About the Team:

The IT Operations Team is a cross-functional team, comprising of a combination of both Tesco and Telefonica UK people who combine to ensure a robust business support model which covers the primary functions. Network Operations, Joint Venture, Supplier Management and IT Service Management.

About the Role:

Working in an Agile environment within the Operational Support Desk squad the role of Operations Support Analyst will work with the Product Owner and be part of a team of highly skilled 1st and 2nd line support professionals.

Your responsibilities specifically will be to support service management aspects of our network platform migration and include the management of Incidents, Problems and Work Requests raised by our user community. You will also be asked to support our service improvement process, so Lean or Six Sigma experience would be an advantage but not essential.

The successful candidate will process strong people skills with the ability to work in a collaborative team environment. You will be keen to adhere to standards and previous experience of Splunk, Jira and ITIL or similar tools/methodologies would be an advantage. Effective triage/workload/time management, great customer service skills and an excellent communicator are essential for this role.

Tesco Mobile is committed to supporting career progression and there will be abundant opportunities within our company growth plans, alongside a strong focus on training and development opportunities. This is a varied role where no two days will be the same and there will be options to helps support broader business wide projects.

The right candidate will be responsible for overnight testing and support of our network migration and also be part of a team who cover our Customer Service operating hours of Monday to Friday 8am - 9pm with potentially a need to cover Saturday 8am-8pm and Sunday 10am-6pm on a rotating basis.

Tesco Mobile operate a blended working environment, predominately home based there will be the requirement for some travel to our new Manchester city centre office with occasional business travel to other Tesco Mobile offices or third party suppliers within the UK.

Key Responsibilities:

The role supports the OSD Product Owner and is responsible for all initial aspects of IT Service Management including.

• Working collaboratively with Tesco Mobile Tribes, Squads, CoE and external suppliers to support the platform migration and to maintain service availability
• Support incident management, including initial triage, raising cases, incident communications and managing cases to resolution within agreed SLAs
• Complete all post incident review activities and work with broader business to provide analysis and improvement recommendations
• To provide relevant input to help support the wider team’s role of process improvement and supplier management, and to be the voice of the whole team to identify improvements and implement
• Proactively support IT performance through the monitoring management of events, alerts and alarms. Providing resolution within agreed SLAs
• To assist in creating, maintaining and upkeep of knowledge base articles to support the team and to ensure the sustainability of the area
• Engage with the business change and deployment processes. Support all change into BAU support and ensuring risks to the operational environment are fully understood, accounted and documented before implementation
• Support post change activities to include an understanding of impact and potential areas of improvement and learning
• Highlight areas of training opportunities within the squad via data and customer feedback
• Support Problem Management by raising and managing problem cases either within the OSD Squad or with broader business owners

What We Need from You:

• Experience in a customer/vendor support environment, working with common and bespoke IT / applications
• Process / Service improvement knowledge would be useful but not compulsory as full training will be provided
• Experience with (or knowledge of) IT Service/Log Query applications monitoring experience tools e.g. Splunk, New Relic, Jira
• Experience of working within an Agile environment or in an Agile role would be advantageous
• Someone who has an enthusiastic/positive attitude and has a flexible approach
• Someone who works really well as part of a team but can also work for periods alone
• Ability to influence at all levels of the business
• Desire to act autonomously in setting direction and achieving goals