Job Specifications
Newcastle-upon-Tyne, Telford
Job Summary
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Our role sits within our Customer Experience and Bridge Operations (CE&BO) team within Enterprise Live Services (ELS) part of the Chief Digital & Information Group (CDIO).
ELS are accountable for the end-to-end service of HMRC's IT Systems and Services, and our focus is ensuring a consistent, excellent customer experience. We work closely with the other platform groups and their partners to bring IT Systems and Services together.
The Customer Experience and Bridge Operations team monitor IT services and infrastructure, across the estate, 24 hours per day, 7 days per week, 365 days per year. Located across two sites, Newcastle, and Telford to provide robust business continuity, the Team is critical to the facilitation and management of Major IT Incidents posing a significant risk or reputational damage to HMRC colleagues and/ or customers.
This is an exciting opportunity for candidates with expertise in analysing IT systems, to enhance their career. Working in a large, complex, government IT estate that supports critical national infrastructure, you will monitor the HMRC IT estate through numerous tools to assist in identifying and preventing Major Incidents and deliver CE&BO monitoring processes to an exceptional standard.
Job Description
The Command and Control Analyst role is fundamental in ensuring CE&BO is able to proactively identify and prevent or progress significant IT failures or performance issues which may affect the user experience of HMRC colleagues, and external customers.
As a command & control analyst you will be responsible for monitoring our IT estate using a variety of monitoring tools, gathering information, undertaking analysis, triaging incidents which you will either progress or escalate to the Major Incident Manager.
This is an exciting role, where you will work collaboratively with your team to provide monitoring to areas of IT HMRC's estate.
You will be joining a team that provides round-the-clock cover and service, 24 hours per day, 7 days per week, 365 days per year.
This role attracts an Annual Attendance Allowance (AAA) payment which is a 25.49% monthly payment on top of your basic salary. This payment could vary to reflect the specific type and number of unsocial hours you are rostered to work.
You will perform your contracted hours on an annualised hours basis, working fixed shift patterns over a 4-week rostering period consisting of days, nights, weekends, and public holidays.
The total number of hours worked over the 4-week rostering period is 148 hours. This is not inclusive of breaks which are unpaid.
If the rostered shift falls on a Bank Holiday, colleagues are expected to work this.
Typically, in 2 out of the 4 weeks, there is a requirement to work 52.75 hours per week, and in the other 2 weeks, a requirement to work 21.25 hours per week. This is subject to change in accordance with business needs.
Current (typical) Shift Patterns Are As Follows:
Week 1
Monday 6:45am - 7pm
Tuesday, Friday, Saturday, Sunday 7am - 7pm
Week 2
Wednesday 6:45am - 7pm
Thursday 7am to 7pm
Week 3
Monday 6:45pm - 7am
Tuesday, Friday, Saturday, Sunday 7pm - 7am
Week 4
Wednesday 6:45pm - 7am
Thursday 7pm - 7am
Please note that allowances paid within HMRC are subject to change in accordance with respective policy changes, and the Annual Attendance Allowance is currently under review
The Command & Control Analyst role is a hybrid role (following successful completion of training) with 60% of working hours being office based in either our Newcastle or Telford bridge operations room.
You must therefore be able to commute to either the Telford or Newcastle location.
The Command and Control Analyst role is fundamental in ensuring CE&BO is able to proactively identify and prevent or progress significant IT failures or performance issues which may affect the user experience of HMRC colleagues, and external customers.
As a command & control analyst you will be responsible for monitoring our IT estate using a variety of monitoring tools, gathering information, undertaking analysis, triaging incidents which you will either progress or escalate to the Major Incident Manager.
This is an exciting role, where you will work collaboratively with your team to provide monitoring to areas of IT HMRC's estate.
You will be joining a team that provides round-the-clock cover and service, 24 hours per day, 7 days per week, 365 days per year.
This role attracts an Annual Attendance Allowance (AAA) payment which is a 25.49% monthly payment on top of your basic salary. This payment could vary to reflect the specific type an
About the Company
HM Revenue and Customs (HMRC) is the UK’s tax, payments and customs authority.
We collect the money that pays for the UK’s public services and help families and individuals with targeted financial support. We help the honest majority to get their taxes and payments right, and make it hard for the dishonest minority to cheat the system.
We use LinkedIn to post regular updates about HMRC’s work on subjects that will be of interest to the LinkedIn community, for instance business tax and advice on running your company, news o...
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