Job Specifications
Location: Croydon | Manchester
Salary: £50,182 (Croydon) | £46062 (Manchester) plus skills allowance of up to £8,300
Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours, for which you will be paid an additional allowance.
Advert close: Tuesday 24th March 2026
Home Office Digital designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.
As a Senior Incident Manager within Enterprise Services IT Operations, you will play a key role in the provision of service at the Home Office, supporting vital national infrastructure.
You will lead and drive IT Operations support activities, a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.
You will contribute to setting strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support.
You will also get the opportunity to build your knowledge about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.
Job description
As a Senior Incident Manager your main day to day responsibilities will be:
Leading and managing incidents across all priority levels, with a focus on major incidents—ensuring timely communications, status updates, and adherence to emergency change protocols.
Providing escalation support for the Service Desk and Incident Management team, including participation in the out-of-hours on-call rota.
Conducting Post Incident Reviews, ensuring documentation is completed promptly and lessons learned are embedded into practice.
Championing service improvement, supporting onboarding of new services, upskilling the team, and implementing enhancements to incident processes and IT support models.
Collaborating across functions, working closely with Problem and Change Management to support root cause analysis and change handling.
Supporting team development through coaching, mentoring, and career growth initiatives within the IT Operations community.
Maintaining operational excellence by producing incident reports, managing knowledge assets, and exploring emerging technologies to improve service delivery.
Essential skills criteria
As a Senior Incident Manager, you’ll have a demonstrable passion for IT support, with the following skills or strong experience:
Experience of working within Major Incident Management or equivalent role at a large organisation, with proven command and control skills
Experience of leading large incident conference calls with proven stakeholder management skills
Strong communication and interpersonal skills, with a proven ability to issue incident communications effectively and professionally
Ability to lead incidents, work as part of a team, or alone, effectively managing major incidents to resolution, including carrying out supplier and customer escalations where required
Demonstrates excellent analytical and problem‑solving skills to proactively identify issues and emerging trends, taking appropriate action to drive continuous improvement
Why work for us...
Find out more information at: benefits - Home Office careers, but some of the primary ones are:
A civil service pension with employer contribution rates of at least 28.97%.
In-year reward scheme for one-off or sustained exceptional personal or team achievements.
The ability to potentially adopt flexible working options that suit your work/life balance, plus the opportunity in future to take a career break.
25 days annual leave on appointment, rising with service.
Eight days public holidays, plus one additional privilege day.
26 weeks maternity, adoption or shared parental leave at full pay, followed by 13 weeks statutory pay and a further 13 weeks’ unpaid, after qualifying service.
Please click on apply to be redirected to our application portal and the full job advert
About the Company
At the Home Office, we help to ensure that the country is safe and secure. We’ve been looking after UK citizens since 1782.
We are responsible for:
- working on the problems caused by illegal drug use
- shaping the alcohol strategy, policy and licensing conditions
- keeping the United Kingdom safe from the threat of terrorism
- reducing and preventing crime, and ensuring people feel safe in their homes and communities
- securing the UK border and controlling immigration
- considering applications to enter and stay in the U...
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