IT Operations Controller

at  Department for Work and Pensions

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.
As part of a team of around 30 across the Newcastle and Manchester Digital Hubs you will provide 24-hour cover on a shift basis and be the central point of monitoring for every service on the DWP Estate. Your role will be to lead a shift in a key DWP Command and Control Hub in either Manchester or Newcastle, being a single point of control for the monitoring, management and notification of alerts and events including layers of infrastructure, applications, synthetics/End to end user experience

JOB DESCRIPTION

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

• Manage a team who monitor infrastructure and applications across both traditional Datacentre and Cloud (AWS and Azure) environments using tooling such as BMC and Dynatrace.
• 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.
• Lead on improvements in the Event Management process and monitor checks to ensure that systems are running correctly, whilst applying technical knowledge to understand end to end impacts, escalating any issues to resolution.
• 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.
• Apply batch monitoring and management, coordinating with Application Support areas to ensure no impacts to online day by utilising products to provide effective checkpoint and diagnosis details.
• 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.

NATIONALITY REQUIREMENTS

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)
• 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)

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.