IT Operations Centre Analyst

Transport for London; Greater London; Hybrid; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Unsocial hours allowance

Free travel on TfL services

Generous pension scheme

30 days annual leave

Hybrid working

Private healthcare discount

Retail, health, leisure and travel折

Job summary

Transport for London is seeking a Incident Coordination professional to lead major IT incident responses from the TfL Operations Centre. You’ll work across the entire TfL technology estate, coordinating with technical teams and stakeholders to resolve incidents quickly and minimise disruption.

Role operates 24/7 with 3 shift patterns and a hybrid working model. In addition to a comprehensive benefits package, you’ll receive free TfL travel, a generous pension, 30 days leave and strong job

Qualifications

• Knowledge of ITSM and incident management tools such as Remedy or ServiceNow.
• Experience in operating within a 24/7x365 operational environment.
• Ability to coordinate and manage major IT incidents end-to-end with stakeholders.
• ITIL Foundation concepts and best practices are desirable.

Responsibilities

• Managing Major IT Incidents end-to-end, including triage, validation and closure.
• Act as a single point of contact for escalated incidents 24/7x365.
• Arrange technical and management bridge calls as required.
• Keep stakeholders informed through service alerts and communications.
• Coordinate internal resolver teams and external suppliers for rapid restoration.
• Direct root cause analysis and service improvement actions during lifecycle.
• Draft Major Incident Review reports documenting issues and lessons learned.

Skills

Clear communication

Influence & negotiation

Relationship building

Analytical thinking

Education

ITIL Foundation

Tools

Remedy

ServiceNow

Job description

Select how often (in days) to receive an alert:

Salary: £37,500 - £40,000 (depending on skills, knowledge and experience)

Contract type: Permanent

Location: Pier Walk / Hybrid

This role is not eligible for UK Sponsorship

The role

The TfL Operations Centre is responsible for the rapid management and resolution of IT Major Incidents across the entire TfL technology estate, helping to keep London's transport network moving safely and reliably.

Operating 24 hours a day, 365 days a year, the team supports a wide range of business-critical services used by around 30,000 colleagues across the London Underground, bus, tram, taxi and private hire networks, the Woolwich Ferry, and the IFS Cloud Cable Car.

In this role, you'll play a key part in coordinating the response to high-priority incidents, working with technical teams and stakeholders to minimise disruption and restore service as quickly as possible.

The 3 Shifts patterns are: 7am- 4.45pm, 12noon – 9.45pm and 9.30pm – 7.15am, and are typically 3-4 days on, then 2-3 days off.

The position attracts an unsocial hours allowance and offers a comprehensive benefits package, including free travel on TfL services, a generous pension scheme, 30 days' annual leave, and excellent job security.

Key Accountabilities

• Managing Major IT Incidents end-to-end, including initial triage, validation, coordination and incident closure.
• Providing a single point of contact for all escalated incidents on a 24/7x365 basis and managing them through to resolution.
• Arranging relevant technical and management bridge calls as required.
• Ensuring all stakeholders are kept informed through business communications and estate-wide or targeted service alerts.
• Actively managing internal resolver teams and external suppliers to ensure services are restored as quickly as possible and with minimal business impact.
• Tasking resolver groups to undertake root cause analysis and implement service improvement activities identified during the incident lifecycle.
• Drafting Major Incident Review (MIR) reports as part of the incident lifecycle, including documenting issues identified, lessons learned and remedial actions to prevent recurrence.

Skills

• Ability to communicate clearly and effectively with colleagues and stakeholders at all levels of the organisation. (Essential)
• Proven ability to influence and negotiate with teams and stakeholders to achieve the best outcomes for the business. (Essential)
• Ability to build and maintain strong working relationships with colleagues, customers and key stakeholders. (Essential)
• Strong analytical and problem-solving skills, with the ability to assess complex information, make informed decisions and implement effective solutions. (Desirable)

Knowledge

• Demonstrable knowledge of working within an operational environment. (Essential)
• Knowledge of IT Service Management (ITSM) and Incident Management tools, such as Remedy or ServiceNow. (Desirable)
• Knowledge of IT Incident, Major Incident or Service Management processes. (Desirable)
• ITIL Foundation Certificate in IT Service Management. (Desirable)

Experience

• Experience of working within a 24/7x365 operational environment. (Essential)
• Experience of operating in a dynamic environment, managing multiple priorities and delivering high-quality outcomes to agreed deadlines. (Essential)
• Experience of working collaboratively within a team environment, whilst also demonstrating the ability to work independently and act on own initiative.(Essential)
• Experience of making operational decisions and managing activities relating to contract performance. (Desirable)

Excellent 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)
• Retail, health, leisure and travel offers
• Discounted Eurostar travel and much more!

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion and aim to reflect the diverse communities we serve. We believe that a diverse workforce enables us to deliver better services and outcomes. Our goal is to make our recruitment as inclusive as possible.As aDisability Confident Leader,we actively encourage applications from disabled people. Aspart of the Disability Confident scheme, we aim tooffer an assessmentorinterviewtocandidates who apply via the scheme where the minimumessentialcriteria for skills, knowledge and experiencehasbeen met.In some circumstances, it may not be practical to offer an interview or assessment to every candidate whoapplies through the scheme and meet the minimum essential criteria; in these situations, we select candidates who best meet the minimum criteria for the job rather than interviewing all who meet them.

Across all recruitment activity, we recognise that selection methods may vary depending on the nature and scale of the campaign and will be applied fairly,consistentlyand proportionately in line with ourDisability Confident commitments.

Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do.

We understand a confidence gap can get in the way of meeting spectacular candidates. So please don’t hesitate to apply if you think you have what it takes even if you feel you don’t meet all the criteria. We’d love to hear from you.

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process ) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application but we’ll always treat you with transparency, respect and clear communication throughout.