Major Incident Manager (24/7) - #138332

Telford

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.

Are you passionate about ensuring seamless IT operations and ready to take on a pivotal role in a dynamic environment?

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.

The Team

Our role sits within Enterprise Live Services (ELS) which forms part of the Chief Digital & Information Group (CDIO).

ELS 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

HMRC is looking for a dedicated Major Incident Manager to join our team and lead the charge in managing major incidents and escalations across our IT estate, 365 days a year.

You will be responsible for Swift Incident Resolution driving the process to restore services quickly, minimising business impact and maintaining service quality and availability. You will undertake Strategic Interventions assessing situations, make timely interventions, and manage resolution activities effectively. You will provide Clear Communication and bridge the gap between technical and non-technical stakeholders, ensuring clear and concise communication within HMRC and with third parties.

You will lead and develop teams to handle incidents efficiently, ensuring maximum availability of HMRC IT services. You will undertake Proactive Ownership of issues, provide visible leadership, and lead activities to ensure smooth operations. Flexibility is required to adapt to support higher priorities as needed, beyond just reacting to IT incidents.

The Role

Due to the operational needs, this role does offer hybrid working but 60% of your time must be spent within our Telford bridge operations room. You must therefore be able to commute to the Telford 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.

The team also operate a further 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.

HMRC is looking for a dedicated Major Incident Manager to join our team and lead the charge in managing major incidents and escalations across our IT estate, 365 days a year.

You will be responsible for Swift Incident Resolution driving the process to restore services quickly, minimising business impact and maintaining service quality and availability. You will undertake Strategic Interventions assessing situations, make timely interventions, and manage resolution activities effectively. You will provide Clear Communication and bridge the gap between technical and non-technical stakeholders, ensuring clear and concise communication within HMRC and with third parties.

You will lead and develop teams to handle incidents efficiently, ensuring maximum availability of HMRC IT services. You will undertake Proactive Ownership of issues, provide visible leadership, and lead activities to ensure smooth operations. Flexibility is required to adapt to support higher priorities as needed, beyond just reacting to IT incidents.

The Role

Due to the operational needs, this role does offer hybrid working but 60% of your time must be spent within our Telford bridge operations room. You must therefore be able to commute to the Telford 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.

The team also operate a further 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.

Person specification

We are seeking a dynamic individual with extensive experience in handling Major Incidents within a large, multi-functional organisation. You should possess a deep understanding of both business and service impacts.

A strong and effective leader, you are self-motivated, resilient, and confident in working both proactively and reactively. You are comfortable delivering reports and briefings to senior leaders.

As an excellent communicator, you can set the right tone for both business and technical audiences. You thrive in a team environment and quickly build strong working relationships across multiple locations. Additionally, you are open-minded, ready to consider the ideas of others, and can accept feedback on your work.

 

Responsibilities:

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.

• Incident Management: Facilitate and direct Major Incident resolution activities.
• Effective Communication: Produce high-quality communications for business and technical audiences within tight timescales.
• Service Restoration: Challenge others to facilitate service restoration, constantly reprioritising tasks and workload.
• Customer Perspective: Understand IT issues from a customer perspective, draw logical conclusions, and make sensible suggestions while negotiating with suppliers.
• Post-Incident Reviews: Participate in post-incident reviews and any residual recovery activities.
• Critical Decision Making: Make critical decisions related to incidents/changes required out of hours.
• Partner Collaboration: Work closely with partners to provide assurance of delivery to support Key Business Events.
  
  

Essential Criteria:

We are looking for a candidate who clearly demonstrates the below:

• Influences Positively: Has a proven track record of positively influencing teams and building strong stakeholder relationships at all levels.
• Thrives in rapidly changing situations: Excels in a demanding, constantly evolving environment, meeting tight deadlines while championing the major incident process.
• Communicates Effectively: Produces excellent quality written communications tailored for a diverse range of audiences.
• Leads with Impact: Successfully leads multiple teams and individuals to achieve the best possible results in the quickest timeframe.
• Exhibits Strong Leadership: Demonstrates strong and effective leadership skills.
  
  

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.
  
  

Security Information:

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.
  
  

Alongside your salary of £44,110, HM Revenue and Customs contributes £12,778 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

How To Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV. In your CV give details of your job history, which should cover up to a maximum of your last 5 roles. Give a brief summary of what you delivered and any key achievements in each role (max 100 words per role). Your CV will be scored against the experience required outlined in the advert.
  
  

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview.

Further details around what this will entail are listed on the application form.

We acknowledge that AI can assist you in your application. Find our guidelines here.

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.

Technical Question:

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: [email protected] – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

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 you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

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 team 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.

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.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

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.

This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.

Security

Successful candidates must undergo a criminal record check.

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.

Successful candidates must undergo a criminal record check.

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.

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

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 : Al Ainsley
• Email : [email protected]
• Telephone : 07704690008
  
  

Recruitment team

• Email : [email protected]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via [email protected]. 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.