Observability Analyst - Live Services & Dashboards

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

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.