Lead Application Operations Engineer (ITSM)

Across government, business-critical applications underpin the delivery of reliable, efficient and user-focused digital services. As organisations increasingly depend on integrated platforms and automation, strong application operations are essential to ensure systems are resilient, performant, and continuously improving to meet evolving user and organisational needs.

Ofgem plays a vital role in the UKs energy system, protecting consumers and enabling a more secure, fair and sustainable energy future. Ensuring the stability and effectiveness of our core business applications is key to supporting colleagues and delivering high-quality services.

Ofgem is on an ambitious transformation journey. Within the Digital, Data and Security Services (DDSS) directorate, we are modernising our IT service management capability and enhancing the platforms that underpin service delivery. This includes improving our use of ITSM tooling, expanding automation, and strengthening integration across systems to deliver better user experiences and more efficient operations.

As a Lead Applications Operations Engineer, you will take ownership of Ofgems IT Service Management platform (Ivanti) and its wider ecosystem. You will define the application roadmap, lead improvements in performance and user experience, and ensure the platform operates effectively to support IT Operations and the wider organisation.

This is a highly impactful and technically focused role, requiring strong expertise in ITSM platforms, application support and optimisation, and the ability to lead improvements across complex systems.

You will be responsible for:

• Leading the management, support and continuous improvement of the Ivanti ITSM platform and associated applications
• Defining and shaping the application roadmap, identifying opportunities for innovation, automation and efficiency
• Leading troubleshooting and resolution of complex application issues, acting as the senior escalation point
• Designing and implementing enhancements, configurations and platform improvements
• Driving automation initiatives to improve service efficiency and user experience
• Managing small-scale changes and configuration projects, ensuring alignment with business needs
• Monitoring application performance, analysing trends and producing reporting and insight
• Ensuring effective integration with CMDB and other service management components
• Supporting IT Operations teams with application performance insights and recommendations
• Facilitating requirements gathering sessions for new features, changes and enhancements
• Providing guidance and mentoring to team members, promoting best practice across application operations

We are looking for:

An experienced Applications Operations Engineer or ITSM specialist with a strong understanding of service management platforms and their role within a modern IT environment. You will bring both technical expertise and the ability to drive improvements across systems and processes.

You may come from an IT operations, application support or ITSM background, but you will demonstrate:

• Strong experience working with Ivanti or other ITSM platforms
• Good understanding of ITIL frameworks and service management lifecycle
• Proven experience troubleshooting and resolving technical application issues
• Experience working with service catalogues, dashboards, reporting tools and system integrations
• Knowledge of APIs, discovery tools and platform integrations
• Experience facilitating requirements gathering for system enhancements or projects
• Ability to analyse performance data and identify opportunities for improvement
• Strong stakeholder engagement skills, working across technical and non-technical teams

An ITIL v4 Foundation qualification is required.

Experience with development, APIs, databases or web applications would be advantageous.

This is an opportunity to play a central role in shaping and enhancing Ofgems application landscape. You will ensure that critical platforms are reliable, efficient and continuously evolving, supporting IT operations and improving the experience for users across the organisation.

Essential Criteria

• Demonstrable experience working with Ivanti or another ITSM platform. (Lead Criteria)
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) (Lead Criteria)
• Technical problem solving and resolution skills relating to the development of ITSM platforms and demonstrable evidence of feeding into IT Operations roadmaps and future releases.
• Technical problem solving and resolution skills relating to service catalogues, dashboards, reporting integrations, discovery integrations, APIs etc.
• Strong experience facilitating requirements gathering workshops for new projects, platform changes, or applications using relevant modules.
• ITIL v4 foundation qualification is a minimum requirement.

Desirable Criteria

• Deeper coding/APIs/Web applications/Databases will be an advantage.

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