Operations Centre Analyst

Welcome to Transport for London Careers
 
Take a look at job opportunities with us and you may be surprised at what you discover: a rich heritage, a commercial outlook, an iconic brand, a unique public service. It all adds up to make Transport for London a great place to develop your career.  Here you can start your journey!

Key Information

Job title: Operations Centre Analyst

Salary: £36,000 - £40,000                                                     Grade: Band 2

Contract type: Permanent                                                     Reference: 4124  

Team: Service Operations                                                       Directorate: TfL Corporate

Contract details: TfL                                                              Location: Pier Walk / Hybrid 

Application closing date: Tuesday 5th May 2026

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.  

The role

The TSO Service Desk Agent will monitor and manage relevant TSO Services and Suppliers 24 hours per day, 365 days per year. The agents will monitor and manage all incident and service request escalations raised. They will carry out major incident management activities as per the major incident management process; to restore Services as quickly as possible ensuring that all key stakeholders are kept fully informed. 

The role performs first call fix incident management activities (involving initial triage and low level technical fixes which can be carried out at point of call) where necessary the agent will assign to the appropriate resolving team (be that internal, supplier or business owner) and shall manage the incident until its restoration. If relevant, they are responsible for raising problem records if a workaround can be applied. 

Knowledge

• A Technology qualification in an IT or Network discipline is highly desirable (or corresponding professional experience)
• ITIL Foundation Certificate in IT Service Management
• Demonstrable knowledge in operating within an IT Service Desk, managing incidents using suitable service desk tools such as Remedy / ServiceNow / Hornbill as limited examples.
• Demonstrable ability in the application of Service Desk principles to a range of technologies, platforms and services.
• Extensive knowledge of TSO Services, TfL Operating Businesses and TfL's revenue collection systems.
• Good understanding of TfL’s business and technical functions, including services provided and the impact to customers and end users when services are not available.
• Knowledge and understanding of integration and network Management tools.
• Good understanding of TfL's Supplier Contracts.

Skills 

• Ability to restore service as quickly as possible and minimise business impact
• Able to clearly communicate technical & system issues to a broad audience.
• Excellent customer service skills taking accountability for making key service decisions & keeping key stakeholders updated.
• Proven ability to influence and negotiate with other teams to achieve maximum benefits for the team and business.
• Strong customer skills including managing conflict and resolving complaints
• Ability to build strong working relationships with colleagues and key stakeholders
• Strong analytical skills with the ability to analyse complex data (quantitative and qualitative), draw conclusions, and implement solutions and make informed decisions. 

Experience 

• Extensive experience of working within a Service Desk operating a 24x7 shift pattern managing complex IT Technical Services with multiple technical and commercial interfaces involved in the delivery of services.  
• Experience of operating in a dynamic working environment, handling multiple tasks and deadlines, delivering to time, and quality, in a multi modal transport environment or equivalent.
• Experience of both working in and contributing to a team based environment and being able to work on own initiative.
• Experience of making day-to-day decisions around performance issues in relation to contract performance.
• Proven experience of using industry recognised service management tools.
• Proven experience of carrying out first time fixes and working within service level targets to deliver the service.

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. 
 
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 
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
 
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. 

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