Title: Senior Operational Support Analyst
Location: Pier Walk, North Greenwich/ Hybrid
Contract Type: Perm
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.
About The Team
Providing a host of data products and services, Data and Analytics drive better decision-making and improved customer services. Our data scientists, analytics and tools help customers in all kinds of ways - from improving their journeys and providing useful information, through to delivering refunds when things go wrong, and enhancing our operational services and planning.
Job Purpose
The Senior Op Support Analyst will be accountable for the provision of Level 2 [In depth Technical Support] (and where appropriate Level 3 [Expert Product and Service Support]) service for Data and Analytics (D&A) live services before they are transformed and transitioned to Technical Service Operations (TSO), addressing any incidents and problems that may arise, including major incidents of Severity 1 and 2. Furthermore, the role holder will be responsible for ensuring that all services are delivered to the agreed standards, quality and performance.
Key Accountabilities
- Accountable for executing support activities to enable fault resolution within the agreed SLAs to ensure the restoration of the services within the team’s portfolio
- Accountable for ensuring that assigned management of service desk tickets are resolved within agreed service level targets
- Accountable for developing and delivering recommendations to resolve critical defects and manage wider implications of system faults to ensure the restoration/improvement of the service
- Accountable for delivering incident and service request metrics, analysing problems and trends, and providing recommendations for improvement and pro-active resolution to achieve improvements in service efficiency
- Accountable for recommending service and process improvements to ensure effective handling and correction of defects in the TfL production environments
- Escalating service incidents to a higher severity when appropriate to ensure the on-going security and safety of TfL’s business operation and delivery of service within SLAs
- Accountable for creating and maintaining a detailed knowledge base to allow for timely resolution of incidents during periods of on call working out of standard business hours.
- Accountable to owning service impacting high priority issues assigned to them through to resolution. Liaising with other resolution groups (Internal, External and Vendor) to identify root cause of issues.
Knowledge
- Preferable: Bachelor’s or Master’s Degree in Technology or Computer Science, an equivalent technical qualification, and/or has equivalent substantial industry experience in Service Support/Service Delivery environment.
- ITIL V3 Service Management qualification and extensive knowledge of its practical implementation within large organisations.
- Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services
- Knowledge of relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act.
- Knowledge of Enterprise Resource Planning, Asset Management, Revenue Collection, Document Management and integration technologies/systems.
Skills
- Excellent oral and written communication skills at a business and technical level.
- Highly skilled at solving and communicating complex problems
- Proven experience of supporting Data Warehouse using SSIS
- Experience supporting SQL Server 2019
- Experience supporting Azure Data Factory, Data Lake, Event Hub and Databricks.
- Ability to understand and write T-SQL, Kusto, Python coding languages.
- Experience of supporting PowerBI, BOXI reports.
- Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience.
Experience
- Demonstrable experience of working in a complex multi site environment dealing with standard business applications and real time implementation systems.
- Proven track record of working within a development/IT operations environment.
- Well developed experience of issues and incident management and working within agreed SLAs.
- Experience working with teams using scrum methodologies.
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 optional maximum two-page covering letter.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.
Word format preferred and do not include any photographs or images The closing date for applications is 25/10/24 @ 23:59
Please note we may close the advert early if we receive a high volume of applicants.
Benefits
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
- 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
- 29 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
Organisation
Customers, Communication and Technology
Job
Technology Service Operations
Position Type
Full Time