Connecting to LinkedIn...

Operations Centre Analyst

Job Title: Operations Centre Analyst
Contract Type: Permanent
Location: London
Start Date: ASAP
Reference: 029361
Job Published: February 19, 2019 19:56

Job Description

Operations Centre Analyst 029361
Organisation - Customers, Communication and Technology
Job - Technology Service Operations
Position Type - Full Time
Salary: Circa £32,000 (+anti-social hours allowance) depending on experience 
Location: North Greenwich 

Overview of role 
This is an exciting opportunity for a skilled and highly motivated IT professional to join the dynamic and fast paced Operations Centre team responsible for the speedy resolution of all IT based major incidents across the entire TfL estate. Supporting a user base of circa thirty thousand, 24/7x365 the analyst will also be responsible for supporting TfL’s contactless payment technologies at 270 stations and managing any escalations made to the service desk. 

Key Accountabilities


To manage all major incidents end to end; including the initial triage, validation and incident closure.
Issuing regular communications during the life cycle of all major incidents.
To arrange relevant technical and management bridges as required, ensure all stakeholders are kept informed via business communications or estate wide/targeted service alerts.
Active management of internal resolving teams and external suppliers to ensure service is restored as quickly as possible with minimal business impact.
Task resolver groups to carry out root cause analysis and any service improvement activities identified during the lifecycle of the incident.
To provide a single point of contact for all escalated incidents 24/7x365 and to manage them to resolution.
Responsible for identifying and applying planned and unplanned service disruption settings across the revenue collection system.

Skills, Knowledge & Experience 


Able to clearly communicate effectively at all levels of the business (Essential)
Proven ability to influence and negotiate with other teams to achieve maximum benefits for the team and 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 (Essential)


ITIL Foundation Certificate in IT Service Management (Essential)
Demonstrable knowledge in operating within an IT service desk and managing incidents using ITSM tools such as Remedy (Essential)
Good understanding of TfL’s business and technical functions, including services provided and the impact to customers when services are not available (Desirable)
A professional IT qualification (i.e. Microsoft MSE or Cisco CCNA) or corresponding professional experience (Desirable)


Extensive experience of working within a service desk/major incident management team operating a 24/7x365 shift pattern managing complex IT technical services (Essential)
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 and Diversity 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status. 

Application Process 

Please apply using your CV and a two page covering letter. 

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. 

The closing date for applications is 25 February 2019 @ 23:59 

Additional Information 

Please note that the successful applicant will be required to work 8 hour shifts within a 24/7 shift pattern which includes some over-night shifts. 


In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

Final salary pension scheme
Free travel for you on the TfL network
A 75% discount on National Rail Season Ticket and interest free loan
30 days annual leave plus public and bank holidays
Private healthcare discounted scheme (optional)
Tax-efficient childcare payments
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel