Job Description - Operations Centre Analyst (047598)
Organisation
Organisation - Customers, Communication and Technology
Job
Job - Technology Service Operations
Position Type - Full Time
Job Title: Operations Centre Analyst
Contract Type: Perm
Location: North Greenwich, Pier Walk
Base Salary: Circa£38,000 (dependant on skills & experience) + 18.5% of unsocial hours allowance
+ benefits
Hybrid working within this role enables work from home on afternoon and night shift and all shifts over bank holidays and weekends. Hybrid working arrangements can evolve subject to business requirements.
This is a 24/7x365 shift based team, 35 working hours per week over four shifts.
Overview of role
This is an exciting opportunity for a skilled and motivated professional to join the dynamic and fast paced TfL Operations Centre team, who are responsible for the speedy resolution of all IT related Major Incidents across the TfL estate.
The TfL Operations Centre support a wide range of critical services with a user base of over 30,000.
Full training, followed by shadowing, will be provided for successful applicants.
Key Accountabilities
• Managing Major IT Incidents end to end including the initial triage, validation, and incident closure.
• Providing a single point of contact for all escalated incidents 24/7x365 and to manage them to resolution.
• Arranging relevant technical and management bridges as required.
• Ensuring all stakeholders are kept informed via business communications or estate-wide/targeted service alerts.
• Active management of internal resolver teams and external suppliers to ensure service is restored as quickly as possible with minimal business impact.
• Tasking resolver groups to carry out root cause analysis and any service improvement activities identified during the lifecycle of the incident.
• Responsible for drafting Major Incident Review reports as part of the incident lifecycle this includes issues identified and identifying remedial actions to prevent reoccurrence.
Skills
• Ability to communicate clearly and effectively at all levels of the business. (Essential)
• Proven ability to influence and negotiate with other teams to achieve maximum benefits for the business. (Essential)
• Strong customer skills including managing conflict and resolving complaints. (Essential)
• Ability to build strong working relationships with colleagues and key stakeholders. (Desirable)
• Strong analytical skills with the ability to analyse complex data and make informed decisions to implement solutions. (Desirable)
Knowledge
• Demonstrable knowledge of working within an operational environment. (Essential)
• Knowledge of incident management tools i.e. Remedy or ServiceNow. (Desirable)
• ITIL Foundation Certificate in IT Service Management. (Desirable)
Experience
• Experience of working within an environment operating a 24/7x365 shift pattern. (Desirable)
• Experience of operating in a dynamic working environment, handling multiple tasks and delivering high quality solutions to pre-defined deadlines. (Essential)
• Experience of both working in and contributing to a team-based environment in as well as demonstrating the ability to work on their own initiative. (Essential)
• Experience of taking responsibility for making operational decisions in relation to contract performance management. (Desirable)
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Application Process
Please apply using your CV AND two-page covering letter. PDF format preferred and do not include any photographs or images
The closing date for applications isFriday 16th :59
Benefits Include:
• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel