To apply direct for this role please visit Civil Service Jobs and quote ref no.HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.
This is an exciting time to join an organisation that probably doesnt work how youd imagine a government organisation would. Our blog tells you a bit more about what we do and how we do it here.
We are undergoing a major transformation programme, which includes a major investment in digitisation. This means customers can do more for themselves online, in real time, on computers, tablets and smartphones therefore we are building a team of outstanding people who will create and run these new and improved technology services.
Our role is within Chief Digital & Information Group (CDIO), were increasingly delivering in-house through our growing network of digital delivery centreshi-tech, state-of-the-art facilities across the UK.
We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And were creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.
HMRC is a customer centric organisation which puts customer requirements at the forefront of everything we do.
Job descriptionThis vacancy sits within HMRCs Chief Digital & Information Office (CDIO) who set the technology direction for HMRC and deliver the high-level design for all IT solutions. CDIO is responsible for building and running HMRC IT services along with providing IT change and operational support.
The Platform Support team within Service Central & Technical Services (SC&TS) deliver enterprise tooling and associated infrastructure on behalf of CDIO. SC&TS are accountable for the support, management and development of platforms, tools and infrastructure including ServiceNow, Snow and AWS/Azure. Our focus is on ensuring consistent, excellent Customer Experience.
Now is an exciting time to join us as we optimise user experience and build capability across our organisation. We deliver reliable, secure, and supportable solutions to around 76,000 of our colleagues across HMRC and play a critical part in ensuring that HMRC is both efficient and effective.
Service Central & Technical Services (SC&TS) are accountable for the support, management and development of platforms, tools and infrastructure including ServiceNow & Snow. Our focus is on ensuring consistent, excellent Customer Experience.
We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who have hands-on experience of driving through both technical and business changes. The team works in a demanding environment, supporting a large, complex estate and includes experienced Infrastructure Engineers, Technical Analysts/Developers, and an Agile Delivery Management function. Knowledge is openly shared, and solutions are driven as a team.
Person specificationThis will involve:
Ensuring services are integrated, delivered, and operated as required including the use of real time monitoring to proactively address service impacting issues.
Working with and supporting third parties in providing infrastructure services.
Working with technical architects to translate architectural designs into operations.
Providing input into technology roadmaps, projects and tasks.
Working as part of specialist teams and reporting to the Senior Infrastructure Engineer to build, managing, support and maintain solutions according to departmental policy.
Covering operational support hours between 08:00 and 18:00 and out of ours on call between 18:00 and 08:00 (weekdays) and 24 hours during weekends and bank holidays.
As a Platform Support Engineer you will have the following responsibilities within your role:
Knowledge and/or experience of supporting different operating systems such as Windows Server and Linux/Unix.
Understanding of physical, virtual & Cloud based infrastructure (AWS/Azure).
Good working knowledge of LAN/WAN connectivity, network ports, protocols, connectivity testing/troubleshooting.
Understanding of Scripting languages such as Javascript & Powershell.
Awareness of automation technologies such as Terraform and Ansible.
An understanding of the importance of integrating multiple systems and how this can enhance value.
Good working understanding of IT architecture, infrastructure, and cloud services.
Awareness of technologies such as REST and SOAP APIs.
An understanding of IT Service Management.
Backup, storage technologies & Disaster Recovery solutions.
Experience of managing and maintaining cloud (AWS/Azure)/hybrid infrastructure.
Successful candidates will be subject to Security Clearance Checks (SC), as this is a key requirement of the role, unless SC Clearance is already held and valid.
Awareness of Security controls and Information security.
Essential Criteria:
Experience of supporting key live services & delivering high quality technical service to end users.
Experience of providing out of hours, on call support for services.
Technical skills and awareness of hardware and software, operating system and application, end user devices and servers that enable the support of critical live services.
Producing and understanding technical documentation such as Technical guides and Solution Design Documents.
Creating clear and concise communications, using appropriate language understood by technical and non-technical stakeholders, to ensure expectations are agreed and managed.
Experience of delivering change within a large organisation and complex technical landscape.
Desirable Criteria:
Demonstrable Experience & Understanding of ServiceNow platform.
Demonstrable Experience & Understanding SNOW and/or Flexera.
Expertise in infrastructure as code (IaC) using tools like Terraform and Ansible You.
Working in or with an agile delivery model.
Awareness of ITIL service management framework, ideally with a minimum of an ITIL Foundation qualification.TPBN1_UKTJ