Description:
The IT Operations Analyst plays a pivotal role in ensuring that Currys’ technology services operate smoothly, reliably, and consistently across the entire business. Although the organisation’s technology environment is supported by multiple partners and vendors, this role provides the leadership, coordination and oversight required to make sure those providers deliver to the right standard, at the right time, and with the right level of quality. The responsibilities of this role span operational coordination, vendor performance management, major incident response, service improvement, data driven analysis, and cross partner orchestration. Together, these responsibilities protect the stability of the organisation’s systems while driving continuous improvement in service quality and operational maturity.
- Hold vendors accountable for effective service delivery across all technology domains
- Coordinate multi vendor response during major incidents and operational disruptions
- Lead structured vendor performance reviews and ongoing governance mechanisms
- Analyse incident trends and performance data to drive continual improvement
- Ensure robust root cause analysis and conclusion of vendor remediation activities
- Drive partner adoption of best practices and operational improvements
- Coordinate technology readiness and cross vendor preparation for peak trading periods
- Participate in an out of hours rota to manage incidents and vendor escalation
- Provide clear communication to internal stakeholders during incidents and operational events
- Build cross functional collaboration across internal technology teams
- Support knowledge transfer, documentation and operational run books
- Promote automation, monitoring and proactive alerting practices across vendors
- Influence cost optimisation and vendor efficiency
Experience:
- 5+ years proven experience managing or coordinating multiple technology vendors across IT operations, infrastructure, applications, networks or end‑user computing
- Strong ability to challenge suppliers constructively on performance, quality, cost and delivery expectations
- Demonstrated experience coordinating major incident response in a complex, multi‑vendor, multi‑technology environment
- Ability to analyse operational data, identify patterns, and translate findings into clear actions, insights, and service improvements
- Confident communicating technical issues in simple, business‑friendly language for non‑technical stakeholders
- Skilled at influencing, building relationships and driving accountability across partners and internal teams
- Strong organisational skills with the ability to manage competing priorities, high‑pressure issues and events, and time‑sensitive escalations
- Demonstrated ability to innovate as part of continual service improvement to enhance operational efficiency and strengthen the stability of the technology estate
- Comfortable participating in an out‑of‑hours on‑call rota, and managing incident activity during evenings, weekends or peak trading periods
- Proficient in use of Microsoft PowerPoint, Excel, Word, Teams, and Atlassian Confluence/Jira