Digital Development Programme - Associate Incident Manager

Home Office; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A governmental agency in Manchester is seeking an Associate Incident Manager to support service provision and manage technical incidents. This role involves close collaboration with support teams and stakeholders, ensuring high-quality user support. Ideal candidates will possess strong problem-solving skills and adaptability to new technologies. The position is available on a full-time basis, with part-time options also considered.

Qualifications

• Experience in managing technical incidents in line with established processes.
• Ability to collaborate with various technical support teams and suppliers.
• Strong problem-solving skills and adaptability to change.

Responsibilities

• Manage technical incidents following incident management protocols.
• Ensure accurate information about incidents is documented.
• Engage with stakeholders and provide updates on incident status.
• Support onboarding of new services and undertake necessary training.

Skills

Technical incident management

User support

Stakeholder engagement

Documentation and reporting

Agile delivery

DevOps knowledge

Job description

As an Associate Incident Manager, you will play a key role in the provision of service at the Home Office, supporting vital national infrastructure. You will identify and log issues, and support with investigating and addressing Home Office users' technical queries, requests, incidents and problems in a timely and professional manner, maintaining a clear focus on the user throughout. You will work closely with technical support teams and a variety of suppliers to address issues and restore services within agreed service level agreements. You will also be expected to participate in and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice. 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. This post is being offered on a Fixed Term Appointment (FTA) basis in order to complete a finite piece of work.

Key Responsibilities

• Supporting the effective management of technical incidents in line with incident management processes.
• Reviewing and ensuring accurate information about technical incidents is captured and recorded to provide the relevant information to the appropriate Home Office support teams and to facilitate service and management reporting.
• Providing a point of escalation for Service Desk team members.
• Supporting the major incident review process: reviewing major incidents, documenting major incident reports and lessons learned in a timely manner; and ensuring identified actions are completed.
• Providing stakeholders with updates on the status of technical incidents, service requests and problems.
• Regularly engaging with other Home Office Government Digital and Data Profession teams and / or suppliers to resolve technical incidents, service requests and problems in line with SLAs.
• Supporting the onboarding of new / updated services as required, undertaking the necessary training to upskill in the support of the new services. This role is available on a full-time basis. This role is also suitable for part-time working hours, with a minimum requirement to work 30 hours per week due to business requirements.

Travel

Travel may be required on an ad hoc basis, depending on business needs. This could involve overnight stays, for which sufficient notice will be provided. Any associated costs will be reimbursed in line with Home Office policy.

Disability Confident

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter‑terrorism, policing, crime, drugs policy, immigration and passports. 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. Are you passionate about technology, driven by curiosity, and eager to learn? Do you excel at problem‑solving, adapt easily to change, and enjoy building strong stakeholder relations? Then our scheme could be the perfect next step in your career, as Home Office Digital is seeking to strengthen its early talent pipeline.