Associate IT Operations Controller

Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.

Have you worked in live technical operations, ensuring critical systems stay up and running?

Do you have hands on experience supporting a first line command centre or technical incident response team?

As an IT Operations Analyst, you will work in a team which monitor systems and enterprise tooling consoles to identify and respond to IT alerts. In this role you will be the first line of defence in detecting IT service issues before users are impacted.

You will also help preserve business integrity and prevent unauthorised disclosure of sensitive information handled by electronic communication systems. Whilst working predominately 24/7 shifts, IT Operations Analysts work with supplier and vendor partners to provide seamless monitoring and delivery resolution. You will follow and support improvements in the Event Management process, whilst providing administrative support to your manager and alert support staff.

Important: This is a 24/7 shift role with a 20% shift allowance. You’ll be required to work 14 shifts every 28 days/nights on a 12-hour rota, rotating between days (07:00–19:00) and nights (19:00–07:00)., As an Associate IT Operations Controller, you will work in a team who monitor systems and enterprise tooling consoles to identify and respond to IT alerts.

You will be the first line of defence in detecting IT service issues before users are impacted. You will also help preserve business integrity and prevent unauthorised disclosure of sensitive information handled by electronic communication systems, whilst working predominately 24/7 shifts.

• IT Operations Controllers work with supplier and vendor partners to provide seamless monitoring and delivery resolution. You will follow and support improvements in the Event Management process, whilst providing administrative support to your manager and alert support staff.
• Ensuring protection of operational services by applying tools, techniques and processes to track, log and manage information related to IT Events.
• As first line event management; you’ll follow agreed procedures to identify, register, triage and categorise event raising incidents across network infrastructure. Provide basic first line fault diagnosis and resolution, coordinating and liaising with internal and external teams to minimise service impacting issues.
• You will work in a team who monitor Infrastructure and Applications across both traditional Datacentre and Cloud (AWS and Azure) Environments using a range of monitoring tooling such as BMC and Dynatrace.
• You’ll deliver a consistently high standard of customer service to internal and external stakeholders.
• Work with others to identify areas for improvement and simplify processes. Use technology where possible to increase efficiency. Initiate improvement plans to analyse patterns and trends to drive improvements in systems and user experience.
• Performs batch monitoring and management, coordinating with Application Support areas to ensure no impacts to online day. Investigate breaches of security and recommends appropriate control improvements. Defines vulnerability management & penetration testing requirements.
• You’ll understand technical issues, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs.
• Support fellow shift team members in first line fault diagnosis and resolution, support major incident management team and process, coordinating and liaising with internal and external teams to minimise service impacting.
• You’ll utilise service reports to monitor and measure service performance of operational services. Identify Continual Service Improvement opportunities to improve user experience.
• This is a 24/7 shift role with a 20% shift allowance. You’ll be required to work 14 shifts every 28 days/nights on a 12-hour rota, rotating between days (07:00–19:00) and nights (19:00–07:00)., The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. 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 .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * 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)
• 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

Do you have experience in UNIX?, * Significant knowledge and background of working in live operations areas including Problem/Change/Incident Management experience/ Monitoring and Event Management experience.

• Proven track record of working within a first line command centre team or incident resolution teams.
• Demonstrable knowledge of key monitoring tools such as BMC, Dynatrace.
• Demonstrable knowledge of IT Infrastructure e.g. Networks, Servers (Wintel, Unix, Linux), Storage, Databases., You must meet the security requirements before you can be appointed. The level of security needed is security check.

Applicants for this post must have lived in the UK for 5 years or more during their lifetime for DWP to accept National Security Vetting applications at the Security Check (SC) level. Requests to apply for SC will always be supported where people have lived in the UK for the last 5 years but will be subject to a pre-assessment if they have lived outside the UK during this period.

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides., We also have a broad benefits package built around your work-life balance which includes:

• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Hybrid Working

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Salary Information

Salary for this role is £38,772-39,621

New entrants to the Civil Service will join on band minimum.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion will move to the bottom of the grade pay scale or receive a 10% increase in salary, whichever is greater.