IT Operations Controller

Description:

Infrastructure Operations Engineer: Pay up to £43,347, plus up to 27% employer pension contributions, hybrid home working, flexible hours, and great work life balance.

DWP. Digital with Purpose.

Are you an IT Operations Controller looking for a role where you can utilise your skills and experience to deliver high value services?
Do you want to solve complex problems that will help DWP support the most vulnerable citizens?

This is a great opportunity for an IT Operations Controller to join and support DWP as we take on a digital transformation that will mean better experience for our millions of users, better work for our people, and more efficient and effective services.

You'll be part of a team of around 30 people based across our Newcastle and Manchester Digital Hubs. Together you will provide 24-hour cover on a shift basis and be the central point of monitoring for every service on the DWP Estate.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year, to support millions of daily users.

Our DWP Digital teams are delivering a once-in-a-generation transformation of products and services that almost everyone in the UK will use, at key times in their lives.

The scale of what we do is outstanding, and our purpose is unique. We'd love you to join us.

Delivery. Work. Projects.

As an IT Operations Controller you will manage a team who monitor infrastructure and applications across Datacentre and Cloud (AWS and Azure) environments. You will lead shift team members in first line fault diagnosis and incident resolution.

This role requires regular shift working. You will be required to do 14 shifts over a 28-day period: this consists of 7 day shifts each covering 07:00am - 07:00pm, and 7-night shifts each covering 07:00pm - 07:00am. The post attracts a shift allowance of 20% of the salary.

As an IT Operations Shift Lead you will manage and support the performance and development of team members.
You will support Major Incidents and coordinating and liaising with stakeholders to minimise service impacting issues.
Assist with the implementation of agreed remedies and preventative measures. Initiate and monitor actions to investigate and resolve problems in systems.
You'll provide expert knowledge and guidance to projects and lead on the coordination of incoming data to prioritise the workload for the Operations Analyst team.
You will work closely with senior stakeholders and team members to identify areas for improvement and simplify processes. Identify improvements and support proposed solutions.

What skills, knowledge and experience will you need?

Experience of leadership and Team Management in an IT Operations area.
Experience working within a first line Command Centre team or incident resolution teams.
Knowledge of IT Infrastructure e.g., Networks, Servers and IT Application monitoring hosted within traditional Datacentres and Cloud (AWS and Azure) environments using tools such as BMC and Dynatrace.
Ability to analyse and triage high profile technical incidents, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs (this will include supporting the Major Incident Management process).
Understand the ITIL framework with working knowledge of Incident, Problem and Change.
Analytical and problem-solving skills with working knowledge of ServiceNow, Service Management products and collaboration tools.
Ability to utilise service reports to monitor and measure service performance of operational services.
You can identify Continual Service Improvement opportunities to improve user experience and deliver a consistently high standard of customer service to all stakeholders

Please note - this role requires you to pass a security clearance check. For further information on this please see selection process details.

Details. Wages. Perks.

You'll join us in our brilliant digital hubs in Manchester or Newcastle.

We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model with a mix of home working and sometime in the office.

In return for your skills, we offer competitive pay of up to £43,347.

You'll be eligible for a brilliant civil service pension with employer contributions of 28.97%.

You'll get a generous leave package starting at 26 days, plus all the usual bank holidays, and the option to take extra days off on flexi leave.

We also have a broad benefits package built around your work-life balance which includes:

Flexible working, flexi hours and flexi days
Hybrid working: some time in a hub with the team, some time at home
Family-friendly policies
Time off volunteering and charitable giving
Bring your authentic self to work with 'I Can Be Me in DWP'
Discounts and savings on shopping, fun days out and more
Interest-free loans to buy a bike or a season ticket
Sports and social activities
Working in an award-winning environment and culture
Professional development, coaching, mentoring and career progression opportunities.

Click 'Apply' for more information and to start an application on Civil Service Jobs