About us

Revenue & Customs Digital Technology Services (RCDTS) was set up in 2015 as a subsidiary of
HMRC’s Chief Digital & Information Officer Group and has one of the largest customer bases in the
world. This is an exciting time for our organisation as we embark on a bold plan to make HMRC one
of the most digitally advanced tax authorities in the world.

RCDTS comprises a team of technology experts working on essential IT projects: tackling tax non-
compliance through creating a single case management platform for HMRC, and developing the
technology that supports the collection of revenue through borders and trade with other countries.

The Case Management Delivery Group develops innovative solutions to improve resilience and
performance of its services and to enhance user experience. Its focus is on collaboration with other
internal technology teams, HMRC departments and external suppliers to deliver value for money.

We design, build and run services that are based primarily on Documentum and Pega technologies,
however, these have recently been augmented by other tools, including Java and AngularJS. We are
embracing Open Source and Cloud technologies to help us support HMRC’s drive to Make Tax
Digital.

To accomplish this we employ experienced subject matter experts in both the technology and the
business streams who work together with a wide range of IT functional experts as an agile, flexible
team.

We have three strategic locations; London, Newcastle and Telford.

Employee Benefits

Revenue & Customs Digital Technology Services offers a wide range of Employee Benefits
comprising:

 Corporate Group Income Protection Pension - Defined Contributions Scheme

 Leave entitlement - 22 days on joining, rising to 25 days after 1 year and 27 days after 10
years’ service
 Corporate life assurance (x 4 salary)
 Voluntary travel insurance
 Voluntary personal accident cover
 Healthcare Cash Plan
 Childcare vouchers
 Group Income Protection
 Cycle to work scheme
 Non-contractual bonus scheme
 Interest free season ticket loan
Vacancy information sheet
Directorate DTO Case Management Delivery Group
Job Title RCDTS Senior Systems Engineer
RCDTS Grade E
Vacancy reference(s) CM164
Number of vacancies 1
Location Newcastle
Brief description of the role Summary of the role:
(max 500 words)
The Senior Operations Engineer role requires expansive knowledge of the
applications delivered by the Case Management Delivery Group. They will
have an understanding of the entire Case Management technology stack from
the infrastructure, software, hardware and interfacing systems as well as the
operational and event management tooling that are required to support the
services.

The role also involves aspects of production virtual server provisioning and
server re-configuration at a top level and an understanding of how to manage
services in the cloud. Experience of open source technologies such as Puppet,
GiTLab and ELK, and expertise with monitoring solutions are also
requirements of the role.

Data analytics and trend analysis is an important aspect of the role, where
tooling will be leveraged to prevent operational problems occurring before
they impact the end user. The role will involve the pro-active monitoring and
preventive action both on premise, in the Cloud and/or a mixture of both.

The vision is for the supported systems to self-heal where possible through
the innovation and automation developed by the Senior Systems Engineers
and it is their responsibility to lead the team in designing and delivering
innovative solutions to operational challenges.

Training will be provided to the right candidate where the desirable skills are
not fully met.

Responsibilities:
• Taking the lead technical role in delivering high quality innovation to the
operations of the CMDG live services
• Leads investigations to alerts generated by the systems and operational
tooling, batch processing and supporting platform teams in resolving
complex issues
• Undertaking Technical service improvements, system monitoring and
tooling support alongside providing data analytics and reporting on
system performance and business usage
• Implementing releases into production and supporting operational testing
with the platform delivery teams are key components of the role – as is
the requirement to be on a 24 x 7 on-call rota.
• Ensuring that system access and security are not compromised
• Ensuring that systems are maintained in line with the technical service
roadmap
• Training and mentoring of colleagues both in the Central Live Services
team and within the Platform Teams in sharing technical and business
knowledge
• Acting as the main technical point of contact for Service Managers when
technical expertise or guidance is needed
Other information Essential Knowledge, Criteria and Skills
• Significant experience in an operational/technical service environment
support role
• Experience with managing all tiers of the technology stack supporting
application platforms.
• Experience of managing applications in a live environment
• Experience of scheduling tools such as Job Scheduler
• Experience in monitoring tools such as Zabbix
• Able to handle complex tasks, demonstrating skills in leading to
resolution.
• Knowledge of database, middleware, operating systems and application
environments. With an understanding of ITIL processes.
• Innovative and proactive planner with strong proactive approach to
problem solving.
• Excellent written and verbal communication and the ability to
communicate the right level of technical information based on the
audience.
• Proactive, result oriented and resilient with an ability to work under
pressure to tight deadlines and juggle multiple priorities
• Experience of being on-call on a 24x7 rota

Desirable Knowledge, Criteria and Skills

• Experience in running services in the cloud (public or private)
• Knowledge of Virtualisation Machines/Cloud
• Unix experience (navigation/scripting)
• Systems Administration
• Java
• Pega and/or Documentum
• Exposure to Oracle, SQLServer and OpenSource databases
• Understanding of Agile deliveries, collaborative tooling and techniques
(Jira/Kanban)
• ITIL OSA (Operation Support and Analysis) Certification
• ITIL CSI (Continual Service Improvement) Certification
Educated or studying towards a degree or equivalent standard
Employment Terms RCDTS Permanent role
Role Location Newcastle
Occasional travel to various client sites will be required as part of this role.
Working Pattern Full Time
Equivalent SFIA level Level 4
Application Process Applications should be made by submitting a CV to the CDIO Recruitment
Team mailbox.digitalrecruitment@hmrc.gsi.gov.uk

CVs should clearly demonstrate how the candidate meets the essential
criteria and qualifications stated above.

Sift Process
Applicants will be sifted based upon contents of the CV providing evidence of
the essential criteria.

Interview panels for all roles may take place in Telford. This will be confirmed
at point of scheduling.

Hiring Manager : Chris Haycock

Principal Contact: Jacqui Dougan