Problem Manager
HM Revenue and Customs
Apply before 11:55 pm on Friday 14th February 2020
Reference number
35624
Salary
£30,880
Grade
Higher Executive Officer
Contract type
Permanent
Business area
HMRC - CDIO - Cloud
Type of role
Information Technology
Working pattern
Flexible working, Full-time, Job share, Part-time
Number of posts
1
Location
Telford
About the job
Summary
The
Cloud Problem Manager is responsible for facilitating the resolution
and controlling the root cause of incidents within the Cloud IT
infrastructure. They also work with Cloud Operations to prevent the
recurrence of these incidents.
The problem manager picks up feeds from numerous sources, such as the service desk, with the aim of putting in place continual improvement to stop incidents such as regular service outages recurring. Take an active role in investigating ways of preventing issues occurring and encouraging a culture of proactive problem investigation.
The problem manager picks up feeds from numerous sources, such as the service desk, with the aim of putting in place continual improvement to stop incidents such as regular service outages recurring. Take an active role in investigating ways of preventing issues occurring and encouraging a culture of proactive problem investigation.
Job description
This
role sits within a wider Enterprise Cloud Services (ECS) team that is
transforming and expanding to enhance its HMRC Cloud Centre of
Excellence offering. It is a diverse team of around 80+ individuals,
creating a dynamic and inclusive working environment. Covering Cloud
Service Design, Development, Operation and Governance.
The Problem Manager will have regular collaboration and play an influencing role with the HMRC Problem Management Community.
This role will need to both create and embed effective Problem Management alongside the existing incident management within CDIO Cloud.
• Continual Service improvement of Problem Management area
• Ownership of Problem Management performance and reporting
• Working closely with High Priority Incident managers
• Perform Trend Analysis to minimise the impact of recurring incidents
• Review and submit problems for registration
• Maintain the Cloud Problem Procedure
• Actively pursue progress on problems and work-arounds
• Assist in the development of packages of problem fixes ensuring the package delivers the maximum benefit to the HMRC business
• Manage the Problem Backlog
• Root Cause Analysis / Lessons Learned Reports
• Manage and be responsible for the Known Error Log
Person Specification
Essential Criteria:
• Knowledge of Problem solving techniques (e.g. 5 Whys, Fishbone)
• Understanding of Incident/Problem Management and Knowledge Management Process
The Problem Manager will have regular collaboration and play an influencing role with the HMRC Problem Management Community.
This role will need to both create and embed effective Problem Management alongside the existing incident management within CDIO Cloud.
Responsibilities
Responsibilities include, but are not limited to:• Continual Service improvement of Problem Management area
• Ownership of Problem Management performance and reporting
• Working closely with High Priority Incident managers
• Perform Trend Analysis to minimise the impact of recurring incidents
• Review and submit problems for registration
• Maintain the Cloud Problem Procedure
• Actively pursue progress on problems and work-arounds
• Assist in the development of packages of problem fixes ensuring the package delivers the maximum benefit to the HMRC business
• Manage the Problem Backlog
• Root Cause Analysis / Lessons Learned Reports
• Manage and be responsible for the Known Error Log
Person Specification
Essential Criteria:
• Knowledge of Problem solving techniques (e.g. 5 Whys, Fishbone)
• Understanding of Incident/Problem Management and Knowledge Management Process
Benefits
Benefits
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.
Things you need to know
Security
Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.
Selection process details
At
application stage, you will be required to upload your CV detailing
your work history and skills/duties within your career and in addition
you will be required to upload a statement of suitability to outline how
your skills and experience match the specification detailed above. A
sift of all applications will be performed after the vacancy closing
date.
The application sift will be based on the skills and experience outlined within the Job Specification.
The interview will be based on your skills and experience outlined within the essential criteria
Sift and Interview dates to be confirmed, but will be held in Telford.
Feedback will only be provided if you attend an interview.
Further Information
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Any move to HMRC will mean you will no longer be able to carry on claiming childcare vouchers.
A reserve list will be held for a period of 6 months from which further appointments can be made.
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.
Security Update
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.
Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.
