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Information Technology

DTS – Incident & Major Incident Manager – 57885
£36,049 – £47,591
Multiple Locations


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Important salary details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.

Merit List

HMCTS run a Merit List, where candidates who are unsuccessful at interview, by only a few points, can be offered other roles, at the same band, for up to 12 months!

So, it is always a good idea to apply for a role, and try as best as you can at interview, as you never know what future opportunities it may open! You will be able to view your status via the application screen. If you have been added to the Merit List, your status will show either Merit or Reserve list.


Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MoJ) and provides the supporting administration for the Judiciary across England and Wales. It delivers services to the public directly in court and tribunal buildings, remotely via business centres and increasingly via digital services online. HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform and Crime Programme, with funding confirmed in the most recent spending review. These Programmes are providing a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will ensure justice for all as well as supporting the UK’s position at the forefront of an increasingly competitive international legal market. Delivering and operating digital services lie at the heart of the transformation. Making a real difference to people’s lives is such an integral part of working at HMCTS that we’ve built it into an agreement with everyone who works here. It’s called our people promise.

Digital & Technology Services is growing as a key enabler of HMCTS’ future as a digital organisation, building the new digital products and live operations teams necessary to deliver online services to our users and staff. The directorate is creating, operating and enhancing critical national infrastructure services. Users include citizens, court staff, the judiciary, prosecutors, legal counsel and a wide variety of other participants in delivering justice.

For example, HMCTS Digital & Technology Services has created and now operates and enhances services that have digitised the court room. These include paperless bundles for all parties in the Crown Court, a single evidence repository and tablet viewing solution in the Magistrates’ Court, as well as the critical infrastructure solutions to display evidence, deliver court hearings by video and achieve connectivity. Other live digital services enable citizens to interact with HMCTS directly online, whether they need help in the civil, family, or criminal courts, or need to apply to a tribunal.

An effective courts and tribunals service is fundamental to our democracy, underpinning the rule of law. This is an opportunity to work in a role that will enable the digitisation of a major agency and run an operation designed not just to give our courts and tribunals a sustainable and affordable future, but to improve how justice is delivered.


Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and Crown Prosecution Service transition and run great digital services. The role involves the dealing with and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

The ability to work both independently and lead Incident Management work streams, proactively and with versatility and responding to changing circumstances is essential. They will be expected to provide first time resolution by troubleshooting, diagnosing or escalating faults. In the event of a Major incident they act as the driving force to swift resolution, collaborating with technical, change and problem managers, and keeping detailed notes around workstream activity, actions taken and decisions made.

Job Description

The role has management and leadership responsibility within the HMCTS Digital and Technology Services for digital and technology products, providing a service to our users as part of the wider Live Operations team. The post holder will have the opportunity to be part of the team building and implementing the new digital operating model for HMCTS, at the heart of the future organisation.

The Incident Manager will aim to restore normal service operations as quickly as possible and minimise any adverse effect on business operations. This makes sure that the best possible levels of service quality and availability are returned and maintained, resolving faults or passing to problem management to investigate and resolve, or both. This can include ensuring that SLA’s are continually achieved, and provide guidance for all current and new HMCTS Digital products. As Incident Manager, you will manage significant outages and crises and report issues to problem management. You will also be expected to work closely with workplace services, infrastructure, applications operators and communication managers to resolve incidents.

The Incident Management Team participate in an Out of Hours Rota to provide 24*7 support to critical services. In the event of a high priority incident occurring their role is to coordinate and communicate resolution activity.

The role reports to the Service Operations Manager and will have line management responsibility for the Incident & Problem Analysts in the DTS Live Operations team, who will work together to share expertise and provide cover.

