Infrastructure and Operations Analyst

Norton Blake; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading company in IT services is hiring an IT Infrastructure and Operations Analyst for their London office. This role focuses on data-driven service improvements, requiring strong analytical skills and experience with tools like Zendesk and BigQuery. The position is contract-based for 3-6 months with a mid-senior level requirement.

Qualifications

• 4+ years’ experience in IT Operations or Service Management.
• Strong skills in data analysis and visualization.
• Experience with IT security tools like Azure Sentinel.

Responsibilities

• Analyze service and support request data across multiple systems.
• Develop insightful dashboards and reports.
• Create runbooks for common requests to drive consistency.

Skills

Data Analysis

Data Visualization

Automation

Service Management

Tools

Zendesk

BigQuery

Excel

Jira

Job description

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Finding Quality IT Talent for Permanent and Interim projects - WE ARE HIRING FOR OUR LONDON OFFICE

IT Infrastructure and Operations Analyst (Data-Focused) – Contract – outside IR35

Location: London Hybrid

3-6 month initially

We’re looking for a mid to senior level Infrastructure & Operations Analyst who can turn data into real service improvements across our technology landscape. The client is looking for someone who can analyse the current IT service request landscape, develop a structured service catalog and implement improvements through runbooks and automation.

The ideal candidate will have strong analytical skills and experience with data classification, Zendesk, and BigQuery.

Responsibilities include:

• Analyzing service and support request data across multiple systems (Zendesk, Jira, etc.)
• Designing and implementing classification frameworks to categorize service requests effectively
• Developing insightful dashboards and reports using Excel, Looker, or BigQuery
• Providing data-driven recommendations to improve service performance and resolution times
• Building and maintaining a robust IT service catalog aligned to business priorities
• Defining SLAs/OLAs and service definitions in partnership with Infrastructure, Ops, and Security teams
• Documenting data models, service processes, and service criticality levels

Process Improvement & Automation:

• Creating runbooks for common requests to drive consistency and efficiency
• Identifying automation and self-service opportunities to streamline delivery
• Supporting implementation of automation tools to reduce manual workload

Ideal candidate experience:

• 4+ years’ experience in IT Operations, Service Management, or similar
• Strong skills in data analysis and visualization (BigQuery, Excel, Looker)
• Experience working with Zendesk, Jira, and IT security tools (e.g., Azure Sentinel, OKTA, SentinelOne)
• Track record in service catalog creation, automation, and documentation

Please apply for more information.

Job details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology and Administrative
• Industries: IT Services and IT Consulting and Information Services