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.
Contributing to the objectives of the wider ELS team.
Essential Criteria:
* 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.
* Experience of acting calmly and objectively in rapidly changing situations.
Desirable Criteria:
* 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.
* ITIL Foundation Certification.
Technical skills
We’ll assess you against these technical skills during the selection process: Series of situational questions.
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