Senior Operational Support Analyst

Transport for London; Greater London; Hybrid; GBP 53,000 - 71,000; Full time

Benefits offered by this job

Final salary pension

Free TfL travel

Rail travel discounts

30 days leave

Hybrid working

Private healthcare

Job summary

Transport for London in London is seeking a Senior Operational Support Analyst to manage Level 2/3 technical support for Data and Analytics live services. You will join a team delivering incident resolution, service transition, and knowledge sharing to maintain high production standards.

The role requires strong communication, SQL/Data Warehouse experience, and familiarity with Azure, Databricks, and PowerBI. Hybrid working supports a balance of office and home time.

Qualifications

• Bachelor’s or Master’s degree in technology or computer science or equivalent.
• ITIL service management knowledge and practical implementation.
• Experience supporting SQL Data Warehouse using SSIS and Azure tools.
• Knowledge of data platforms (Data Lake, Event Hub) and Databricks.
• Proficiency in T-SQL and Python; experience with PowerBI/BO reports.

Responsibilities

• Lead incident/resolution management within SLAs and coordinate with teams.
• Drive continuous service improvements across production environments.
• Deliver incident and service request metrics; analyze trends for improvements.
• Escalate high-severity incidents to ensure security and service delivery.
• Create and maintain knowledge bases; coach team members for on-call support.

Skills

Strong communication

Complex problem solving

SQL Data Warehouse (SSIS)

Azure Data Factory

Data Lake

Python

PowerBI

SCRUM

Education

Bachelor’s/Master’s in Tech or CS

ITIL certification

Tools

SSIS

Azure Data Factory

Databricks

PowerBI

Business Objects

Job description

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Key Information

Job title: Senior Operational Support Analyst

Salary: Circa £62K + TFL Benefits

Grade: Band 3

Contract type: TfL

Team: TSO Professional Service - Technology & Data

Location: London (Pier Walk) / Hybrid* working

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

* 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.

Overview of project/role

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 after 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.

The role holder will join a team of 7 analysts providing production support across 14 live services.

With several project releases expected over the next year, the role holder will be responsible for supporting service transition activities and ensuring the effective operation of newly deployed services.

The role will involve facilitating smooth handovers into production, including training and coaching team members to build capability, share knowledge, and maintain high standards of support across the team.

Key Accountabilities

• Accountable for managing and resolving service incidents and faults within agreed SLAs, including ownership of high-priority issues through to resolution. Coordinating with internal, external, and vendor support teams where required.
• Accountable for implementing and driving continuous service improvements, ensuring effective handling, correction, and prevention of defects across production environments.
• 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
• 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.

Key Interfaces

The Senior Operational Support Analyst works closely with a wide range of stakeholders across Technology and Data, including Product Managers, Service Owners, Business Architects, Project and Programme Managers, and senior leaders up to Director level. The role also partners with external suppliers and support providers to ensure service performance and SLA compliance, while collaborating across teams to drive efficient service delivery, operational excellence, and continuous improvement.

Skills / Experience

• Excellent oral and written communication skills at a business and technical level.
• Highly skilled at solving and communicating complex problems (essential)
• Proven experience of supporting SQL Data Warehouse using SSIS (essential)
• Experience supporting Azure Data Factory, Data Lake, Event Hub and Databricks. (essential)
• Ability to understand and write T-SQL, Kusto, Python coding languages. (essential)
• Experience of supporting PowerBI, Business Objects reports.
• Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience. (essential)
• Experience working on transition activities with project teams utilising SCRUM methodologies. (essential)
• 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.

Knowledge

• 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 Service Management qualification and extensive knowledge of its practical implementation within large organisations. (essential)
• 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, General Data Protection Regulation (GDPR), EU Procurement Directives and Freedom of Information Act. (essential)
• Knowledge of Enterprise Resource Planning, Asset Management, Revenue Collection, Document Management and integration technologies/systems.

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 a Disability Confident Leader, we actively encourage applications from disabled people. As part of the Disability Confident scheme, we aim to offer an assessment or interview to candidates who apply via the scheme where the minimum essential criteria for skills, knowledge and experience has been met. In some circumstances, it may not be practical to offer an interview or assessment to every candidate who applies 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, consistently and proportionately in line with our Disability Confident commitments.

We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Vetting Process

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.

Benefits

• 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

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.