SPM Lead Application Operations Engineer
Social Security Scotland
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Benefits offered by this job
Job summary
Social Security Scotland is seeking a Lead Application Operations Engineer to provide technical leadership for the Case Management System and related batch processing services. The role manages a hybrid team of in‑house engineers and supplier analysts, supporting 17 benefit products while ensuring service availability and reliable client payments.
The senior role drives incident triage, problem resolution and continuous improvement, building capability within the team and collaborating with
Qualifications
- Can communicate with stakeholders at all levels and explain the impact of IT decisions.
- Experience developing, supporting and leading others to achieve objectives.
- Evidence of delivering continual service improvement and large corporate digital projects using ITIL, Prince 2 or Agile methodologies.
Responsibilities
- Maintain secure configuration and accurate information, including Cúram security and licence assets, ensuring security and integrity of components.
- Manage service components to meet business needs and performance targets.
- Lead incident investigations, resolutions and preventive measures; identify trends and root causes.
- Initiate actions to investigate patterns, address risks and drive long‑term improvements.
- Engage with specialists and stakeholders to support problem resolution and decision‑making.
- Develop and maintain operational frameworks, procedures and documentation for effective service management.
- Lead planning and coordination of testing activities, providing guidance on test strategy.
Skills
Job description
Sift – week commencing 9th November
Social Security Scotland is currently seeking a Lead Application Operations Engineer to join our Digital Services Branch, providing technical leadership and specialist expertise for our Case Management System (Cúram) and associated batch processing services.
As part of our Digital, Delivery and Change Division, you will lead a hybrid support team of in-house Application Operations Engineers and supplier System Business Analysts. Together, the team supports 17 benefit products delivered through the Case Management System, ensuring service availability, platform stability, integration processing, and the accurate generation of client payments.
As the senior operational lead and subject matter expert, you will drive incident triage and resolution across all priority levels, including complex and business-critical incidents. You will build and maintain technical capability within the team, lead problem resolution activities, and work closely with internal and external stakeholders to ensure reliable service delivery.
You will play a key role in improving service resilience, reliability and operational performance, while driving the maturity of monitoring, alerting, maintenance and support practices.
This is a highly visible leadership role with the opportunity to shape the future direction of Application Operations Engineering, influence team growth and capability, and drive continuous improvement across the wider profession.
We are looking for candidates with strong hands-on application support experience, proven technical leadership skills, and a track record of leading teams that deliver critical business services.
A Lead Application Operations Engineer defines the application strategy and the strategy for security administration.
- liaise with leads within IT operations on how applications are performing and changes that need to be put in place
- potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business)
- Maintain secure configuration and accurate information, including the management of Cúram security and licence assets, ensuring the security, integrity and consistency of system components and information.
- Manage service components to ensure they continue to meet business needs, performance targets and user outcomes.
- Deal with high-impact, complex change requests, providing technical expertise to support service delivery and continuous improvement.
- Lead the investigation, resolution and prevention of incidents and problems, taking ownership of issues, identifying trends and root causes, determining remedies and preventative measures, and supporting their implementation.
- Initiate and monitor actions to investigate patterns and trends, proactively addressing risks and driving long-term service improvements.
- Effectively engage and consult with specialists and stakeholders where required to support problem resolution and decision-making.
- Identify opportunities to optimise processes, contribute to the implementation of improvements, and support the development and adoption of best practices.
- Develop and maintain operational frameworks, procedures, standards and documentation to support effective, secure and consistent service management.
- Lead the planning and coordination of system, functional, non-functional and user acceptance testing activities, providing expert guidance on test strategy and planning.
- Collaborate with user researchers, stakeholders and subject matter experts to understand and champion user needs, distinguishing between incidents and service requirements.
- Prioritise and define approaches to understanding user journeys and user stories, guiding others in user-centred practices and recommending appropriate tools and methods to support research and service improvement.
- Can communicate with stakeholders at all levels. Can convey the benefits, risks and strategic operational considerations of IT solutions and their technical design, to technical and non-technical senior stakeholders. This includes explaining the impact of any technical decisions on the sustainability of the solution.
- Demonstrable experience of developing, supporting, coaching and leading others to achieve the organisation's strategic objectives.
- Evidence of delivering continual service improvement; willing to challenge established practices, using evidence to deliver a better service to the business as a whole. This will include a vision for streamlining processes and reducing costs to ensure focus on delivering support for new business critical technologies. Demonstrable experience of the delivering large corporate scale Digital projects through the practical use of ITIL, Prince 2, Agile, or equivalent methodologies.
- Making Effective Decisions (Level 4)
This role is aligned to Lead Application Operations Engineer within the Government Digital and Data Profession.
Please review the following to understand the skill expectations: Lead Application Operations Engineer - Government Digital and Data Profession Capability Framework
These skills will be tested during the Technical Assessment if you are successful at sift stage. They will not be assessed at application stage.
We will be hosting an online candidate information session for this role to provide you with information about the application and interview process, as well as further information on the role and team.
The session will be held on Wednesday 28th October at 12.30 - 13:30.
- The Lead Application Operations Engineer role and team
- About Social Security Scotland
- Our recruitment process
- Q&A with the hiring manager
Sift – week commencing 9th November
Interview – week commencing 23rd November
Location – In Person in either Dundee or Glasgow
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
This post is part of the Government Digital and Data (GDD) profession and currently attracts a £3,000 annual GDD pay supplement, which is paid monthly. Pay supplements are reviewed regularly.
Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee.If you have specific questions about the role you are applying for, please contact us.
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change. If you require visa sponsorship, you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice at Skilled Worker visa: Overview - GOV.UK
Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot.
Contact Name- Resourcing Team
Contact email – Recruitment@socialsecurity.gov.scot
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