., • Ability to influence others and build strong relationships to reach positive outcomes., • Ability to manage multiple simultaneous tasks at pace, re-prioritising on the go., • Demonstrable strong and effective leaderships skills., • A good understanding of how well-written communications can help inform and guide stakeholders and senior colleagues, during escalations and the investigations into underlying issues., • A track record of delivering a customer centric service in a fast-paced environment., • A solid understanding of the various functions across HMRC and knowledge of how business process is supported by IT., • An understanding of business process of at least one of HMRC's Directorates outside CDIO. Eg CSG. CCG etc., • Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle, • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • A name-blind CV including your job history and previous experiences., • 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