Infrastructure Operations Engineer

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC., This role sits at the heart of a critical platform that supports multiple product teams across HMRC. You will help operate and support a suite of tooling services that enable infrastructure automation, deployment pipelines, and secure access across the estate.

Working alongside senior infrastructure engineers, you will:

• Support live services and operational delivery

• Assist with migration of legacy tooling to strategic ECS infrastructure

• Improve documentation and knowledge sharing

• Help product teams adopt and use tooling effectively

This is a hands-on role combining live operations, support, and enablement, with an opportunity to build deep technical knowledge in a complex, large-scale environment.

It also provides the engineer with the opportunity to interact with various stakeholders using Telford Tooling and feedback to the team., As an Infrastructure Operations Engineer, your responsibilities will include:

Live Service Support (Run)

Monitor and maintain the health of tooling services (e.g. AWX, Jenkins, Nexus, Vault, Bastion)

Perform daily operational checks and ensure service availability

Support incident investigation and resolution in collaboration with senior engineers

Contribute to maintaining service continuity and minimising disruption to product teams

Tooling Administration & Support

Manage user access requests across tooling platforms (e.g. GitLab, Jenkins, Vault, Bastion)

Process requests via shared mailbox, ensuring timely and accurate responses

Support onboarding of new users and teams onto tooling platforms

Provide first-line support and guidance to product teams

Documentation & Knowledge Management

Maintain and improve operational documentation, runbooks, and user guides

Ensure documentation is accurate, accessible, and up to date

Capture knowledge from incidents and engineering activity to reduce risk and improve resilience

Support the creation of documentation that enables product teams to self-serve where appropriate

Migration & Change Support

Support migration of tooling services to ECS infrastructure

Assist with raising and managing change requests through ServiceNow

Contribute to testing, validation, and post-implementation checks

Work with engineers to ensure safe and consistent delivery of changes

Product Team Enablement

Support product teams in using tooling effectively

Provide guidance on best practices and usage patterns

Identify common issues and contribute to reusable documentation and solutions

Help reduce duplication and improve consistency across teams

Collaboration & Stakeholder Engagement

Work closely with infrastructure engineers, product teams, and stakeholders

Communicate effectively with both technical and non-technical audiences

Contribute to team ceremonies, planning, and continuous improvement, Experience supporting live IT services or infrastructure, with a working understanding of cloud (e.g. AWS), operating systems (Linux/Windows), and core networking concepts.

Hands-on exposure to common tooling used in daily operations such as CI/CD platforms (Jenkins, GitLab), automation tools (Ansible, AWX), or secrets management (Vault).

Familiar with operational workflows, including using ticketing systems (ServiceNow, Jira) and supporting incident, access, and change management processes.

Interviews will take place via video link. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

Sponsorship

We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship., If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Hybrid working at HMRC

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate., HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

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.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK. 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 Windows?, Is comfortable working in a live operational environment

Can balance support work with structured delivery tasks

Has strong attention to detail, particularly in documentation and access control

Is proactive and willing to learn complex systems over time

Works collaboratively across teams and builds positive relationships

Can communicate clearly and effectively with a range of stakeholders

Essential Criteria:

Operational & Ways of Working

Experience supporting live services or operational environments

Understanding of Agile and/or ITIL-based ways of working

Communication & Collaboration

Strong communication skills (written and verbal)

Ability to create clear and structured documentation

Experience working with stakeholders or supporting users

Transitional Sites, * A name-blind CV including your job history, previous skills and experiences, and full qualification details.

• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert.
• A 250-word technical statement on Experience supporting live IT services or infrastructure, with a working understanding of cloud (e.g. AWS), operating systems (Linux/Windows), and core networking concepts. Hands-on exposure to common tooling used in daily operations such as CI/CD platforms (Jenkins, GitLab), automation tools (Ansible, AWX), or secrets management (Vault). Familiar with operational workflows, including using ticketing systems (ServiceNow, Jira) and supporting incident, access, and change management processes. Can you demonstrate in no more than 250 words how you meet and demonstrate this experience, providing impact, outcomes, and results where appropriate., Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

Pulled from the full job description

• Company pension
• Work from home, Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.