This role may be located in one of the following locations; Manchester and Newcastle.

Please find further information on the Corporate hub locations here.

Please note that for candidates requesting to work in Newcastle, this role will be based at Benton Park View from September 2025, and then at 1 Pilgrim Place in Newcastle city centre by the end of 2027.

Job Summary

Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.

Have you worked in live technical operations, ensuring critical systems stay up and running?

Do you have hands on experience supporting a first line command centre or technical incident response team?

As an IT Operations Analyst, you will work in a team which monitor systems and enterprise tooling consoles to identify and respond to IT alerts. In this role you will be the first line of defence in detecting IT service issues before users are impacted.

You will also help preserve business integrity and prevent unauthorised disclosure of sensitive information handled by electronic communication systems. Whilst working predominately 24/7 shifts, IT Operations Analysts work with supplier and vendor partners to provide seamless monitoring and delivery resolution. You will follow and support improvements in the Event Management process, whilst providing administrative support to your manager and alert support staff.

Important: This is a 24/7 shift role with a 20% shift allowance. You’ll be required to work 14 shifts every 28 days/nights on a 12‑hour rota, rotating between days (07:00–19:00) and nights (19:00–07:00).

If this sounds like you, apply today!

Job Description

As an Associate IT Operations Controller, you will work in a team who monitor systems and enterprise tooling consoles to identify and respond to IT alerts.

You will be the first line of defence in detecting IT service issues before users are impacted. You will also help preserve business integrity and prevent unauthorised disclosure of sensitive information handled by electronic communication systems, whilst working predominately 24/7 shifts.

IT Operations Controllers work with supplier and vendor partners to provide seamless monitoring and delivery resolution. You will follow and support improvements in the Event Management process, whilst providing administrative support to your manager and alert support staff.
Ensuring protection of operational services by applying tools, techniques and processes to track, log and manage information related to IT Events.
As first line event management; you’ll follow agreed procedures to identify, register, triage and categorise event raising incidents across network infrastructure. Provide basic first line fault diagnosis and resolution, coordinating and liaising with internal and external teams to minimise service impacting issues.
You will work in a team who monitor Infrastructure and Applications across both traditional Datacentre and Cloud (AWS and Azure) Environments using a range of monitoring tooling such as BMC and Dynatrace.
You’ll deliver a consistently high standard of customer service to internal and external stakeholders.
Work with others to identify areas for improvement and simplify processes. Use technology where possible to increase efficiency. Initiate improvement plans to analyse patterns and trends to drive improvements in systems and user experience.
Performs batch monitoring and management, coordinating with Application Support areas to ensure no impacts to online day. Investigate breaches of security and recommends appropriate control improvements. Defines vulnerability management & penetration testing requirements.
You’ll understand technical issues, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs.
Support fellow shift team members in first line fault diagnosis and resolution, support major incident management team and process, coordinating and liaising with internal and external teams to minimise service impacting.
You’ll utilise service reports to monitor and measure service performance of operational services. Identify Continual Service Improvement opportunities to improve user experience.
This is a 24/7 shift role with a 20% shift allowance. You’ll be required to work 14 shifts every 28 days/nights on a 12‑hour rota, rotating between days (07:00–19:00) and nights (19:00–07:00).

As an Associate IT Operations Controller, you will work in a team who monitor systems and enterprise tooling consoles to identify and respond to IT alerts.

You will be the first line of defence in detecting IT service issues before users are impacted. You will also help preserve business integrity and prevent unauthorised disclosure of sensitive information handled by electronic communication systems, whilst working predominately 24/7 shifts.

