IT Operations Centre Analyst

The role

Key accountabilities

• Manage major IT incidents end to end, including triage, validation, coordination, and closure; serve as a 24/7x365 contact for escalated incidents.
• Arrange technical and management bridge calls and keep stakeholders informed using business communications and service alerts.
• Coordinate internal resolver teams and external suppliers to restore services with minimal business impact.
• Task resolver groups with root cause analysis and service improvements; draft review reports documenting lessons and remedial actions.

Skills

• Essential: communicate clearly and effectively with colleagues and stakeholders at all organisational levels.
• Essential: influence and negotiate with teams and stakeholders to achieve business outcomes.
• Essential: build and maintain strong working relationships with colleagues, customers, and key stakeholders.
• Desirable: strong analytical and problem-solving skills to assess complex information, make decisions, and implement solutions.

Knowledge and experience

• Essential: knowledge of working in an operational environment and experience in a 24/7x365 operational environment.
• Essential: experience managing multiple priorities and delivering quality outcomes to deadlines in a dynamic environment.
• Essential: collaborative team experience and ability to work independently and use own initiative.
• Desirable: knowledge of ITSM and incident-management tools such as Remedy or ServiceNow, or of IT incident, major incident, or service-management processes.
• Desirable: ITIL Foundation Certificate in IT Service Management.
• Desirable: experience making operational decisions and managing activities relating to contract performance.

Shift pattern

• Three shift patterns are listed: 7am–4:45pm, 12 noon–9:45pm, and 9:30pm–7:15am.
• Shifts are typically three to four days on followed by two to three days off; the role attracts an unsocial-hours allowance.

Pay and benefits

• Salary is £37,500–£40,000, depending on skills, knowledge, and experience.
• Benefits include a final salary pension, TfL network travel, eligible National Rail reimbursement, 30 days' annual leave plus public and bank holidays, and other travel, retail, health, and leisure offers.

Location and work pattern

• The role is listed at Pier Walk / Hybrid; TfL describes a hybrid approach where business and role requirements allow.

Employment and application information