Senior Operational Support Analyst

Role overview

Key accountabilities

• Resolve incidents and faults within agreed SLAs, own high-priority issues through resolution, and coordinate internal, external, and vendor support teams.
• Drive continuous service improvement and prevent, correct, and effectively handle production defects.
• Report incident and service-request metrics, analyze trends, and recommend proactive improvements to service efficiency.
• Escalate incidents when necessary to protect business operations and service delivery.
• Maintain a knowledge base for timely incident resolution, including out-of-hours on-call work.
• Support transition activities and ensure newly deployed services operate effectively; facilitate handovers into production.
• Train and coach colleagues and work with stakeholders and suppliers to maintain service performance and SLA compliance.

Skills and experience

• Excellent oral and written communication at business and technical levels; strong complex problem-solving ability.
• Proven experience supporting SQL Data Warehouse using SSIS.
• Experience supporting Azure Data Factory, Data Lake, Event Hub, and Databricks.
• Ability to understand and write T-SQL, Kusto, and Python code.
• Experience supporting Power BI and Business Objects reports.
• Experience with project transition activities using SCRUM methodologies.
• Experience in complex multi-site environments, development or IT operations, and incident management within agreed SLAs.
• Bachelor’s or Master’s degree in Technology or Computer Science.

Location and working arrangement

• The role is listed as London (Pier Walk) with hybrid working.
• Hybrid arrangements are described as 50 percent office and home time over a four-week period and may change with business requirements.

Salary and contract

• Salary is stated as circa £62K plus TfL benefits; the pay cadence is not specified.
• The contract is permanent.

Eligibility

• Candidates must demonstrate their right to work in the UK; the employer states that it cannot currently offer visa sponsorship.