Operational Support Analyst at Transport For London in London, England, United Kingdom | GBP36,500-40,700 | Kablio

Role

Description

service monitoring

fault resolution

incident management

metrics analysis

process improvement

escalation management

Accountable for monitoring services and restoring services within agreed service level targets to minimise any disruption to customers and / or users.
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 working effectively in a team under the supervision, instruction and guidance of Lead Operations Support Analyst or Senior Op Support Analyst and ensuring collaboration and coordination.
Accountable to owning service impacting low priority issues assigned to them through to resolution. Liaising with other resolution groups (Internal, External and Vendor) to identify root cause of issues.
Accountable for recommending service and process improvements for the handling and correction of defects in TfL’s live environments to reduce costs and drive less calls to the Service Desk.
Accountable for preparing incident and service request metrics and analysing problems and trends to identify service improvement opportunities to be delivered.
Accountable for escalating service incidents to higher severity when appropriate to ensure on-going operation and delivery of service within SLA’s.

Requirements

itil v3

incident management

devops

erp

degree

emerging tech

Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services.
Well-developed experience of issues and incident management and working within agreed SLAs
ITIL V3 Service Management qualification and extensive knowledge of its implementation.
Broad experience of working in a complex multi-site environment dealing with standard business applications and real time implementation systems.
Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience.
Excellent oral and written communication skills at a technical level.
Proven track record of working within a development/IT operations environment.
Highly skilled at solving and communicating complex problems
Knowledge of relevant national and international legislation relating 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.
Degree in Technology or Computer Science, or an equivalent technical qualification, and/or has equivalent substantial industry experience.

Benefits

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
Discounted Eurostar travel
Retail, health, leisure and travel offers
Tax-efficient cycle-to-work programme
Private healthcare discounted scheme (optional)
Free travel for you on the TfL network
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Final salary pension scheme
30 days annual leave plus public and bank holidays

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

2000

Year of establishment

The company was founded under London’s Mayor in 2000.

8,500 buses

Public transport fleet

Operates a large network of buses to support daily commuter needs.

580 km roads

Managed road network

Oversees one of the UK's most extensive road networks.

£7 bn revenue

Annual revenue figure

Generates significant revenue from fares, congestion charges, and grants.

Handles day-to-day operations: Overground, DLR, trams, ferries and roads.
Manages congestion charge and ultra-low emission schemes.
Develops major infrastructure projects: Northern Line extension, Silvertown Tunnel, West London Orbital plans.
Runs one of Europe’s largest zero-emission bus fleets and pioneered a cycle shuttle through Silvertown.

Culture + Values

Open
Caring
Adaptable

Environment + Sustainability

Net Zero by 2040

GHG emissions target

Committed to achieving net zero greenhouse gas emissions across the entire value chain by 2040.

90% Scope 1 & 2 Reduction

Emissions target 2030

Aims to reduce absolute Scope 1 and 2 emissions by 90% from the 2022 baseline by 2030.

2,000 Zero-Emission Buses

Bus fleet expansion

Currently operates over 2,000 zero-emission buses across Western Europe, with 107 fully zero-emission routes as of June 2025.

80% Fewer Pollution Exposures

Air quality improvement

Reduction in the number of people exposed to illegal pollution levels in deprived areas after ULEZ expansion.

Maintain ≥90% reduction in Scopes 1 & 2 from 2030–2040
Reduce absolute Scope 3 emissions by 90% by 2040
Science-based targets validated by SBTi in April 2025
Operational carbon 2023/24: Scope 1 14 KtCO₂e; Scope 2 337 KtCO₂e; Scope 3 (outsourced) 470 KtCO₂e; Scope 3 (other) 705 KtCO₂e
On track to switch to fully zero-emission bus fleet by 2034 (_acceleratable to 2030)
ULEZ expansion: 27% lower roadside NO₂, 31% fewer PM2.5 in outer London
Doubling wildflower verges to 260,000 m² by 2024; planting tree canopy +1% per year (2016–2025) with 10% increase by 2050
Install 5,000 m² Sustainable Drainage Systems yearly on road network
Reduced highways glyphosate use by 70%
Achieved Silver Accreditation in Carbon Literacy training; thousands of colleagues certified

Inclusion & Diversity

74% Agreement

Employee-Conversations

74% of staff agreed that the Conversation Matters coaching programme improved leader-employee conversations.

86% Goal Completion

Coaching Programme

The Conversation Matters coaching programme achieved an 86% goal completion rate and was awarded Best Coaching Programme in 2023.

77% Intuitive Experience

SAP SuccessFactors

77% of employees find the SAP SuccessFactors implementation intuitive, supporting automated performance and succession processes.

4% Recruitment Increase

Internal Recruitment

A 4% increase in internal recruitment and a 3.7% rise in employee engagement post-pandemic.

21% Reporting Increase

Sexual Harassment

Project Guardian led to a 21% increase in reporting sexual harassment incidents in 2014.

£2.5M Training Contract

DEI Training

A four-year DEI training contract worth up to £2.5 million was awarded across TfL and partner public bodies.

