IT Operations Controller

IT Operations Controller – Manchester Digital

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

As an Associate IT Operations Controller you will 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.

This role is based either in Newcastle or Manchester – the locations of our physical command centre. It is a 24/7 shift role with a 20% shift allowance. You will 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).

• 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 (Windows, 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, supporting 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.

Within the User Experience Command Centre (UXCC) of IT Service Operations you will monitor infrastructure and applications across data centre and cloud environments (AWS and Azure) using enterprise‑grade tooling. You will follow event management processes, triage and categorise alerts, raise incidents, and provide initial diagnosis to minimise disruption. The role also involves 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, analysing patterns and trends, and identifying opportunities for simplification to increase efficiency.

You will join us in one of our digital hubs in Newcastle or Manchester.

We practice a hybrid model – you will spend some time working from home and some time collaborating face‑to‑face in a hub.

Pay: £38,772

Pension:
Civil service pension with employer contributions worth 28.97% (up to £11,241 per year).

Click APPLY for more information and to start your application.