Major Incident Manager (24/7)
HM Revenue and Customs
Apply before 11:55 pm on Friday 11th October 2024
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Information Technology
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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.
Would you love to work in a role where no two days are the same?
Do you thrive in constantly evolving situations and are great at taking control, assessing, and managing the situation?
If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.
For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.
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.
The Team
Our role sits within Service Management & Operations (SM&O) which forms part of the Chief Digital & Information Group (CDIO).
SM&O are accountable for the end-to-end service of HMRC’s IT Systems & 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.
Job description
The Major Incident Manager role is part of a team responsible for successful management of major incidents and escalations to conclusion across the IT estate 365 days a year, working collaboratively as required. The Major Incident Manager will drive the 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.
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 for stakeholders, and acting as a point of contact for business areas, using language understood by those stakeholders.
You will act as a senior leader and be accountable for leading and developing teams to effectively handle all incidents, ensuring maximum availability of HMRC IT services.
This post is not simply a technical role and the ability to provide visible leadership, take ownership of issues and proactively lead activities is critical to this role.
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.
The Role
Due to the operational needs, this role does offer hybrid working but 60% of your time must be spent within our Newcastle bridge operations room. You must therefore be able to commute to the Newcastle location.
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 26.11% 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.
Person specification
We are looking for someone with experience of handling Major Incidents in a large multi-functional organisation, along with an understanding of both business and service impacts.
A strong and effective leader, self-motivated, resilient, and confident with working proactively and reactively, and comfortable delivering reports and briefings to senior leaders.
A strong communicator and able to effectively set your tone immediately for both business and technical audiences.
You will thrive in a team environment and quickly be able to build up strong working relationships with your team across both locations.
You will readily consider the ideas of others and can accept feedback on your work.
Responsibilities:
- Facilitating and directing Major Incident resolution activity.
- Producing high quality communications for business and technical audiences within tight timescales.
- Challenging others to facilitate service restoration, while constantly reprioritising tasks and workload.
- Understand IT issues from a customer perspective, draw logical conclusions and make sensible suggestions whilst negotiating with suppliers.
- Taking part in post incident reviews and any residual recovery activity.
- Making critical decisions in relation to incidents/changes required out of hours.
- Working closely with partners to provide assurance of delivery to support Key Business Events.
The team currently operate an out of hours on-call rota which colleagues can join on a voluntary basis. Colleagues that join the voluntary rota will be reimbursed as per HMRC policy.
Essential Criteria:
You will have experience and understanding of:
- Positively influencing teams and skilled at building stakeholder relationships at all levels.
- Working highly effectively in a demanding, constantly evolving environment under tight deadlines whilst championing the major incident process.
- Producing written communications of the highest quality for a range of audiences.
- Leading multiple teams and individuals to achieve the best possible result in the quickest timeframe.
- Strong and effective leadership.
Desirable Criteria:
Existing knowledge of how a business service is supported by the IT.
- Service Management experience within a large organisation and meaningful experience in IT Operational Management.
- Proven dedication to IT Service Management standard methodologies, along with a track record of delivering continuous improvement in a customer centric environment.
- ITIL Foundation V3 or V4 and a fundamental understanding of the Major Incident Management function and how to apply it.
- ITIL Service Operations certification.
If you do not already hold it, you will be required to obtain Security Check (SC) Clearance, and this is a condition of remaining in post.
Technical skills
We'll assess you against these technical skills during the selection process:
- There will also be a Technical written task involved, with details to be shared with candidates during the interview. There is no need to prepare for this task.
Benefits
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Things you need to know
Selection process details
How to Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV to include your job history, qualifications and skills/experience.
Further details around what this will entail are listed below and on the application form.
CV Details:
In the Job History section, please provide details of your current and previous roles including a description of your duties. Match this to the Job description and Essential Criteria in the advert.
In the Qualifications section, please include any relevant qualifications you have.
In the Skills and Experience section, you will have the opportunity to share any further information you wish to explain how you meet the requirements in the Person Specification & Essential Criteria and why you are suitable for the role.
Sift
At sift your CV will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, you will be asked Experience-based questions that let you demonstrate your experience and skills relevant to the role. We will also discuss what you can bring to the role and ask you to talk through examples of your accomplishments.
There will also be a Technical written task involved, with details to be shared with candidates during the interview. There is no need to prepare for this task.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 371546 & vacancy closing date 11/10/2024’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Merit List
After interview, a single merit list will be created, and appointments will be made in strict merit order until the set demand is filled in each location. If successful, you will be informed which locations are available when we reach your position on the merit list.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
- Contact the UBS Recruitment Excellence Team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk 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.
Additional Security Information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Important information for existing HMRC contractual homeworkers:
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
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.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Margaret Tron
- Email : margaret.tron@hmrc.gov.uk
- Telephone : 07919217833
Recruitment team
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
Further information
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.