Strategic vision "to be a great place to work for everyone to thrive"
Fabric of London campaign represents London’s diversity: 287 ethnic groups, 300+ languages on TfL network fabric

Articles

Experience London blog

Made by TfL blog

Mind the Gap: The Official TfL Podcast

Experience London (visitor info)

Role

Description

service monitoring

fault resolution

incident management

metrics analysis

process improvement

escalation management

Accountable for monitoring services and restoring services within agreed service level targets to minimise any disruption to customers and / or users.
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 working effectively in a team under the supervision, instruction and guidance of Lead Operations Support Analyst or Senior Op Support Analyst and ensuring collaboration and coordination.
Accountable to owning service impacting low priority issues assigned to them through to resolution. Liaising with other resolution groups (Internal, External and Vendor) to identify root cause of issues.
Accountable for recommending service and process improvements for the handling and correction of defects in TfL’s live environments to reduce costs and drive less calls to the Service Desk.
Accountable for preparing incident and service request metrics and analysing problems and trends to identify service improvement opportunities to be delivered.
Accountable for escalating service incidents to higher severity when appropriate to ensure on-going operation and delivery of service within SLA’s.

Requirements

itil v3

incident management

devops

erp

degree

emerging tech

Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services.
Well-developed experience of issues and incident management and working within agreed SLAs
ITIL V3 Service Management qualification and extensive knowledge of its implementation.
Broad experience of working in a complex multi-site environment dealing with standard business applications and real time implementation systems.
Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience.
Excellent oral and written communication skills at a technical level.
Proven track record of working within a development/IT operations environment.
Highly skilled at solving and communicating complex problems
Knowledge of relevant national and international legislation relating 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.
Degree in Technology or Computer Science, or an equivalent technical qualification, and/or has equivalent substantial industry experience.

Benefits

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
Discounted Eurostar travel
Retail, health, leisure and travel offers
Tax-efficient cycle-to-work programme
Private healthcare discounted scheme (optional)
Free travel for you on the TfL network
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Final salary pension scheme
30 days annual leave plus public and bank holidays

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

2000

Year of establishment

The company was founded under London’s Mayor in 2000.

8,500 buses

Public transport fleet

Operates a large network of buses to support daily commuter needs.

580 km roads

Managed road network

Oversees one of the UK's most extensive road networks.

£7 bn revenue

Annual revenue figure

Generates significant revenue from fares, congestion charges, and grants.

Handles day-to-day operations: Overground, DLR, trams, ferries and roads.
Manages congestion charge and ultra-low emission schemes.
Develops major infrastructure projects: Northern Line extension, Silvertown Tunnel, West London Orbital plans.
Runs one of Europe’s largest zero-emission bus fleets and pioneered a cycle shuttle through Silvertown.

Culture + Values

Open
Caring
Adaptable

Environment + Sustainability

Net Zero by 2040

GHG emissions target

Committed to achieving net zero greenhouse gas emissions across the entire value chain by 2040.

90% Scope 1 & 2 Reduction

Emissions target 2030

Aims to reduce absolute Scope 1 and 2 emissions by 90% from the 2022 baseline by 2030.

2,000 Zero-Emission Buses

Bus fleet expansion

Currently operates over 2,000 zero-emission buses across Western Europe, with 107 fully zero-emission routes as of June 2025.

80% Fewer Pollution Exposures

Air quality improvement

Reduction in the number of people exposed to illegal pollution levels in deprived areas after ULEZ expansion.

Maintain ≥90% reduction in Scopes 1 & 2 from 2030–2040
Reduce absolute Scope 3 emissions by 90% by 2040
Science-based targets validated by SBTi in April 2025
Operational carbon 2023/24: Scope 1 14 KtCO₂e; Scope 2 337 KtCO₂e; Scope 3 (outsourced) 470 KtCO₂e; Scope 3 (other) 705 KtCO₂e
On track to switch to fully zero-emission bus fleet by 2034 (_acceleratable to 2030)
ULEZ expansion: 27% lower roadside NO₂, 31% fewer PM2.5 in outer London
Doubling wildflower verges to 260,000 m² by 2024; planting tree canopy +1% per year (2016–2025) with 10% increase by 2050
Install 5,000 m² Sustainable Drainage Systems yearly on road network
Reduced highways glyphosate use by 70%
Achieved Silver Accreditation in Carbon Literacy training; thousands of colleagues certified

Inclusion & Diversity

74% Agreement

Employee-Conversations

74% of staff agreed that the Conversation Matters coaching programme improved leader-employee conversations.

86% Goal Completion

Coaching Programme

The Conversation Matters coaching programme achieved an 86% goal completion rate and was awarded Best Coaching Programme in 2023.

77% Intuitive Experience

SAP SuccessFactors

77% of employees find the SAP SuccessFactors implementation intuitive, supporting automated performance and succession processes.

4% Recruitment Increase

Internal Recruitment

A 4% increase in internal recruitment and a 3.7% rise in employee engagement post-pandemic.

21% Reporting Increase

Sexual Harassment

Project Guardian led to a 21% increase in reporting sexual harassment incidents in 2014.

£2.5M Training Contract

DEI Training

A four-year DEI training contract worth up to £2.5 million was awarded across TfL and partner public bodies.

Strategic vision "to be a great place to work for everyone to thrive"
Fabric of London campaign represents London’s diversity: 287 ethnic groups, 300+ languages on TfL network fabric

Articles

Experience London blog

Made by TfL blog

Mind the Gap: The Official TfL Podcast

Experience London (visitor info)