Key Responsibilities


  • Understand the availability and capacity management processes and how they are used across large estates in order to effectively manage service components to ensure they meet business needs and performance targets.
  • Analyse and assess impact, and develop and document change requests. Implement changes based on requests for change.
  • Work collaboratively within a group, actively working with others and varying feedback for the appropriate time to ensure the discussion fits. Use initiative to identify problems or issues in the team dynamic and rectify them. Pull out issues through agile health-checks with the team to provoke the right responses.
  • Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
  • Manage the IT standard continuity management processes and the process around service continuity to ensure service availability can be maintained at all times using the correct procedures.
  • Lead the investigation and resolution of incidents. Diagnose and prioritise incidents, investigating their causes and finding resolutions.
  • Take accountability of issues that occur and own an issue until a new owner has been found or the problem has been mitigated or resolved, to achieve excellent user outcomes.
  • Initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determine the appropriate remedy and assist with implementation of it as well as preventative measures.
  • See the bigger picture and investigate how to get the best from digital services.
  • Understand core technical concepts related to the role and apply them with guidance.
  • Identify needs and engage with users or stakeholders to collate user needs. Understand and define requirements that fit business needs, using quantitative and qualitative data about users to turn user focus into outcomes.


  • Prepare and maintain analysis of data and requirements to understand user needs, Prepare and deliver guidance and communications to support operating and improving their performance of the Service Management team for Incident Management.
  • Establish training needs and knowledge transfer requirements, ensuring these are delivered where required.
  • Act as a central contact point for all digital and technology Incidents related to DTS Live Operations.

Skills & Experience

We’re looking for an individual with strong interpersonal skills who likes working with delivery focused and agile multidisciplinary teams. You will also contribute to the wider community and share your skills and experiences with others across HMCTS, MOJ and the wider Government, as required.

Essential Criteria

  • An in-depth understanding of Service Management Frameworks principles and processes and experience of working in a Service Management / ITIL environment.
  • Experience of working collaboratively with Senior Heads of Departments and multi-disciplinary teams.
  • Experience of working in large, complex organisations.
  • Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
  • A track record of delivering significant change which improves business effectiveness in sustainable ways.
  • Ability and experience of engaging with senior management and stakeholders and leading the representation of your work.
  • Strong problem-solving abilities and analytical skills.
  • Experience in identifying service / product gaps and managing these continual service improvements, issues and risks to ensure stable and successful Operation of your Product/Service.
  • Either a strong technical background with a high level of technical knowledge and experience with workplace products and/or infrastructure services or a strong business background with an understanding of HMCTS users and the technology used.

Application process

The following areas of Success Profiles will be used to assess and score your application during the sift, and interview.

  • Experience – As demonstrated in your CV, statement of suitability, and application form
  • Behaviours – We will be using the 3 behaviours below.

Key Civil Service behaviours

You will be required to provide evidence of the following key behaviours at Level 3.

Managing a Quality Service

  • Develop, implement, maintain and review systems and services to ensure delivery of professional excellence.
  • Work with stakeholders to set priorities, objectives and timescales.
  • Successfully deliver high quality outcomes that meet the customers’ needs and gives value for money.
  • Identify risks and resolve issues efficiently.
  • Involve a diverse range of colleagues, stakeholders and delivery partners in developing suggestions for improvements.
  • Establish ways to find and respond to feedback from customers about the services provided.

Changing and Improving

  • Work with others to identify areas for improvement and simplify processes to use fewer resources.
  • Use technology where possible to increase efficiency.
  • Encourage ideas for change from a wide range of sources.
  • Clearly explain the reasons for change to colleagues and how to implement them, supporting individuals with different needs to adapt to change.
  • Encourage an environment where colleagues know that they can challenge decisions and issues safely.
  • Take managed risks by fully considering the varied impacts changes could have on the diverse range of end users.

Communicating and Influencing

  • Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact.
  • Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness.
  • Ensure communication has a clear purpose and takes into account people’s individual needs.
  • Share information as appropriate and check understanding.
  • Show positivity and enthusiasm towards work, encouraging others to do the same.
  • Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy


The national salary range is £36,049 - £41,095, London salary range is £41,747 - £47,591. Your salary will be dependent on your base location

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on UKor Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: