24/7 Command and Control Analyst

High Heaton, Newcastle Upon Tyne
HMRC
Job summary Would you love to work in a role where no two days or the same? Are you good in identifying potential issues and confident in taking control to progress? If so, continue reading to find out more about this fantastic opportunity to join HMRC – one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world. For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference. The Team Our role sits within Service Management & Operations (SM&O) which forms part of the Chief Digital & Information Office (CDIO). Service Management & Operations (SM&O) are accountable for the end-to-end service for HMRC s IT Systems & Services, and our focus is on ensuring a consistent, excellent Customer Experience. Within SM&O is our Customer Experience and Bridge Operations (CE&BO) team where our role sits. The team is responsible for the successful management of major incidents and escalations to conclusion across the IT estate 365 days a year, working collaboratively as required. Please note that allowances paid within HMRC are subject to change, in accordance with respective policy changes, and AAA in particular is currently under review. See what it s like to work at HMRC: . Questions relating to an individual application must be emailed as detailed later in this advert. Job description The Command and Control Analyst role is fundamental in ensuring CE&BO is able to proactively identify and progress significant IT failures or performance issues which may affect HMRC colleagues user experience and/ or their ability to carry out their work. The role is pivotal to the success of HMRC s Bridge Operations, Monitoring and Major Incident Management function. As a Command and Control Analyst you will monitor our IT estate using a variety of monitoring tools, gathering information and triaging escalated incidents and reporting details to the Major Incident Manager. This is an exciting role that will allow you to work collaboratively with the Senior Service Analyst and Major Incident Managers to provide monitoring to areas of HMRC s estate such as key business applications and core network infrastructure. Responsibilities Continual real-time monitoring of the HMRC IT estate, using a variety of monitoring dashboards. Real time monitoring of incidents via ServiceNow call logging platform and performing trend analysis. Monitoring the CE&BO open line, liaising with callers and documenting minutes for all calls into the Bridge. Service investigation work such as basic diagnostics, collate business impact and incident count, before providing details of the incident to a Major Incident Manager. Providing support to the Major Incident Manager during major incidents such as call analysis and setting up technical/business calls. Capturing details from observations via the monitoring tools or investigations into events that have occurred. You will be joining a team that provides round-the-clock cover and service (24/7/365). Due to the operational needs of this role, you will be wholly office based. You will be required to perform your contracted hours on an annualised hours basis, working fixed shift patterns over a 4-week rostering period consisting of days, nights, weekends, and public holidays. Each shift covers 12 hours and is inclusive of breaks which are unpaid. Typically, and subject to change in accordance with business needs, this full-time role will be required to work 2 weeks of days shifts 7am to 7pm and 2 weeks of nights shifts 7pm to 7am, as follows: Week 1: 5 x Day Shifts: Monday, Tuesday, Friday, Saturday & Sunday Week 2: 2 x Day Shifts Wednesday & Thursday Week 3: 5 x Night Shifts – Monday, Tuesday, Friday, Saturday & Sunday Week 4: 2 x Night Shifts Wednesday & Thursday Shift working roles of this nature currently attract an annual attendance allowance (AAA) and the role advertised currently attracts a 21.11% AAA payment, which is a percentage of the basic salary and could vary to reflect the specific type and number of unsocial hours rostered to work. Person specification We are looking for someone who is self-motivated, resilient, and confident with working proactively and reactively, and is able to lead. A strong communicator and able to effectively set your tone immediately for the audience. You will thrive in a team environment and quickly be able to build up strong working relationships with your team across multiple locations. You will readily consider the ideas of others and can accept feedback on your work. Essential Criteria You will have experience and understanding of: Considerable professional working experience of building and maintaining positive stakeholder relationships. Working highly effectively in a demanding, constantly evolving environment under tight deadlines whilst championing the major incident process. Data manipulation and Trend Analysis through O365 applications. Experience of using problem solving skills to identify and record incident trends. Excellent written and verbal communications skills. Desirable Criteria Experience using the ServiceNow Incident Handling tool. Existing knowledge of how a business service is supported by the IT. Proven dedication to IT Service Management standard methodologies, along with a track record of delivering continuous improvement in a customer centric environment. ITIL Foundation V3 or V4. ITIL Service Operations certification