Major Incident Manager (IT) (Ref:88284)

Major Incident Manager (IT)Location: NationalClosing Date: 11th JulyInterviews: w/c 22nd and 29th July (TBC)Grade: SEO(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)Salary: National: 39868 - 43535 (which may include an allowance of up to 2057) London: 45824 - 50039 (which may include an allowance of up to 2251)Working pattern: Full-time, part-time, flexible workingContract Type: PermanentVacancy number: 88284*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAPThe RoleWere recruiting for a Major Incident Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team.This role aligns against Senior IT Service Manager from the Government Digital and Data Framework.As a Major Incident Manager, you will contribute to the improvement, enhancement and delivery of a high performing Major Incident Management service consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS. Essential to your success will be the ability to build and maintain effective relationships with internal and external suppliers, MoJ stakeholders and business users. You will be responsible for the control of High Priority and Major Incidents to resolution.To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025Key Responsibilities:Operate and maintain the incident management process, procedures and policies.You will be responsible for the control and management of IT High Priority and IT Major Incidents to resolution.Manage the service components to ensure they meet the business needs and performance targets.Drive the resolution of major issues by internal and external suppliers via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.Send communications providing details of a high priority to agreed receivers, in an agreed time frame as detailed in the MoJ process and procedure.Ability to prioritise multiple high priority incident issues at any given time without sacrificing users experience of MoJ IT Services.Complete the Major Incident Review (MIR) process for all high priority incidents and major incidents. Ensuring the MIR is complete and documented, identifying lessons learnt and actions that need to be complete to ensure the incident does not reoccur.In the event a high priority incident is resolved via a workaround, you will engage with the Problem team for the root cause to be identified and resolved where possible.Build effective relationships with internal and external suppliers, business representatives, Service/Product owners and ITSM colleagues to be able to triage a high impacting incident, to ensure the right people are engaged at the right time through to resolution. Represents the team on all Change Advisory Boards, Major Change walk through, and support Early Live Support (ELS) where necessary.Confidently identify and gather data that will enable the creation of reports that provides intelligent information for Management Information (MI), reoccurring incident, identification of underlying/unidentified issues that can be proactively managed and support the reduction of IT Incidents by identify preventative measures. Responsible for identifying, implementing and supporting continual service improvements and can deliver best practice against Incident Management workflows in the form of knowledge articles or work instructions.Identifying and raising risks with the relevant supporting data ensuring they are logged and owners are assigned.Continuity management - Manages the runbooks for service continuity. This includes managing the processes around service continuity and testing the runbooks to ensure that service availability can be maintained in any event.Be part of the Out Of Hours Major Incident support team. The out of hours period is defined as weekday evenings from 19.00 through to 07.00 the next day, and 24/7 across weekends and bank holidays.If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!Person SpecificationEssentialPrior experience in a similar IT role; Able to drive the resolution of Major IT Incidents with internal and external suppliers via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.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.Communication Skills: Clear and effective communication when collaborating with the stakeholders, internal teams, and representing end-users in discussions.Problem-Solving: Strong problem-solving skills to address pain points and challenges identified through user feedback and data analysis.Stakeholder Engagement: Engaging with internal teams to gather additional feedback and understand broader organisational needs. Acting as a bridge between end-users and management to ensure transparent communication.Continual Service Improvement: Able to analyse current processes, identify and implement opportunities to optimise processes, and leads and develops a team of experts to deliver service improvements. Helps to evaluate and establish requirements for the implementation of changes by setting policy and standards.Broad Technical understanding: Understand the core technical concepts related to the role, and apply them with guidance.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.Willingness to be assessed against the requirements for SC clearanceThe Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.