Live Operations Lead

HM Revenue & Customs
Town Centre
?60, 800 - ?67, 200
10 Oct 2017
13 Oct 2017
Contract Type
Full Time
Live Operations Lead Location: Telford Salary: 60, 800 - 67, 200 With 60000+ staff and 50m customers, HMRC is one of the biggestorganisations in the UK, running the largest digital operation inGovernment and one of the biggest IT estates in Europe. We have sixmodern, state-of-the-art digital delivery centres where multiple crossfunctional agile teams thrive in one of the most dynamic and innovativeenvironments in the UK. We are expanding our Case Management DeliveryGroup 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 LiveSupport team within the Delivery Group. This person will manage the teamof Service Operations Managers, Application Analysts (including SeniorApplication Analysts) and Problem Analysts. Within this role they willensure 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 ofthe Delivery Groups SLT and will be part of the Live Services seniormanagement team. They will take full responsibility for the work theyundertake, which will often be self-initiated and they will be on pointto make decisions that impact the whole Live Support function and willhave significant influence over the Live Services team as well asexecuting effective stakeholder management with their peers in theCentral live Services team and with key business owners within HMRC. The successful candidate will exhibit strong leadership qualities andwill be passionate about emerging technologies and tooling, keeping upto date with industry change and be motivated to operate independentlywithin an Agile Delivery and DevOps framework operating model. Responsibilities include: Executing a variety of ITIL based disciplines such as (Incidentmanagement, - Problem management, Event management, Patch Management, ITSecurity Management, IT service continuity & Availability andcapacity management) Effective people management for a virtual operations team running 24x 7 production operations to ensure availability to the service withinthe agreed OLA or ITSLA and executing effective pipeline management andresource management to ensure operations teams are sized and skilled appropriately. Optimising and maximising the performance of IT operationalinfrastructure, to include both the database and application platforms,to ensure achievement of effective cost control and maximum costefficiency is derived from the supporting infrastructure and computing resources Maintaining and managing g the Delivery Groups IT systems to ensurethe smooth daily running of IT operations Driving operational consistency and technical excellence in the CaseManagement central operational teams. Advocating a culture of Continuous Operational improvement beingactively engaged in leading and delivering operational improvements bothon premise and in the Cloud environment Partnering with other Delivery Groups and business stakeholdersthrough 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 anOperational Improvement plan based on the Delivery Groups and the widerorganisational strategic direction Undertaking capacity management to ensure the infrastructure andstorage is proactively managed to meet the demands of the service Working in a fast paced environment, with involvement outside of yoursphere of influence, with freedom to innovate and most importantly beingable to adapt to frequent changes Taking the lead in pro-active identification, mitigation and removalof operational risks. Leading the planning and control of maintenance schedules to ensureoperational efficiency and security. Essential Knowledge, Criteria and Skills: Degree-qualified in a technical discipline or have a proven trackrecord of at least 7 years, demonstrating relevant equivalent experiencein an operational/technical service environment role Experience with managing all tiers of a technology stack supportingapplication platforms. Able to handle complex tasks, demonstrating skills in leading to resolution. Able to manage technical architecture change, lead operationalimprovement programmes and develop IT infrastructure and operational improvements. Knowledge of database, middleware, operating systems and applicationenvironments. With a detailed understanding of ITIL processes. Innovative and proactive planner with strong proactive approach toproblem solving. Strong ability to communicate professionally and effectively,including reporting operational status to the Delivery Group SeniorLeadership team and to be able to influence decisions and strategicdirection. Supported by excellent written and verbal communication andthe ability to communicate the right level of technical informationbased on the audience. Experience in software development processes, applications, databasesand 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 workunder 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 andtechniques (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 rangeof Employee Benefits comprising: Corporate Group Income Protection Pension - Defined Contributions Scheme Leave entitlement - 22 days on joining, rising to 25 days after 1year 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. - provided by Dice AGILE, CLOUD, DEGREE, FIX, INCIDENT MANAGEMENT, ITIL, JIRA, KANBAN, MIDDLEWARE, ORACLE, PROBLEM MANAGEMENT, RESOURCE MANAGEMENT, SECURITY MANAGEMENT, SERVICE DELIVERY, STAKEHOLDER MANAGEMENT, TECHNICAL ARCHITECTURE, UNIX