IT Operations Controllers work with supplier and vendor partners to provide seamless monitoring and delivery resolution. You will follow and support improvements in the Event Management process, whilst providing administrative support to your manager and alert support staff.
Ensuring protection of operational services by applying tools, techniques and processes to track, log and manage information related to IT Events.
As first line event management; you’ll follow agreed procedures to identify, register, triage and categorise event raising incidents across network infrastructure. Provide basic first line fault diagnosis and resolution, coordinating and liaising with internal and external teams to minimise service impacting issues.
You will work in a team who monitor Infrastructure and Applications across both traditional Datacentre and Cloud (AWS and Azure) Environments using a range of monitoring tooling such as BMC and Dynatrace.
You’ll deliver a consistently high standard of customer service to internal and external stakeholders.
Work with others to identify areas for improvement and simplify processes. Use technology where possible to increase efficiency. Initiate improvement plans to analyse patterns and trends to drive improvements in systems and user experience.
Performs batch monitoring and management, coordinating with Application Support areas to ensure no impacts to online day. Investigate breaches of security and recommends appropriate control improvements. Defines vulnerability management & penetration testing requirements.
You’ll understand technical issues, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs.
Support fellow shift team members in first line fault diagnosis and resolution, support major incident management team and process, coordinating and liaising with internal and external teams to minimise service impacting.
You’ll utilise service reports to monitor and measure service performance of operational services. Identify Continual Service Improvement opportunities to improve user experience.
This is a 24/7 shift role with a 20% shift allowance. You’ll be required to work 14 shifts every 28 days/nights on a 12‑hour rota, rotating between days (07:00–19:00) and nights (19:00–07:00).

Person specification

When Giving Details In Your Employment History And Personal Statement You Should Highlight Your Experience In Line With Essential Criteria Below

Significant knowledge and background of working in live operations areas including Problem/Change/Incident Management experience/ Monitoring and Event Management experience.
Proven track record of working within a first line command centre team or incident resolution teams.
Demonstrable knowledge of key monitoring tools such as BMC, Dynatrace.
Demonstrable knowledge of IT Infrastructure e.g. Networks, Servers (Wintel, Unix, Linux), Storage, Databases.

If you would like to learn more about the role, please contact Mark.Harbottle@dwp.gov.uk.

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We also have a broad benefits package built around your work-life balance which includes:

Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Hybrid Working

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

Salary Information

Salary for this role is £38,772-39,621

New entrants to the Civil Service will join on band minimum.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion will move to the bottom of the grade pay scale or receive a 10% increase in salary, whichever is greater.

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Stage 1: Application

Your Application Will Consist Of Three Parts

A Personal Details application form.
Employment history - this should contain your work experience and any skills, qualifications and accomplishments relevant to the jobs you have completed based on the essential criteria.
Personal statement - up to 500 words. This statement should be used to provide examples of how you meet the essential criteria listed in the Person specification.

Ensure that all examples provided in your statement are taken directly from your own experience and that you describe the examples in your own words. If you choose to use gen-AI to support your statement, you must follow the guidelines outlined in the Artificial intelligence and recruitment guide.

The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria.

You will be provided with one combined overall assessment score for both your CV and Personal Statement.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Important Information

You will be asked to complete your employment history. Any information that you would customarily share on a CV should therefore be entered onto the application form.
Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
If your employment history/personal statement contains any personal details your application will be withdrawn.

Stage 2: Interview

If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the experiences listed in the Person Specification.

Interviews will take place from mid February 2026. Sift and Interview dates to be confirmed.

Further Information

Find out more about Working for DWP

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

A reserve list may be held for a period of 6 months from which further appointments can be made.

All successful candidates and those placed on reserve will be posted in merit list order by location.

For these vacancies, we strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed.

Security Clearance Requirement

You must meet the security requirements before you can be appointed. The level of security needed is security check.

Applicants for this post must have lived in the UK for 5 years or more during their lifetime for DWP to accept National Security Vetting applications at the Security Check (SC) level. Requests to apply for SC will always be supported where people have lived in the UK for the last 5 years but will be subject to a pre-assessment if they have lived outside the UK during this period.

For further information on National Security Vetting please visit the Demystifying Vetting website.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DigitalRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” 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.

For further information on reasonable adjustments, terms and conditions and how we recruit visit the How we recruit page.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) 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 (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact

Name : Mark Harbottle
Email : Mark.Harbottle@dwp.gov.uk

Recruitment team

Email : DigitalRecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission Recruitment Principles. If you wish to make a complaint, please find further details here: https://careers.dwp.gov.uk/how-we-recruit/.

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Associate IT Operations Controller