Junior Operations Analyst

The Home Office works to build a safe, fair and prosperous UK. It achieves this through its work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

As a Junior Operations Analyst, you will be part of a cutting-edge IT Operations Centre (ITOC) function conducting real-time monitoring of core technology, infrastructure, applications and services within the Home Office, providing a consolidated operational view of the technical estate and facilitating 24/7/365 support and recovery.

You will work with the Service Management community as well as participating and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.

Key Responsibilities

• Using enterprise monitoring tools to monitor infrastructure, network and applications for alerts and events that could impact the services provided to users of Home Office technology.
• Raising incidents in a Service Management toolset, logging and initiating necessary resolution activities.
• Supporting incident and problem resolution activities, regularly engaging with other Home Office Digital teams and/or suppliers to ensure service performance, availability and security is maintained in line with agreed SLAs.
• Tracking incidents using service management tools and producing supporting reports/data as required.
• Understanding and adhering to ITOC and ITIL (IT Infrastructure Library) event, incident and problem management policies, procedures, OLAs and SLAs.
• Providing a comprehensive update and handover of ongoing issues to resolver teams and to the incoming ITOC team during shift handovers.
• Identify operational issues, report observations from daily monitoring, and assist senior staff with process improvements.
• Provide Monitoring Team support to wider live service reviews, verify monitoring and alert setups, and help maintain accurate operational documentation.

Working Pattern

• Due to the business requirements of this role, it is only available on a full-time basis.
• This is a shift-based role which involves working 2 days and 2 nights on a 4 on/4 off rolling basis.
• Successful candidates will need to be able to attend for all shifts including early starts, overnight shifts, bank holidays and weekends. These shifts may be outside of public transport operating hours.

Travel

• Occasional travel may also be required to other Home Office locations. Any associated costs will be reimbursed in line with Home Office policy.

Person specification

Essential criteria

• Good interpersonal skills, with an ability to communicate effectively and professionally.
• Ability to work as part of a team and to engage effectively with suppliers and customers.
• Knowledge of networks, operating systems, middleware, and applications, with a willingness to learn new technologies and maintain industry knowledge.
• Good analytical and problem-solving skills.
• Demonstrating a strong sense of ownership and drive to follow tasks through to completion.
• Maintaining a customer focus.

Desirable criteria

• Using enterprise monitoring tools to monitor infrastructure, network and applications.
• Understanding of ITIL, Lean, SIAM, Agile and DevOps principles within a Product-centric delivery model.

Benefits

• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
• This role currently attracts Annualised Hours Allowance (AHA) of 38% of salary, which equates to an additional £14,828 per annum based on salary minimum.