This role can offer hybrid working, but 60% of your time must be spent within our Newcastle bridge operations room. You must therefore be able to commute to the Newcastle location and initial training will be entirely office based in Newcastle.

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 typically a 26.11% 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.

Week 1:

• Current (typical) shift patterns are as follows:
  • 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, the Annual Attendance Allowance is currently under review.

The team also operate a further out of hours on call rota which colleagues are expected to join once fully trained. Colleagues joining the rota will be reimbursed as per HMRC policy.

Person specification

We are seeking a dynamic individual with extensive experience in handling Major Incidents within a large, multi-functional organisation. You should possess a deep understanding of both business and service impacts.

A strong and effective leader, you are self-motivated, resilient, and confident in working both proactively and reactively. You are comfortable delivering reports and briefings to senior leaders.

As an excellent communicator, you can set the right tone for both business and technical audiences. You thrive in a team environment and quickly build strong working relationships across multiple locations. Additionally, you are open-minded, ready to consider the ideas of others, and readily accept feedback on your work.

Responsibilities:

• Facilitating and directing Major Incident resolution activity.
• Producing high quality communications for business and technical audiences within tight timescales.
• Challenging others to facilitate service restoration, while constantly reprioritising tasks and workload.
• Understand IT issues from a customer perspective, draw logical conclusions and make sensible suggestions whilst negotiating with suppliers.
• Proactively participating in post incident reviews and any residual recovery activity.
• Making critical decisions in relation to incidents/changes required out of hours.
• Working closely with partners to provide assurance of delivery to support Key Business Events.

Please note: Security Check (SC) clearance level, either already held or willing to obtain, is a requirement of this role. Please see Additional Security Information and Security sections below.

Essential Criteria

We are looking for an experienced Major Incident Manager who clearly demonstrates the below:

• Proven ability to manage major incidents, including triage, escalation and resolution within a complex organisational environment.
• Capable of managing multiple incidents simultaneously, prioritising tasks effectively and maintaining focus in a constantly evolving environment to deliver rapid results.
• Outstanding verbal and written communication skills, with the ability to convey information clearly and effectively to both technical and non-technical audiences ensuring everyone is aligned.
• Uses strong and effective leadership to demonstrate a positive influence on teams and excels at building strong, collaborative relationships with stakeholders across all levels of the organisation.
• Able to work independently and make informed decisions when operating outside core hours.

Desirable Criteria

• Existing knowledge of how a business service is supported by the IT.
• Service Management experience within a large organisation and meaningful experience in IT Operational Management.
• Proven dedication to IT Service Management standard methodologies, along with a track record of delivering continuous improvement in a customer centric environment.
• ITIL Foundation V3 or V4 and a fundamental understanding of the Major Incident Management function and how to apply it.

Office closures

For more information on where you might be working, review this information on our locations.

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

This Site Is:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle.

You will be given more information about what this means at the job offer stage.

Technical skills

We'll assess you against these technical skills during the selection process:

• Series of situational questions.

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit [Thinking of joining the Civil Service](