Responsibilities

Leading and managing incidents across all priority levels, with a focus on major incidents—ensuring timely communications, status updates, and adherence to emergency change protocols. Providing escalation support for the Service Desk and Incident Management team, including participation in the out-of-hours on-call rota. Conducting Post Incident Reviews, ensuring documentation is completed promptly and lessons learned are embedded into practice. Championing service improvement, supporting onboarding of new services, upskilling the team, and implementing enhancements to incident processes and IT support models. Collaborating across functions, working closely with Problem and Change Management to support root cause analysis and change handling. Supporting team development through coaching, mentoring, and career growth initiatives within the IT Operations community. Maintaining operational excellence by producing incident reports, managing knowledge assets, and exploring emerging technologies to improve service delivery.

Working Hours Due to the requirements of the role, the successful candidates will be required to work full-time (37 hours per week). Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours, for which you will be paid an additional allowance. Hybrid Working DDaT is geographically spread across multiple locations with most staff working in line with the Department’s hybrid working arrangements (a minimum of 60% of time in an office location, with the remainder working from home). The successful candidate will be based at either Croydon or Manchester and there may be a requirement for occasional travel to other locations. #J-18808-Ljbffr