IT Operations Controller

6 months ago

Manchester, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 350754**Salary**:

- £40,201 - £43,347- National: £40,201 - £43,347**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Digital**Type of role**:

- Digital
- Information Technology**Working pattern**:

- Flexible working, Full-time, Job share, Part-time, Shift working**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This role may be located in either Manchester or Newcastle. Please find further information on the Corporate hub locations here.About the job

**Job summary**:
Do you have experience leading a team in IT operations?

Are you excellent with data and enjoy solving problems?

As an IT Operations Controller you will use your experience of working in a large complex IT Operations environment to deliver a robust and industry best of class IT monitoring service.

**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.**

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

**Job description**:
DWP are in the middle of one of the largest digital transformations in Europe, we need an IT Operations Controller who can:

- Lead shift team members in first line fault diagnosis and incident resolution, supporting Major Incidents and coordinating and liaising with stakeholders to minimise service impacting issues.
- Initiate and monitor actions to investigate, analyse patterns and trends and resolve problems in systems, processes and services. Determine problem fixes and/or remedies. Assist with the implementation of agreed remedies and preventative measures.
- Work with senior stakeholders and team members to identify areas for improvement and simplify processes. Use technology where possible to increase efficiency and introduce automations. Initiate improvement plans to analyse patterns and trends to drive improvements in systems and end user experience.
- Provide expert knowledge to triage complex event and incident scenarios and lead on how IT Operations supports our users and citizens.
- Provide guidance and capability to Projects in the delivery of new solutions
- Lead on the coordination of incoming data to prioritise the workload for the Operations Analyst team, always ensuring correct information flow.
- Identify improvements and support proposed solutions through to implementation by supporting the organisation by the introduction of more effective and efficient technologies to help simplify, streamline, and deliver automations.
- As an IT Operations Shift Lead you will oversee and support the performance and development of team members.

**Person specification**:
When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

- Ability to demonstrate 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.
- Strong 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. Identify Continual Service Improvement opportunities to improve user experience. Delivering a consistently high standard of customer service to all stakeholders

**Benefits**:

- An employer pension contribution of up to 28.97% For further information please click here.
- Annual leave rising up to 30 days, (based on your working pattern).
- Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
- Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
- An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

**Location**

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be

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