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- Tasks: Lead IT Operations support for critical national infrastructure and manage major incidents.
- Company: Join the Home Office, a key player in government services.
- Benefits: Competitive salary, civil service pension, flexible working, and generous leave.
- Other info: Opportunities for career growth and continuous improvement in a dynamic environment.
- Why this job: Make a real impact on national services while developing your IT management skills.
- Qualifications: Experience in Major Incident Management and strong communication skills required.
The predicted salary is between 46062 - 50882 £ per year.
Salary: £50,182 (Croydon) | £46,062 (Manchester) plus skills allowance of up to £8,300. Like many organisations, we need to maintain our services 24/7; therefore, on occasions there may be a requirement to work out of hours, for which you will be paid an additional allowance.
Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.
As a Senior Incident Manager within Enterprise Services IT Operations, you will play a key role in the provision of service at the Home Office, supporting vital national infrastructure. You will lead and drive IT Operations support activities, a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.
You will contribute to setting strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support. You will also get the opportunity to build your knowledge about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.
Your main day-to-day responsibilities will be:
- Leading and managing incidents across all priority levels, with a focus on major incidents—ensuring timely communications, status updates, and adherence to emergency change protocols.
- Providing escalation support for the Service Desk and Incident Management team, including participation in the out-of-hours on-call rota.
- Conducting Post Incident Reviews, ensuring documentation is completed promptly and lessons learned are embedded into practice.
- Championing service improvement, supporting onboarding of new services, upskilling the team, and implementing enhancements to incident processes and IT support models.
- Collaborating across functions, working closely with Problem and Change Management to support root cause analysis and change handling.
- Supporting team development through coaching, mentoring, and career growth initiatives within the IT Operations community.
- Maintaining operational excellence by producing incident reports, managing knowledge assets, and exploring emerging technologies to improve service delivery.
Essential skills criteria:
- Experience of working within Major Incident Management or equivalent role at a large organisation, with proven command and control skills.
- Experience of leading large incident conference calls with proven stakeholder management skills.
- Strong communication and interpersonal skills, with a proven ability to issue incident communications effectively and professionally.
- Ability to lead incidents, work as part of a team, or alone, effectively managing major incidents to resolution, including carrying out supplier and customer escalations where required.
- Demonstrates excellent analytical and problem-solving skills to proactively identify issues and emerging trends, taking appropriate action to drive continuous improvement.
Why work for us...
A civil service pension with employer contribution rates of at least 28.97%. In-year reward scheme for one-off or sustained exceptional personal or team achievements. The ability to potentially adopt flexible working options that suit your work/life balance, plus the opportunity in future to take a career break. 25 days annual leave on appointment, rising with service. Eight days public holidays, plus one additional privilege day. 26 weeks maternity, adoption or shared parental leave at full pay, followed by 13 weeks statutory pay and a further 13 weeks’ unpaid, after qualifying service.
Please click on apply to be redirected to our application portal and the full job advert.
Senior Incident Manager in London employer: UK Home Office
Contact Detail:
UK Home Office Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Incident Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the Home Office on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common incident management scenarios. We should be ready to showcase our problem-solving skills and how we handle high-pressure situations. Role-playing with a friend can help us nail it!
✨Tip Number 3
Showcase our passion for IT support during interviews. We need to express our enthusiasm for service improvement and how we can contribute to the Home Office's mission. Let’s make sure they see our commitment!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can keep track of our application status easily. Let’s get that application in!
We think you need these skills to ace Senior Incident Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Incident Manager role. Highlight your experience in Major Incident Management and any relevant skills that match the job description. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how your skills can contribute to our mission at the Home Office. Keep it engaging and relevant to the role.
Showcase Your Communication Skills: Since strong communication is key for this role, make sure your application reflects your ability to convey information clearly and professionally. Whether it’s in your CV or cover letter, let us see your interpersonal skills in action!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our team there.
How to prepare for a job interview at UK Home Office
✨Know Your Incident Management Inside Out
Make sure you brush up on your Major Incident Management knowledge. Be ready to discuss your experience leading large incident calls and how you've handled escalations. They’ll want to see that you can command a room and manage stakeholders effectively.
✨Showcase Your Communication Skills
Since communication is key in this role, prepare examples of how you've issued incident communications in the past. Think about times when your clear communication made a difference during a major incident. This will demonstrate your ability to keep everyone informed and calm under pressure.
✨Emphasise Continuous Improvement
Be prepared to talk about how you've contributed to service improvements in previous roles. Share specific examples of how you've conducted Post Incident Reviews and implemented lessons learned. This shows that you're not just reactive but proactive in enhancing processes.
✨Demonstrate Team Leadership and Development
Highlight your experience in coaching and mentoring within IT Operations. Discuss how you've supported team development and fostered a culture of growth. They’ll be looking for someone who can uplift the team while managing incidents effectively.