Live Operations Lead

£62,700 - £69,300
Telecommuting not available Travel not required

Job Description

Live Operations Lead

Location: Telford
Salary: £62,700 - £69,300

With 60000+ staff and 50m customers, HMRC is one of the biggest organisations in the UK, running the largest digital operation in Government and one of the biggest IT estates in Europe. We have six modern, state-of-the-art digital delivery centres where multiple cross functional agile teams thrive in one of the most dynamic and innovative environments in the UK. We are expanding our Case Management Delivery Group and are recruiting into a number of posts within the Revenue & Customs Digital Technology Service in Southend and Telford.

Summary of the role:
The Live Operations Lead is responsible and accountable for the Live Support team within the Delivery Group. This person will manage the team of Service Operations Managers, Application Analysts (including Senior Application Analysts) and Problem Analysts. Within this role they will ensure the Live Support team delivers on all its obligations to monitor, maintain, fix and improve the Live Services supported by the Delivery Group.
They will report into the Central Live Services Lead, who is part of the Delivery Group’s SLT and will be part of the Live Services senior management team. They will take full responsibility for the work they undertake, which will often be self-initiated and they will be on point to make decisions that impact the whole Live Support function and will have significant influence over the Live Services team as well as executing effective stakeholder management with their peers in the Central live Services team and with key business owners within HMRC.

The successful candidate will exhibit strong leadership qualities and will be passionate about emerging technologies and tooling, keeping up to date with industry change and be motivated to operate independently within an Agile Delivery and DevOps framework operating model.

Responsibilities include:

- Executing a variety of ITIL based disciplines such as (Incident management, - Problem management, Event management, Patch Management, IT Security Management, IT service continuity & Availability and capacity management)
- Effective people management for a virtual operations team running 24 x 7 production operations to ensure availability to the service within the agreed OLA or ITSLA and executing effective pipeline management and resource management to ensure operations teams are sized and skilled appropriately.
- Optimising and maximising the performance of IT operational infrastructure, to include both the database and application platforms, to ensure achievement of effective cost control and maximum cost efficiency is derived from the supporting infrastructure and computing resources
- Maintaining and managing g the Delivery Group’s IT systems to ensure the smooth daily running of IT operations
- Driving operational consistency and technical excellence in the Case Management central operational teams.
- Advocating a culture of Continuous Operational improvement being actively engaged in leading and delivering operational improvements both on premise and in the Cloud environment
- Partnering with other Delivery Groups and business stakeholders through provision of a comprehensive range of operational services, ensuring adherence to HMRC operations guidelines, processes, standards, methodologies and frameworks
- Working with the Central Live Services Lead in the development of an Operational Improvement plan based on the Delivery Group’s and the wider organisational strategic direction
- Undertaking capacity management to ensure the infrastructure and storage is proactively managed to meet the demands of the service
- Working in a fast paced environment, with involvement outside of your sphere of influence, with freedom to innovate and most importantly being able to adapt to frequent changes
- Taking the lead in pro-active identification, mitigation and removal of operational risks.
- Leading the planning and control of maintenance schedules to ensure operational efficiency and security.

Essential Knowledge, Criteria and Skills:

- Degree-qualified in a technical discipline or have a proven track record of at least 7 years, demonstrating relevant equivalent experience in an operational/technical service environment role
- Experience with managing all tiers of a technology stack supporting application platforms.
- Able to handle complex tasks, demonstrating skills in leading
to resolution.
- Able to manage technical architecture change, lead operational improvement programmes and develop IT infrastructure and operational improvements.
- Knowledge of database, middleware, operating systems and application environments. With a detailed understanding of ITIL processes.
- Innovative and proactive planner with strong proactive approach to problem solving.
- Strong ability to communicate professionally and effectively, including reporting operational status to the Delivery Group Senior Leadership team and to be able to influence decisions and strategic direction. Supported by excellent written and verbal communication and the ability to communicate the right level of technical information based on the audience.
- Experience in software development processes, applications, databases and IT infrastructure support, both on premise and in Cloud.
- Strong understanding of service delivery principles
- Experience of working in enterprise environments, managing risk, compliance and governance.
- Proactive, result oriented and resilient with an ability to work under pressure to tight deadlines and juggle multiple priorities.

Desirable Knowledge, Criteria and Skills:

- Unix experience
- Oracle, SQLServer and OpenSource database experience
- Knowledge of Virtualisation Technologies and Cloud providers
- Experience in monitoring tools such as Zabbix;
- Understanding of Agile deliveries, collaborative tooling and techniques (Jira/Kanban) operating within a DevOps framework
- ITIL OSA (Operation Support and Analysis) Certification
- ITIL CSI (Continual Service Improvement) Certification
- Educated to degree or equivalent standard

Revenue & Customs Digital Technology Services offers a wide range of Employee Benefits comprising:

- Corporate Group Income Protection Pension - Defined Contributions Scheme
- Leave entitlement - 22 days on joining, rising to 25 days after 1 year and 27 days after 10 years’ service
- Corporate life assurance (x 4 salary)
- Voluntary travel insurance
- Voluntary personal accident cover
- Healthcare Cash Plan
- Childcare vouchers
- Cycle to work scheme
- Non-contractual bonus scheme
- Interest free season ticket loan

To apply for the Live Operations Lead role, please click the'Apply now' button.
Dice Id : DI3788
Position Id : ZR_108_JOB
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