Major Incident Manager

Location: National*

Closing Date: 24^th July 2026

Interviews: w/c 10^th August 2026

Grade: SEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary**: National: £42,914 - £46,182: London: £49,325 - £53,081

Working pattern: Full-time

Contract Type: Permanent

Number of vacancies: 3

Vacancy number: 19825

*We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

Please note that unless you are an existing member of staff at Justice Digital, Data and Science, the only London location being recruited to is 10 South Colonnade, E14 4PU. We are no longer recruiting to 102 Petty France, SW1H 9AJ.

The Role

Please note this role requires you to pass Security Check clearance. Please click on the link for details.

This role aligns against Major Incident Manager from the Government Digital and Data Framework.

We’re recruiting for a Major Incident Manager (x3) here at Justice Digital, Data and Science to be part of our warm and collaborative Digital &Technology Operations team.

The Digital & Technology Support team is part of the Technology directorate. It is a team made up of four functions: Specialist, Application, Onsite and Remote.

As a Major Incident Manager, you will contribute to the improvement, enhancement and delivery of a high performing Major Incident Management service consistently delivered across the MoJ Estate. This includes diverse portfolios such as MoJ HQ, LAA, HMPPS, HMCTS.

Essential to your success will be the ability to build and maintain effective relationships with internal and external suppliers, MoJ stakeholders and business users. You will be responsible for the control of High Priority and Major Incidents to resolution. These responsibilities are shared across the team on a rotational basis to ensure equitable coverage.

As part of the Major Incident Manager team, the successful candidate will participate in an out of hours standby rota, providing out-of-hours cover on a rotational basis.

An on-call allowance is payable for periods of standby and in addition, where the postholder is required to respond to a major incident whilst on standby, any qualifying hours worked may be claimed as overtime in line with departmental policy.

Due to the operational requirements of the role, including shift patterns, standby duties and on-call responsibilities, this vacancy is available on a full-time basis only (37 hours per week, shifts rotated daily with early (7am-3pm), mid (9-5) or late (11-7).

Benefits

You’ll receive a range of excellent benefits when you join our department, including:

• A generous employer pension contribution of 28.97% through the Civil Service Pension Scheme.
• 25 days of annual leave, (increasing to 30 days once you have reached 5 years of service), plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working arrangements including hybrid working, working part time or compressed hours. Designed to support a positive work–life balance.
• Employees are allocated 10% of their working time for personal and professional development.
• A £1k per person learning budget is in place to support all our people, with access to best-in-class conferences and seminars, accreditation with professional bodies, fully funded vocational programmes and e-learning platforms.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!

You can find more details of the Benefits we offer here. To help picture your life at MoJ Justice Digital, Data and Science please take a look at our blog.

Key Responsibilities:

• Operate and maintain the incident management process, procedures and policies.

• You will be responsible for the control and management of IT High Priority and IT Major Incidents to resolution.

• Manage the service components to ensure they meet the business needs and performance targets.
• Drive the resolution of major issues by internal and external suppliers via workaround or permanent fix. Forming collaborative action plans with specific actions, owners and deadlines, ensuring these are completed.
• Send communications providing details of a high priority to agreed receivers, in an agreed time frame as detailed in the MoJ process and procedure.
• Ability to prioritise multiple high-priority incident issues at any given time without sacrificing users experience of MoJ IT Services.
• Complete the Major Incident Review (MIR) process for all high-priority incidents and major incidents. Ensuring the MIR is complete and documented, identifying lessons learnt and actions that need to be complete to ensure the incident does not reoccur.
• In the event a high-priority incident is resolved via a workaround, you will engage with the Problem team for the root cause to be identified and resolved where possible.

• Build effective relationships with internal and external suppliers, business representatives, Service/Product owners and ITSM colleagues to be able to triage a high impacting incident, to ensure the right people are engaged at the right time through to resolution.
• Represents the team on all Change Advisory Boards, Major Change walk through, and support Early Live Support (ELS) where necessary.

• Confidently identify and gather data that will enable the creation of reports that provides intelligent information for Management Information (MI), reoccurring incident, identification of underlying/unidentified issues that can be proactively managed and support the reduction of IT Incidents by identify preventative measures.
• Responsible for identifying, implementing and supporting continual service improvements and can deliver best practice against Incident Management workflows in the form of knowledge articles or work instructions.

