Observability Analyst

Ministry of Justice; City of Westminster; Hybrid; GBP 35,000 - 42,000; Full time

Job summary

HM Courts & Tribunals Service (HMCTS) is seeking an Observability Analyst to join the Live Operations Observability Team, supporting digital services relied upon by colleagues, judiciary and citizens. You will work within HMCTS Digital & Technology Services to monitor health, performance and availability across a broad technology estate.

You will identify incidents, support rapid diagnosis, and develop dashboards with stakeholders.

Qualifications

• Understanding of Service Management Framework and ITIL.
• Experience in large, complex organisations and cross-functional teams.
• Excellent written and verbal communication; stakeholder engagement.
• Strong analytical and problem-solving skills for issue resolution.
• Experience identifying improvements and managing risks and continual service improvements.
• Strong knowledge of workplace technologies and infrastructure services.

Responsibilities

• Develop and improve the Observability function across a large tech estate.
• Monitor services, support incident investigations, and analyse trends to drive improvements.
• Engage with internal and external teams to enhance alerting.
• Identify process optimisation opportunities and implement solutions.
• Collate user needs and translate them into business requirements.
• Understand core technical concepts and apply them with guidance.
• Develop and maintain dashboards to provide actionable insights.
• Analyse data requirements to guide improvement opportunities.

Skills

Service Management

ITIL

Stakeholder management

Analytical thinking

Problem solving

Communication

Observability tools

Tools

Halo ITSM

Power Automate

Power BI

Dynatrace

Job description

Are you passionate about technology, problem-solving, and ensuring critical digital services perform at their very best? HM Courts & Tribunals Service (HMCTS) is looking for an Observability Analyst to join our Live Operations Observability Team and play a vital role in supporting the digital services relied upon by colleagues, judiciary members, and millions of citizens. As part of HMCTS Digital & Technology Services, you will contribute to the development and implementation of our new digital operating model, helping shape the future of digital service delivery across the organisation. In this role, you will be responsible for monitoring the health, performance, and availability of a wide range of digital and technology services. Working within the Observability team, you will proactively identify, investigate, and respond to service issues before they impact users wherever possible. When incidents do occur, you will work closely with technical teams to support rapid diagnosis and resolution, ensuring services are restored quickly and effectively. You will play a key role in helping HMCTS deliver reliable, high-quality digital services by using observability tools and operational insights to detect potential issues, minimise disruption, and continuously improve service performance. Your work will directly support the delivery of essential justice services across England and Wales. This is an exciting opportunity to join a forward-thinking team at the heart of HMCTS digital operations, where you can make a meaningful impact on services that matter.,

Responsibilities

• Develop and continuously improve the Observability function by analysing services across a large and complex technology estate, ensuring service performance, availability, and business needs are effectively monitored and supported.
• Proactively monitor services to identify potential disruptions, support incident and problem investigations, and analyse trends and patterns to drive resolution activities and preventative improvements in collaboration with stakeholders.
• Engage with internal and external teams across DTS to identify potential improvements to the alerting currently in place.
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Identify needs and engage with users or stakeholders to collate user needs. Understand and define requirements that fit business needs, using quantitative and qualitative data about users to turn user focus into outcomes.
• Understand core technical concepts related to the role and apply them with guidance.
• Develop and maintain dashboards to provide actionable insights to stakeholders.
• Prepare, maintain and analyse data requirements to understand user needs, and provide guidance for improvement opportunities.

Hybrid Working

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity. Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone's circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

Requirements

• Good understanding of Service Management Framework principles, with experience working within a Service Management and/or ITIL environment.
• Experience working in a large, complex organisation and collaborating effectively within multidisciplinary teams.
• Excellent written and verbal communication skills, with the ability to influence stakeholders, negotiate effectively, and communicate clearly with a range of audiences.
• Proven ability to deliver sustainable improvements that enhance business performance and operational effectiveness.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues.
• Experience identifying service or product improvement opportunities and managing risks, issues, and continual service improvements to maintain stable and effective operations.
• Strong technical knowledge and experience of workplace technologies, digital products, and/or infrastructure services.

The below criteria are desirable only. These will not be assessed throughout the recruitment process, but will be used in the event of tied scores between candidates Desirable skills

Desirable Skills

• Previous experience in proactive monitoring and using Halo ITSM
• Previous experience and knowledge of Microsoft Power Automate and Power BI.
• Previous experience using Dynatrace or similar observability and monitoring tools, Delivering at Pace

Making Effective Decisions Managing a Quality Service Communicating and Influencing Level of security checks required

About HM Courts & Tribunals Service

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We're looking for individuals who are committed to public service and want to make a difference in people's lives in delivering justice. HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital. DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you'll find flexible working, an inclusive culture and a place where your opinion is valued.

Salary

The national salary range is £35,335- £37,847. London salary range is £40,014 - £42,859. Your salary will be dependent on your base location, Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Benefits

• Annual Leave Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
• Pension The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
• Training The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
• Networks The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
• Eligibility Staff on fixed term appointments must have been recruited through fair and open competition. Vacancies advertised "cross-government" are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.
• Support A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.
• Working for the Civil Service The Civil Service Code sets out the standards of behaviour expected of civil servants.

Diversity & Inclusion

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns. You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team. For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos. 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 and the Civil Service Diversity and Inclusion Strategy.

Redeployment Interview Scheme

Redeployment Interview Scheme Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'. MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.