Command & Control Analyst (24/7) - Newcastle-upon-Tyne
hace 5 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. Our role sits within our Customer Experience and Bridge Operations (CE&BO) team within Enterprise Live Services (ELS) part of the Chief Digital & Information Group (CDIO). ELS are accountable for the end-to-end service of HMRC's IT Systems and Services, and our focus is ensuring a consistent, excellent customer experience. We work closely with the other platform groups and their partners to bring IT Systems and Services together. The Customer Experience and Bridge Operations team monitor IT services and infrastructure, across the estate, 24 hours per day, 7 days per week, 365 days per year. Located across two sites, Newcastle, and Telford to provide robust business continuity, the Team is critical to the facilitation and management of Major IT Incidents posing a significant risk or reputational damage to HMRC colleagues and/ or customers. This is an exciting opportunity for candidates with expertise in analysing IT systems, to enhance their career. Working in a large, complex, government IT estate that supports critical national infrastructure, you will monitor the HMRC IT estate through numerous tools to assist in identifying and preventing Major Incidents and deliver CE&BO monitoring processes to an exceptional standard. Job description The Command and Control Analyst role is fundamental in ensuring CE&BO is able to proactively identify and prevent or progress significant IT failures or performance issues which may affect the user experience of HMRC colleagues, and external customers. As a command & control analyst you will be responsible for monitoring our IT estate using a variety of monitoring tools, gathering information, undertaking analysis, triaging incidents which you will either progress or escalate to the Major Incident Manager. This is an exciting role, where you will work collaboratively with your team to provide monitoring to areas of IT HMRC's estate. You will be joining a team that provides round-the-clock cover and service, 24 hours per day, 7 days per week, 365 days per year. This role attracts an Annual Attendance Allowance (AAA) payment which is a 25.49% monthly payment on top of your basic salary. This payment could vary to reflect the specific type and number of unsocial hours you are rostered to work. You will perform your contracted hours on an annualised hours basis, working fixed shift patterns over a 4-week rostering period consisting of days, nights, weekends, and public holidays. The total number of hours worked over the 4-week rostering period is 148 hours. This is not inclusive of breaks which are unpaid. If the rostered shift falls on a Bank Holiday, colleagues are expected to work this. Typically, in 2 out of the 4 weeks, there is a requirement to work 52.75 hours per week, and in the other 2 weeks, a requirement to work 21.25 hours per week. This is subject to change in accordance with business needs. Current (typical) shift patterns are as follows: Week 1 Monday 6:45am - 7pm Tuesday, Friday, Saturday, Sunday 7am - 7pm Week 2 Wednesday 6:45am - 7pm Thursday 7am to 7pm Week 3 Monday 6:45pm - 7am Tuesday, Friday, Saturday, Sunday 7pm - 7am Week 4 Wednesday 6:45pm - 7am Thursday 7pm - 7am Please note that allowances paid within HMRC are subject to change in accordance with respective policy changes, and the Annual Attendance Allowance is currently under review The Command & Control Analyst role is a hybrid role (following successful completion of training) with 60% of working hours being office based in either our Newcastle or Telford bridge operations room. Full-time only role: Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can't guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer. Person specification You will be self-motivated, resilient and confident. A strong communicator who can work proactively and reactively and is able to take the lead. A team player, you will thrive in a team environment and quickly build strong working relationships with your team and wider resolver teams across multiple locations and working patterns. You are someone who can analyse data from multiple monitoring services, ServiceNow and provide detailed information and understanding to the Major Incident Manager, Senior Command & Control Analyst and Service Owners. Responsibilities include but are not limited to: • Proactively monitor the HMRC IT estate, performing detailed analysis using a range of monitoring tools and dashboards. Collaborate with relevant stakeholders to interpret findings and take appropriate action based on the insights gathered., • Monitor incidents raised on our call logging platform and perform trend analysis., • Respond to calls coming into the Bridge liaising with callers, documenting calls, and managing or escalating as required., • Conduct investigate work on incidents such as detailed diagnostics, business impact and incident count, liaising with Service Owners, Service Managers and major Incident managers where appropriate., • Provide support to the Major Incident Manager during incidents, providing information based on the monitoring analysis, number of users affected using Service Now trending, assisting with understanding potential impacts., • Record and review observations to ensure awareness of incidents and trends., • Participate in Service Readiness Reviews, MI calls, Post Incident Reviews as required., • Perform CE&BO impacting for new projects and services utilising various tools and knowledge to make informed decisions on new monitoring requirements., • Introduce monitoring of new services to the team through recorded overviews, testing of monitoring, work instructions and use of the analysts One Note documentation., • Production of reports and appointments., • Undertake regular process reviews and drive improvements., • Proficient in the use of incident management tools (ideally ServiceNow)., • Proficient in the use of Observability tools (ideally Dynatrace)., • Strong analytical and problem-solving skills required to undertake trend analysis utilising troubleshooting methodologies and root cause analysis skills., • Excellent communication skills required and the ability to build positive relationships with stakeholders to enable collaboration. • 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, to include your Job History - provide a short description of your jobs/roles, duties and any key achievements., • 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