• Identifying and raising risks with the relevant supporting data ensuring they are logged and owners are assigned.

• Continuity management - Manages the runbooks for service continuity. This includes managing the processes around service continuity and testing the runbooks to ensure that service availability can be maintained in any event.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

Incident Management

Demonstrates the ability to effectively manage and resolve incidents independently or by collaborating with internal teams and suppliers, supporting workarounds and/or corrective actions, and ensuring timely communication with stakeholders and end-users.

Service Management Framework Knowledge

Has an in-depth understanding of Service Management Framework principles broadly but also specifically around Incident, Problem and Change Management, and processes and the ability to apply the technical knowledge in project or programme activities.

Ownership and Initiative

Takes full responsibility for tasks and projects, ensuring they are completed on time and to a high standard. Shows initiative by identifying areas for improvement and implementing solutions without being prompted. Actively seeks out new challenges and opportunities for growth

Technical Understanding

Possesses a strong technical background and is aware of the technologies used within the business. Applies technical knowledge to solve complex problems and improve system performance. Continuously seeks to expand technical skills through training and hands-on experience.

Continual Service Improvement

Able to analyse current processes, identify and implement opportunities to optimise processes, and leads and develops a team of experts to deliver service improvements. Helps to evaluate and establish requirements for the implementation of changes by setting policy and standards.

User Focus

Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.

Willingness to be assessed against the requirements for SC clearance.

We welcome the unique contribution diverse applicants bring and do not discriminate based on culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace.

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 and the Civil Service D&I Strategy.

Salary Information**

Base salary for this role is from National: £42,914 - £46,182: London £49,325 - £53,081

• New entrants to the Civil Service joining the MoJ are expected to start at the minimum of the pay band.
• Existing Civil Servants moving on a level transfer will retain their current base salary or move to the minimum of the pay band for the role, whichever is higher.
• Existing Civil Servants who are promoted will either move to the bottom of the new grade’s pay band or receive a 10% uplift, whichever provides the greater increase.

How to Apply

In Justice Digital, Data and Science, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We shall assess a combination of your Experience and Technical skills during the assessment process.

Stage 1 - Application and sift:

To apply for this position, you must submit the following as part of your application

• A CV detailing your career history (including any relevant qualifications). Your CV will be assessed against the essential criteria outlined within the Person Specification of this advert.
• A Personal Statement (no more than 750 words) which should outline your experience and skills, giving clear examples of work undertaken. It should specifically address the following 3 criteria listed below, using a separate paragraph for each.

Incident Management

Demonstrates the ability to effectively manage and resolve incidents independently or by collaborating with internal teams and suppliers, supporting workarounds and/or corrective actions, and ensuring timely communication with stakeholders and end-users:

Ownership and Initiative

Takes full responsibility for tasks and projects, ensuring they are completed on time and to a high standard. Shows initiative by identifying areas for improvement and implementing solutions without being prompted. Actively seeks out new challenges and opportunities for growth

User Focus

Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.

A diverse sift panel will review the information in your CV and Personal Statement to assess the sift criteria specified above. We operate an anonymous shortlisting process. Please ensure your CV and Personal Statement do not include your name or any other identifying details.

Should we receive a high volume of applications, a pre-sift based on Demonstrates the ability to effectively manage and resolve incidents independently or by collaborating with internal teams and suppliers, supporting workarounds and/or corrective actions, and ensuring timely communication with stakeholders and end-users. will be conducted before the sift.

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who meet the required standard will then be invited to a panel interview held via Microsoft Teams. At interview stage, you will be assessed against the following Success Profile elements -the Experience and Technical skills listed in the person specification above.

Appointments are made strictly in merit order. If two or more candidates receive identical interview scores, the Technical (Incident Management) criteria will be applied as the primary lead criterion to determine the final merit order

Should you be unsuccessful in the role that you have applied for but demonstrate the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and offer you the position without needing a further application.

A reserve list may be held for up to 12 months, from which further appointments may be made.

Use of 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 for more information on appropriate and inappropriate use.

Terms & Conditions

Please review our Terms and Conditions which set out how we recruit and provide further information related to the role and salary arrangements.

If you have any questions, please feel free to contact digitalanddatarecruitment@justice.gov.uk