Public Sector Resourcing Hiring for Incident Manager (Inside IR35) Job at Salisbury, England Full Time

The Ministry of Defence (MOD) is a central government department with a mission to protect our country and provide the ultimate guarantee of its security and independence, as well as helping to protect its values and interests abroad.

To do this we have an annual budget of almost £40 billion and a workforce comprising 193,000 people, almost 59,000 of whom are civilians. We currently manage more than £11 billion of spend every year.

Our work really matters; we offer engaging roles which have a direct impact on the quality of services we provide. We employ people in many different roles and in many locations across the UK and abroad. We have jobs in policy, finance, HR, IS/IT, commercial and project management and all the types of jobs you would expect to find in a government department, or indeed in the private sector. We also employ doctors, dentists, teachers, police, fire service, quantity surveyors, and engineers to name a few. There are many opportunities to develop and progress both within MOD and across the wider Civil Service, whether you’re a permanent appointee or an interim.

Job Description:

Incident managers aim to restore normal service operation as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained.

Skills required to be an incident manager

You will need the following skills for this role, although the level of expertise for each will vary, depending on the role level.

• 
  Asset and configuration management. You know how to conduct life-cycle management for assets including hardware, software, intellectual property, licences and warranties. You know how to manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You know how to comply with international standards for asset management. You document information relating to assets including identification, classification and specification of all items, and information related to storage, access, versions, etc. You can apply status accounting and auditing in line with relevant criteria.
• 
  Availability and capacity management. You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You know how to control and manage service availability to meet the needs of the business in a cost-effective manner, including managing the capability, functionality and sustainability of service components (including hardware, software, network resources and software/infrastructure as a service).
• 
  Change management. You can manage changes to service, configuration items, organisational change, supplier change and associated documentation. You know how to request changes in response to incidents or problems that provide effective control and reduction of risk to the security performance and availability. You can ensure compliance of the business services impacted by the change. You understand policy, principles and approach. You can apply your understanding and knowledge in project or programme activities and can develop experience in the use of relevant change management tools and processes.
• 
  Community collaboration. You can contribute to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members. You know how to give and receive constructive feedback, facilitating the feedback loop. You can facilitate conflict resolution within teams, ensure the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.
• 
  Continual service improvement. You can identify and explore opportunities for service and business improvement. You know how to drive analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
• 
  Continuity management. You can provide service continuity planning and support. This includes identification of information, systems that support critical business processes, the assessment of risks to those systems’ availability, integrity and confidentiality and the coordination of planning, designing, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity.
• 
  Incident management. You can coordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates to customers. You understand the relevant change management tools and processes.
• 
  Ownership and initiative. You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.
• 
  Problem management. You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.
• 
  Service Management Framework knowledge. You have an in-depth understanding of Service Management Framework principles and processes and the ability to apply your technical knowledge in project or programme activities.
• 
  Service focus. You can maintain focus on the whole life of service delivery: from designing to developing to delivering and operating. You know how to ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.
• 
  Technical understanding. This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need. You stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
• 
  User focus. You understand users and can identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You put users first and can manage competing priorities.

Incident manager

An incident manager oversees incidents and restores normal operations as quickly as possible with the least impact on the business or the user.

At this level, you will be expected to:

• work on-site, maintaining the hardware and fixing technical problems as quickly as possible
• provide first time resolution by troubleshooting, diagnosing or escalating faults to the major incident managers and problem managers to investigate and resolve, or both
• coach apprentices and share knowledge with team colleagues
• Your responsibilities may, in some departments, mirror those of an end user computing engineer.

Skills needed for this role

• 
  Asset and configuration management. You can track, log and correct information to protect assets and components. (Relevant skill level: awareness)
• 
  Availability and capacity management. You know about availability and capacity management processes. (Relevant skill level: awareness)
• 
  Change management. You can implement changes based on requests for change. You know how to apply change control procedures. (Relevant skill level: awareness)
• 
  Community collaboration. You can contribute to the work of others while having the ability to motivate and empower teams. You know how to create the right environment for teams to work in and can facilitate the best team make-up depending on the situation. You can recognise and deal with issues. (Relevant skill level: working)
• 
  Continual service improvement. You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies. (Relevant skill level: awareness)
• 
  Continuity management. You know about the IT standard continuity management processes and procedures. (Relevant skill level: awareness)
• 
  Incident management. You can diagnose and prioritise incidents, investigating their causes and finding resolutions. (Relevant skill level: working)
• 
  Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Relevant skill level: working)
• 
  Problem management. You can initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. You can determine the appropriate remedy and assist with implementation of it as well as preventative measures. (Relevant skill level: working)
• 
  Service Management Framework knowledge. You have a Level 3 Service Management Framework qualification. (Relevant skill level: awareness)
• 
  Service focus. You can take inputs and establish coherent frameworks that work. (Relevant skill level: working)
• 
  Technical understanding. You know about the subject matter and have an understanding of what it involves. (Relevant skill level: awareness)
• 
  User focus. You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level: working)

“In applying for this role you acknowledge the following; this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment, and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.”

Please be aware that this role can only be worked within the UK and not Overseas.