Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property. As a Senior Incident Manager within Enterprise Services IT Operations, you will play a key role in the provision of service at the Home Office, supporting vital national infrastructure. You will lead and drive IT Operations support activities, a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing. You will contribute to setting strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support. You will also get the opportunity to build your knowledge about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps. Where business needs allow some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. Watch this short video to hear from members of Home Office Digital talking about the projects they work on and their experience of working here: Working for Home Office Digital., As a Senior Incident Manager your main day to day responsibilities will be:

• 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. 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., We use set SFIA technical skills to form our interview questions and we will assess you against these technical skills during the selection process. The essential skills listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework). Use the SFIA levels of responsibility to understand what would be expected for each technical skills listed below. SFIA Technical skills The essential technical skills required for this role are listed below and are reflective of the Home Office Government Digital and Data Profession Career Framework. Strategy and Architecture:

• Business Strategy and Planning o Knowledge Management (KNOW) - level 2 Delivery and Operation:

• Service Operation o Incident Management (USUP) - level 4 o IT Infrastructure (ITOP) - level 3 o Problem Management (SLMO) - level 3

Delivery and Operation: o Service Design

Service Level Management (SLMO) - level 3

Relationships and Engagement: o Stakeholder Management

Customer Service Support (CSMG) - level 3, As part of the application process, you will be asked to complete a CV and Personal Statement (up to 1000 words).

Please note your CV and personal statement should include all relevant experience that relates to our essential skills criteria listed in the advert and role description. We recommend that you use the STAR format in your examples and ensure that both components are completed thoroughly. Remove information that identifies you (for example your name, age or place of education) so that you will be judged on merit alone and not your personal background, circumstances, race or gender. Do NOT include e-mail addresses or links to online profiles, resumés, or prior work, either personal or business. Active links or e-mail addresses will result in your application being rejected. Watch our three short videos on how to apply for our roles: Applying - Home Office Careers. Sift Stage The sift will be held on the CV and Personal Statement. Please read the Essential skills for this position carefully. We will only consider those who meet the listed requirements. In the event of a high number of applications, we will conduct the sift on the Personal Statement only. Interview Stage Candidates reaching the required standard will then be invited to attend a final interview. The interview will assess your Technical Skills (SFIA Framework) and experience using technical-based questions. If you are invited to an interview, you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks. Please see the attached list of Home Office acceptable ID documents. Sift and interview dates The sift will be commence from 26 January 2026. Interviews will be held during the week commencing 9 February 2025. (Subject to the Panel's operational requirements/priorities) Interviews will be conducted remotely via MS Teams. We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates. Further information Where business needs allow, some roles may be suitable for a combination of office and home-based working. Where this is the case, employees will be expected to spend a minimum of 60% of their working time in the office. Applicants can raise any queries about this to the email address at the bottom of the advert. If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application, please reconsider applying as your application is unlikely to be successful. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms directly. If you are doing this, please advise Government Recruitment Service of your intention by emailing pre-employmentchecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. Reserve list A reserve list of successful candidates will be kept for 12 months. Should another role become available within that period you may be offered this position. Reserve lists may be held for each location. Candidates will be appointed in merit order by location where this applies. Similar roles Job offers to this post are made based on merit. We often have similar roles available at different grades. If a candidate is suitable for a similar role or a lower grade than they have applied for, we may offer the candidate that role without the need to go through a further selection process providing the role has the same behaviours and essential skills. UK residency and security requirements For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers. Please note that this role requires Security Check (SC) clearance, which would normally need 5 years' UK residency in the past 5 years. However, in exceptional circumstances security clearance applications for candidates who have been present in the UK for at least 3 of the last 5 years may be considered. Failure to meet this residency requirement will result in your security clearance application being rejected. For further information on National Security Vetting please visit the following page Demystifying Vetting - GOV.UK. Visa sponsorship We are unable to sponsor any individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas as we do not hold a UK Visa & Immigration (UKVI) Skilled Worker License. Capability allowance The advertised role is eligible for a Digital Capability Allowance. Successful candidates with exceptional skills and experience may apply for a Recruitment and Retention Allowance. The allowance values are set by the Home Office, subject to remaining in a qualifying role. This allowance is non-contractual, subject to an annual review and could be withdrawn at any time. For both new entrants and existing civil servants, the total compensation offer is a combination of base salary and, if applicable, a capability-based allowance. Working at the Home Office Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people can bring their whole selves to work and perform at their best. We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and area Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service. We are a Social Mobility Foundation top 75 employer. New entrants are expected to join on the minimum of the pay band. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment. For further information please see the attached notes for candidates which must be read before making an application. Existing civil servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate's responsibility to ensure they are aware of the terms and conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details. Transfer Terms: Voluntary. You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up. Any move to the Home Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including tax free childcare. Determine your eligibility at https://www.childcarechoices.gov.uk. Reasonable adjustments If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should: o Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. o Complete the "Assistance Required" section in the "Additional Requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you are deaf, a language service professional. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Feedback Feedback will only be provided if you attend an interview or assessment.

Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements This job is broadly open to the following groups: o UK nationals o nationals of the Republic of Ireland o nationals of Commonwealth countries who have the right to work in the UK o 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) o 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) o individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 o 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)

Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion The 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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

As a Senior Incident Manager, you'll have a demonstrable passion for IT support, with the following skills or strong experience:

• Performing a similar role within the Civil Service or at other organisations.
• Experience of developing and adhering to ITIL v3 / v4 service management processes and procedures.
• Experience of leading large technical calls with proven stakeholder management skills.
• Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally.
• Ability to lead and work as part of a team and to engage effectively with suppliers and customers.
• Excellent analytical and problem-solving skills
• A strong sense of ownership and drive to follow tasks through to completion.
• Be deeply customer-focused. SFIA capability framework Skills for the Information Age (SFIA) is the technical framework that sets the standard capability and development of all IT Operations levels in the Home Office. This is a link to the capability framework: All skills A - Z English (sfia-online.org), ITIL v3 / v4 foundation is essential for this role

Technical skills We'll assess you against these technical skills during the selection process: o Knowledge Management (KNOW) - level 2 o Incident Management (USUP) - level 4 o IT Infrastructure (ITOP) - level 3 o Problem Management (SLMO) - level 3 o Service Level Management (SLMO) - level 3 o Customer Service Support (CSMG) - level 3

£46,062 New entrants to the Civil Service will start their role on the salary band minimum: £46,062 for National roles and £50,182 for London roles. Recruitment and Retention Allowance (RRA) of up to £8,300 may be available for candidates who demonstrate exceptional skills and experience. A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £46,062, Home Office contributes £13,344 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Why work for us... Find out more information at: benefits - Home Office careers, but some of the primary ones are: o A competitive starting salary. o A civil service pension with employer contribution rates of at least 28.97%. o In-year reward scheme for one-off or sustained exceptional personal or team achievements. o The ability to potentially adopt flexible working options that suit your work/life balance, plus the opportunity in future to take a career break. o 25 days annual leave on appointment, rising with service. o Eight days public holidays, plus one additional privilege day. o 26 weeks maternity, adoption or shared parental leave at full pay, followed by 13 weeks statutory pay and a further 13 weeks' unpaid, after qualifying service. o Maternity and adoption support leave (also known as paternity leave) of two weeks full pay, after qualifying service. o Paid leave for fostering approval processes, support when a child is substantively placed with you plus a foster to adopt policy. o Support for guardians and kinship carers. o Corporate membership of 'Employers for Carers' providing additional information and advice for carers, plus a 'Carer's Passport' to discuss workplace needs and underpin supportive conversations. o Time off to deal with emergencies and certain other unplanned special circumstances. Sign-up on our website to receive emails with information about careers at the Home Office.