HMRC transformation
In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. There will also be a small number of specialist sites, where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff. If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC’s applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site. If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.
Terms and Conditions
Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave
Pay
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.
New entrants are expected to join on the minimum of the pay band.
Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Feedback will only be provided if you attend an interview or assessment.
The application sift will be based on the skills and experience outlined within the Job Specification.
The interview will be based on your skills and experience outlined within the essential criteria
Sift and Interview dates to be confirmed, but will be held in Telford.
Feedback will only be provided if you attend an interview.
Further Information
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Any move to HMRC will mean you will no longer be able to carry on claiming childcare vouchers.
A reserve list will be held for a period of 6 months from which further appointments can be made.
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.
Security Update
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.
Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.
HMRC transformation
In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. There will also be a small number of specialist sites, where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff. If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC’s applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site. If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.
Terms and Conditions
Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave
Pay
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.
New entrants are expected to join on the minimum of the pay band.
Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Feedback will only be provided if you attend an interview or assessment.
Nationality requirements
Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The
Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with
disabilities who meet the minimum selection criteria.
Apply and further information
Contact point for applicants
| Job contact : | ||
| Name : | Simon Hoddinott | |
| Email : | Simon.hoddinott@hmrc.gov.uk | |
| Telephone : | 07823360148 | |
| Recruitment team : | ||
| Email : | hmrcrecruitment.grs@cabinetoffice.gov.uk | |
Further information
Appointment
to the Civil Service is governed by the Civil Service Commission’s
Recruitment Principles. You have the right to complain if you feel a
department has breached the requirement of the Recruitment Principles.
In the first instance, you should raise the matter directly with the
department concerned. If you are not satisfied with the response, you
may bring your complaint to the Commission. For further information on
bringing a complaint to the Civil Service Commission please visit their
web pages:
http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
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Only fools or incompetents need apply!
ReplyDeleteI thought HMRC already had too many problem managers!
ReplyDeleteDoesn't HMRC have enough problem managers already? Why recruit more?
ReplyDeleteSo this very important sounding job has an annual salary of £30k.
ReplyDeleteThe SCSs with non-jobs have a starting salary of £70k.
Says it all really.
Too many problem managers already. And a fair share of utterly corrupt managers. Do not work for HMRC unless you enjoy being bullied.
ReplyDeleteThe core skills for any manager in HMRC is to kiss arse of those above and kick arse of those below!
ReplyDeleteThe world is then your oyster!
And any manager who looks after their staff.. which is what management is supposed to be....is chastised as being weak.....a horror of a place.
ReplyDeleteJim Harra....are you going to let us down like the ones before you ?
Be careful saying things like that...there are trolls who operate on the comments section of this site who deny that there is a bullying culture at HMRC...those with a brain know it runs from top to bottom...
DeleteHow true. Be very, very, very careful.
DeleteThere may be a horrible person reading this who disagrees with your opinion. How could you possibly cope?
I can cope with a difference of opinion; bring it on, any day of the week. However, the existence of a bullying culture at HMRC is not an opinion - it's a fact. Yes, I was hounded to the verge of suicide by corrupt Human Resources staff working to cover-up the misconduct of management. But don't take my word for it - HMRC's own stunt of employing Laura Whyte to pretend it is taking workplace abuse seriously, is clear evidence that even they accept the reality of there being a significant problem.
DeleteLove this bit:
ReplyDeletePay
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.
New entrants are expected to join on the minimum of the pay band.
Since when has their been a pay scale that anyone can progress up from the base level? Surely advertising jobs stating there is a payscale that you can progress up is misleading at the very least, and a damn lie in reality.
Any "promotion" to the HMRC means you have to agree to a 5/7 contract....lose 1.5 privilege days and lose 2 months from your sick pay entitlement.....these fuckers are having a laugh.
ReplyDeleteJIM HARRA.....you are a fucking disgrace !!!!
Yes , he's a real disgrace!!! That'll tell 'em
DeleteWho would want to work for Hmrc? Full of snakes and general misfits. Avoid: unless you're sick in the head.
DeleteIf this position doesn't get filled. It will be the end of western civilisation as we know it.
ReplyDelete