43837 - Incident & Problem Manager

£24,002 - £38,373 (Salary will depend on location)
1
12 Months
London, National
Birmingham , Glasgow , London, Nottingham , Sheffield
OPG NOTTINGHAM, NG1 6AZ, THE AXIS BIRMINGHAM, B1 1TG, NOMS DIGITAL STUDIO SHEFFIELD, Greenfield House, 32 Scotland Street, Sheffield, S3 7DQ, S3 7DQ, CICA Alexander Bain House, Glasgow, G2 8JQ, 10 SOUTH COLONNADE LONDON, E14 4PU
HEO
C
Permanent
Full Time
Information Technology

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity

Incident & Problem Manager

Closing Date: Thursday 20th May 2021

Location: Sheffield, Birmingham, Nottingham, Glasgow, London  (We are currently working remotely. You will be allocated a base and once restrictions are lifted there may be some travel required)

Salary Range: London £30,845, National £24,002

Interviews: w/c 7th June 2021

The Role

We’re recruiting for a Incident & Problem Manager here at MoJ Digital & Technology, to be part of our warm and collaborative Security, Privacy & Live Services team.

The Role

This opportunity will be for an enthusiastic and talented Incident Manager who will contribute to the delivery of a high-quality Major Incident Management process to be consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS. The Incident Manager will possess a passion for solving technical problems, and take pride in knowing that they contribute to improving the quality of service for our end users and the public.

You will be working in a Service Integration and Management (SIAM) model and essential to your success will be the ability to build and maintain effective relationships with a variety of suppliers, both internal and external. You will ensure that the Authority meets its contractual obligations as a SIAM provider to third party providers and establish an appropriate governance structure to underpin this.

To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.

Responsibilities will include:

Operating and maintaining the Incident management process and governance framework.

Ability to manage the resolution of complex issues with internal and external teams to drive incidents to resolution.

Communicate incident status, resolution and business impact to internal and external stakeholders.

Supports (ELS) Early Live Support, ensuring release processes for onboarding are followed and integrated. Developing knowledge management articles to be available in readiness for new services.

Ability to foster internal relationships in order to organise incident resolution efforts as

quickly and smoothly as possible.

Proactively liaising with partner ITSM functions ensure all business issues, where appropriate, are managed effectively.

Gather data and generate reports within ITSM tool to provide trending of major incidents. Promoting best practice, producing knowledge articles or self-help guides to prevent re-occurance and drive root cause analysis.

Ensuring all MoJ suppliers are adhering to all SLA’s and KPI’s through quality and reporting checks.

Responsible for participating in implementing continual improvements for escalation, conducting reviews into effectiveness and managing a continual service improvement log.

Utilising information Technology infrastructure Library (ITIL) V3 framework/best practices.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

This is a MoJ Band C role with a salary of London £30,845, National £24,002 plus great benefits:

37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.

We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.

10% dedicated time to learning and development with a budget of £1000 a year per person

Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary.

25 days leave (plus bank holidays) and 1 privilege day usually taken around the Queens’ birthday. 5 additional days of leave once you have reached 5 years of service.

Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!

Wellbeing support including access to the Calm app.

Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT

Bike loans up to £2500 and secure bike parking (subject to availability and location)

Season ticket loans, childcare vouchers and eye-care vouchers.

5 days volunteering paid leave.

Free membership to BCS, the Chartered Institute for IT.

Some offices may have a subsidised onsite Gym.

Person Specification

Essential capabilities

Community collaboration - Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members. Gives and receives constructive feedback, facilitating the feedback loop. Facilitates conflict resolution within teams, ensures the team is transparent and that the work is understood externally. Able to help teams maintain a focus on delivery while being aware of the importance of professional development.

Change management - Able to manage changes to service, configuration items, organisational change, supplier change and associated documentation. Able to request changes due to incidents or problems to provide effective control and reduction of risk to the security performance and availability. Ensures compliance of the business services impacted by the change. Understands policy, principles and approach. Applies understanding and knowledge in project or programme activities. Develops experience in the use of key change management tools and processes.

Ownership and initiative - Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.

Incident management - Co-ordinates the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. Identifies the correct procedures or channels for resolution and monitors resolution activity and progress updates to customers. Understands key change management tools and processes.

Service focus - Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.

Problem management - Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.

Understanding of service management framework - Has an in-depth understanding of Service Management Framework principles and processes and the ability to apply the technical knowledge in project or programme activities.

User focus - Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities

Desirable Skills

Asset and configuration management

Broad technical understanding

Availability and capacity management

Continuity management

Continual service improvement

ITIL

How to Apply

Candidates must submit a current CV and Statement of Suitability (750 words) which describes how you meet the requirements set out in the Person Specification above.

In D&T, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

The behaviours we are assessing for this role are:

Working Together

Managing a Quality Service

Making Effective Decisions

Delivery at Pace

Your application will be reviewed and sifted against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Should we receive a high volume of applications, a pre-sift based on your Experience skills will be conducted prior to the sift.

Further Information

Please review the following Terms & Conditions which set out the way we recruit and provide further information related to the role.

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk

n/a

20/05/2021, 23:55 hours.

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com Please quote the job reference - 43837.
Security Clearance (SC)

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why. 

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.


Application form stage assessments

Interview stage assessments

There is 1 interview stage for this vacancy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

For further information and to apply for this position please see the following link: https://app.jobvite.com/j?cj=odMsffwq&s=Civil_Service_jobs.

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) https://www.gov.uk/settled-status-eu-citizens-families

· 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) https://www.gov.uk/government/publications/nationality-rules

This Vacancy is closed to applications.