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87514 - Incident Management Lead
| Posting date: | 24 May 2024 |
|---|---|
| Salary: | £39,868 to £50,039 per year |
| Additional salary information: | The national salary range is £39,868 - £43,535, London salary range is £45,824 - £50,039 . Your salary will be dependent on your base location |
| Hours: | Full time |
| Closing date: | 10 June 2024 |
| Location: | UK |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 87514 |
Summary
HM Courts and Tribunals Service
Directorate: Digital Technology Services (DTS)
Pay Band: SEO
Job Title: Incident Management Lead
Location: London / National
Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future
Term: Permanent
Interview: Video conference via Teams
Important salary details:
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).
DDaT:
Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations Job Family, is an Incident Manager role at Incident Manager level, but carries the title Incident Management Lead within DTS.
Reserve List:
HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.
Introduction:
These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.
HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.
DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.
Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service
Job Description:
The role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.
The Incident Management Lead will be responsible for ensuring that we restore normal service operations as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate and resolve, or both. This can include ensuring that SLA’s are continually achieved, and provide guidance for all current and new HMCTS Digital products. As Incident Management Lead, you will oversee the management of significant outages and crises and ensure these are reported to problem management. You will also be expected to work closely with workplace services, infrastructure, applications operators and communication managers to resolve incidents.
The Incident Management Team participate in an Out of Hours Rota to provide 24*7 support to critical services. In the event of a high priority incident occurring their role is to coordinate and communicate resolution activity.
The role reports to the Service Support Lead and will have line management responsibility for the Incident Managers (SEO) in the DTS Live Operations team, who will work together to share expertise and provide cover.
Key Responsibilities:
Understand the availability and capacity management processes and how they are used across large estates in order to effectively manage service components to ensure they meet business needs and performance targets.
Analyse and assess impact and develop and document change requests. Implement changes based on requests for change.
Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Use initiative to identify problems or issues in the team dynamic and rectify them. Pull out issues through agile health-checks with the team to provoke the right responses.
Responsible for identifying process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
Responsible for the management of and adherence to the IT standard continuity management processes and the process around service continuity to ensure service availability can be maintained at all times using the correct procedures.
Oversee the investigation and resolution of incidents. Diagnose and prioritise incidents, investigating their causes and finding resolutions.
Take accountability of issues that occur and own an issue until a new owner has been found or the problem has been mitigated or resolved, to achieve excellent user outcomes.
Monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Assist in determining the appropriate remedy and assist with implementation of it as well as preventative measures.
See the bigger picture and investigate how to get the best from digital services.
Understand core technical concepts related to the role and apply them with guidance.
Directorate: Digital Technology Services (DTS)
Pay Band: SEO
Job Title: Incident Management Lead
Location: London / National
Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability). The frequency may increase in the future
Term: Permanent
Interview: Video conference via Teams
Important salary details:
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.
Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).
DDaT:
Roles will be recruited using a combination of the Digital, Data and Technology (DDaT) and Success Profile Frameworks. Using DDaT we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the IT Operations Job Family, is an Incident Manager role at Incident Manager level, but carries the title Incident Management Lead within DTS.
Reserve List:
HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.
Introduction:
These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.
HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.
DTS is creating a place in which it is great to do work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.
Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service
Job Description:
The role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.
The Incident Management Lead will be responsible for ensuring that we restore normal service operations as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate and resolve, or both. This can include ensuring that SLA’s are continually achieved, and provide guidance for all current and new HMCTS Digital products. As Incident Management Lead, you will oversee the management of significant outages and crises and ensure these are reported to problem management. You will also be expected to work closely with workplace services, infrastructure, applications operators and communication managers to resolve incidents.
The Incident Management Team participate in an Out of Hours Rota to provide 24*7 support to critical services. In the event of a high priority incident occurring their role is to coordinate and communicate resolution activity.
The role reports to the Service Support Lead and will have line management responsibility for the Incident Managers (SEO) in the DTS Live Operations team, who will work together to share expertise and provide cover.
Key Responsibilities:
Understand the availability and capacity management processes and how they are used across large estates in order to effectively manage service components to ensure they meet business needs and performance targets.
Analyse and assess impact and develop and document change requests. Implement changes based on requests for change.
Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Use initiative to identify problems or issues in the team dynamic and rectify them. Pull out issues through agile health-checks with the team to provoke the right responses.
Responsible for identifying process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
Responsible for the management of and adherence to the IT standard continuity management processes and the process around service continuity to ensure service availability can be maintained at all times using the correct procedures.
Oversee the investigation and resolution of incidents. Diagnose and prioritise incidents, investigating their causes and finding resolutions.
Take accountability of issues that occur and own an issue until a new owner has been found or the problem has been mitigated or resolved, to achieve excellent user outcomes.
Monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Assist in determining the appropriate remedy and assist with implementation of it as well as preventative measures.
See the bigger picture and investigate how to get the best from digital services.
Understand core technical concepts related to the role and apply them with guidance.