Command and Control Analyst in England

The Command and Control Analyst role is fundamental in ensuring CE&BO is able to proactively identify and prevent or progress significant IT failures or performance issues which may affect the user experience of HMRC colleagues and external customers. As a command & control analyst, you will be responsible for monitoring our IT estate using a variety of monitoring tools, gathering information, undertaking analysis, triaging incidents which you will either progress or escalate to the Major Incident Manager. This is an exciting role, where you will work collaboratively with your team to provide monitoring to areas of IT HMRC’s estate.

Person specification

• You will be self-motivated, resilient, and confident.
• A strong communicator who can work proactively and reactively and is able to take the lead.
• A team player, you will thrive in a team environment and quickly build strong working relationships with your team and wider resolver teams across multiple locations and working patterns.
• You are someone who can analyse data from multiple monitoring services, ServiceNow and provide detailed information and understanding to the Major Incident Manager, Senior Command & Control Analyst and Service Owners.

Responsibilities

• Proactively monitor the HMRC IT estate, performing detailed analysis using a range of monitoring tools and dashboards.
• Collaborate with relevant stakeholders to interpret findings and take appropriate action based on the insights gathered.
• Monitor incidents raised on our call logging platform and perform trend analysis.
• Respond to calls coming into the Bridge liaising with callers, documenting calls, and managing or escalating as required.
• Conduct investigative work on incidents such as detailed diagnostics, business impact and incident count, liaising with Service Owners, Service Managers and Major Incident Managers where appropriate.
• Provide support to the Major Incident Manager during incidents, providing information based on the monitoring analysis, number of users affected using Service Now trending, assisting with understanding potential impacts.
• Record and review observations to ensure awareness of incidents and trends.
• Participate in Service Readiness Reviews, MI calls, Post Incident Reviews as required.
• Perform CE&BO impacting for new projects and services utilising various tools and knowledge to make informed decisions on new monitoring requirements.
• Introduce monitoring of new services to the team through recorded overviews, testing of monitoring, work instructions and use of the analysts One Note documentation.
• Production of reports and appointments.
• Undertake regular process reviews and drive improvements.
• Monitor CE&BO mailbox and Open line, perform analysis on information provided and decide next steps.
• Recording information received on the call log with clear and concise details.
• Proficient in the use of incident management tools (ideally ServiceNow).
• Proficient in the use of Observability tools (ideally Dynatrace).
• Strong analytical and problem-solving skills required to undertake trend analysis utilising troubleshooting methodologies and root cause analysis skills.
• Excellent communication skills required and the ability to build positive relationships with stakeholders to enable collaboration.
• Ability to remain calm and work at pace in rapidly changing situations, being able to quickly assess the situation and reprioritise based on changing information from multiple sources.