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.
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 end to end for HMRC's IT Systems & Services, and our focus is ensuring a consistent, excellent Customer Experience. We work closely with the other product and platform groups and their partners to bring IT Systems and Services together.
Job description
HMRC is looking for a dynamic and proactive Major Incident Manager to join our team, playing a pivotal role in safeguarding the reliability and resilience of our IT estate.
As a Major Incident Manager, you will be at the heart of our response to major IT incidents and escalations, working collaboratively across the organisation 365 days a year. You will champion rapid and effective incident management to restore services swiftly, minimising disruption to business operations and ensuring our colleagues and customers experience the highest standards of service quality and availability.
In this exciting role, you will:
• Assess complex situations and make decisive interventions to resolve major incidents.
• Rapidly coordinate resolution activities and communicate effectively with both technical and non-technical stakeholders, including 3rd parties.
• Manage stakeholder expectations and act as a trusted point of contact for business areas, translating technical information into clear, accessible language.
• Provide visible leadership, taking ownership of issues and inspiring teams to deliver outstanding incident management.
• Go beyond technical expertise, demonstrating initiative, adaptability, and a commitment to continuous improvement.
• Respond to IT incidents and flex to support higher organisational priorities as needed.
This post is not a highly technical role, and the ability to provide visible leadership, rapidly take ownership of emerging issues and proactively direct activities is critical to this role.
The Role
Due to operational needs, this post is 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.
This role can 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 and initial training will be entirely office based in Newcastle.
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 typically 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, the Annual Attendance Allowance is currently under review.
The team also operate a further out of hours on call rota which colleagues are expected to join once fully trained. Colleagues joining the 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 readily 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.
• Proactively participating 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.
Please note: Security Check (SC) clearance level, either already held or willing to obtain, is a requirement of this role. Please see Additional Security Information and Security sections below.
Essential Criteria
We are looking for an experienced Major Incident Manager who clearly demonstrates the below: Proven ability to manage major incidents, including triage, escalation and resolution within a complex organisational environment. Capable of managing multiple incidents simultaneously, prioritising tasks effectively and maintaining focus in a constantly evolving environment to deliver rapid results. Outstanding verbal and written communication skills, with the ability to convey information clearly and effectively to both technical and non-technical audiences ensuring everyone is aligned. Uses strong and effective leadership to demonstrate a positive influence on teams and excels at building strong, collaborative relationships with stakeholders across all levels of the organisation. Able to work independently and make informed decisions when operating outside core hours.
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. Office closures
For more information on where you might be working, review this information on our locations.
If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
This site is:Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle.You will be given more information about what this means at the job offer stage.
Technical skills
We'll assess you against these technical skills during the selection process:Series of situational questions.
Benefits
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme . click apply for full job details
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