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Job at The Ministry of Justice in Greater London
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832 jobs at The Ministry of Justice

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Technical Major Incident and Problem Manager

Job at The Ministry of Justice in Greater London

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Technical Major Incident and Problem Manager

Location: National

Closing Date: 9th June 2022

Interviews: 27th June 2022

Grade: Grade 7

Salary: National £50,427- £59,000 or London based £54,274 - £63,500

We are currently offering hybrid working which includes 2 days per week in your local office. Office locations can be found here

The Role

We’re recruiting for a Technical Major Incident and Problem Manager here at MoJ Digital & Technology, to be part of our warm and collaborative Service Operations team.

The Ministry of Justice (MoJ) is one of the largest UK government departments, employing over 75,000 people, with a multibillion-pound budget. Each year millions of people use our services across the UK, including courts, tribunals and prisons in England and Wales.

The MoJ is changing the way it delivers technology services, moving away from a majority outsourced model to ‘insourcing’ and building internal capability.

MoJ continues to deploy a wide range of modern technology products and services. The Service Operation Team are responsible for ensuring the smooth running of these services in ‘Business as Usual’ operation.

As a Technical Major Incident and Problem Manager, you will contribute to the development and delivery of a high-quality Major Incident and Problem Management process to be 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 a variety of suppliers, both internal and external and business stakeholders. You will ensure that the Authority meets its contractual obligations and establish an appropriate governance structure to underpin this.

To help picture your life at MoJ D&T please take a look at our blog and our Digital & Technology strategy.

Key Responsibilities:

Ability to drive the resolution of Major Incidents and Problems with internal and external teams via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.Communicate incident/problem status, resolution and business impact to internal and external stakeholders throughout the life of the incident.Prioritise multiple high priority issues at any given time without sacrificing SLA commitments.Gather data and generate reports within ITSM tool to provide support, or trends for management of major incidents and problems. As well as providing periodic major incident and problem metric reports Oversee the completion of the Major Incident Review (MIR) for all high severity, critically impactful incidents and problems. Ensuring all administration and reports are maintained and up to date, including contacts, technical diagrams and actions are completed or successfully transferred into Problem Management to progress root cause analysis, highlighting risks or continual service improvements associated.User focused, sets objectives and targets for Major Incident and Problem Management in line with evolving business needs.Confident in technical understanding of core technical concepts related to the role and can apply them with guidance. Continually maintaining and developing tools and resources to manage major incidents effectively. Optimise Service management processes, defining and implementing metrics to support and nurture process and knowledge base improvements. Utilising Information Technology infrastructure Library (ITIL) framework/best practices. Provide “Out Of Hours” Major Incident support. 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!

Benefits

37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours. We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc. 10% dedicated time to learning and development with a budget of £1000 a year per person Generous civil service pension based on defined benefit scheme, with employer contributions of 26-30% depending on salary. 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Queens’ birthday. 5 additional days of leave once you have reached 5 years of service. Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too! Wellbeing support including access to the Calm app. Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT Bike loans up to £2500 and secure bike parking (subject to availability and location) Season ticket loans, childcare vouchers and eye-care vouchers. 5 days volunteering paid leave. Free membership to BCS, the Chartered Institute for IT. Some offices may have a subsidised onsite Gym.

Person Specification

Essential

Meet the requirements for SC clearanceCommunity collaboration.

Contributes to the work of others whilst having the ability to motivate and empower teams. Creates the right environment for teams to work in and is able to facilitate the best team makeup depending on the situation. Recognises and deals with issues.

Change Management.

Able to implement changes based on requests for change. Applies change control procedures.

Ownership and initiative.

Owns an issue until a new owner has been found or the problem has been mitigated or resolved.

Incident Management.

Able to diagnose and prioritise incidents, investigating their causes and finding resolutions.

Service Focused.

Takes inputs and establishes coherent frameworks that work.

Problem Management

Initiates and monitors actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determines the appropriate remedy and assists with implementation of it as well as preventative measures.

Understanding of the Service Management Framework.

Has an ITIL Level 3 Service Management Framework qualification.

User Focus.

Identifies and engages with users or stakeholders to collate user needs evidence. Understands and defines research which fits user needs. Able to use quantitative and qualitative data about users to turn user focus into outcomes

Desirable

Asset and configuration management.

Tracks, logs and corrects information to protect assets and components

Broad Technical understanding.

Aware of the subject matter and has an understanding of what it involves.

Availability and capacity management.

Aware of availability and capacity management processes.

Continuity Management.

Aware of the IT standard continuity management processes and procedures.

Continual Service Improvement

Aware of the importance to consider developing process efficiency and common ways in which processes are optimised. Supports specific activities to improve development processes. Able to spot or identify obvious deficiencies

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.

How to Apply

Candidates must submit a CV and cover letter which describes how you meet the requirements set out in the Person Specification above.

In D&T, we recruit using a combination of the Digital, Data and Technology Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process:

Communicating & InfluencingDelivering at PaceLeadershipManaging a Quality ServiceChanging and ImprovingMaking effective decisions

Your application will be reviewed against the Person Specification above by a diverse panel.

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference.

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements.

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk

ID 75970 Sectors:
in London, Greater London, England
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Senior Policy Manager £54,599 - £65,518 per year in Greater London
Deputy Service Manager (Civil) £41,747 - £47,591 per year in Greater London, SW1H 9EA, England
Departmental Vetting Manager and Process Automation Champion £36,049 - £41,095 per year in Greater London
Data Sharing Manager in the Better Outcomes through Linked Data (BOLD) programme £36,049 - £41,095 per year in Greater London, SW1H 9EA, England
Diary Manager to Scotland Office Junior Ministers £28,313 - £30,324 per year in Greater London
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