IT Operations Controller

IT Operations Controller

Pay of £38,772, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work‑life balance.

Are you ready to be the first line of defence in protecting critical national digital services?

As an Associate IT Operations Controller, you'll join a 24/7 operations team responsible for monitoring systems and tooling that keep DWP's digital services stable, secure and available for millions of people across the UK.

You'll thrive in a fast‑paced operational environment, working with vendor partners, internal teams and technical specialists to detect IT issues early, respond quickly, and help prevent service disruption. If you're someone who loves problem‑solving, staying calm under pressure, and working collaboratively across technical teams, this could be the perfect next step in your IT operations career.

This role is based from either Newcastle or Manchester; the locations of our physical command centre.

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).

DWP. Digital with Purpose.

We are looking for an Associate IT Operations Controller to join our community of tech experts in DWP Digital.

We're using fresh ideas and leading‑edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people.

The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

• Experience working in a live IT operations environment, such as problem management, change management, incident management, monitoring, or event management.
• A background in first‑line command centre, service monitoring, or incident resolution teams.
• Practical knowledge of monitoring tools such as BMC and Dynatrace (or similar enterprise monitoring tools).
• Understanding of IT infrastructure technologies, such as networks, servers (Wintel, Unix, Linux), storage platforms and databases.

As our Associate IT Operations Controller you will act as the first line of defence in detecting IT service issues before they impact users.

You will support the protection of critical DWP services used by millions of people. You will help safeguard sensitive information and maintain system integrity across complex networks and digital platforms.

As part of the User Experience Command Centre (UXCC) within IT Service Operations, you'll be responsible for monitoring infrastructure and applications across data centre and cloud environments (AWS and Azure) using enterprise‑grade tooling. You'll follow event management processes, triaging and categorising alerts, raising incidents, and providing initial diagnosis to minimise disruption. This role will also involve collaborating with internal teams, external suppliers and 2nd/3rd‑line technical SMEs to drive timely resolution of issues.

Key responsibilities include supporting batch monitoring, vulnerability management and operational security activities as you help drive improvements in performance, processes and user experience. On a regular basis you'll be analysing patterns and trends, identifying opportunities for simplification with the aim of increasing efficiency.

This is a role where your actions have real impact on service stability, customer experience and the resilience of DWP's key national systems.

You'll join us in one of our brilliant digital hubs in Newcastle or Manchester, whichever is most convenient for you.

We work a hybrid model - you'll spend some time working at home and some time collaborating face‑to‑face in a hub.

We offer pay of £38,772 per annum.

You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £11,241 per year.

A generous leave package starting at 24 days and rising to 26 days after one year.

You…