IT Operations Analyst

Role overview:

IT Operations Analayst
Waterloo - Hybrid Working
Full Time
Permanent
Grade 4

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

The role of the IT Operations Analyst exists to ensure the stability, resilience, and performance of Currys’ technology estate across all channels and business units. As one of the largest omnichannel retailers in the UK and Ireland, Currys’ technology environment is broad, fast-moving and mission critical, spanning everything from e-commerce platforms and store point-of-sale systems to supply chain applications, colleague devices, logistics technologies and cloud infrastructure.

The IT Operations Analyst plays a central part in making sure that all these systems work reliably and consistently. At its core, the purpose of the role is to drive operational excellence by managing, challenging and coordinating the delivery of services provided by multiple external partners. Currys relies on a multi-vendor model, where numerous specialist suppliers support different layers of the technology stack — infrastructure hosting providers, application support partners, cloud services, network carriers, end-user computing vendors, monitoring specialists and more. The IT Operations Analyst ensures that these vendors perform to the highest standards and work together seamlessly, especially during periods of peak operational load.

Because Currys operates at significant scale - with millions of customer interactions per week, a nationwide retail estate, high-volume e-commerce traffic and complex supply chain processes — even minor technology disruptions can have substantial business impact. This means the IT Operations Analyst has a crucial purpose, acting as the connective layer between partners, operational leaders, and the wider business, ensuring that the right actions happen at the right time, delivered with the right level of quality, urgency and accountability.

Role overview:

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

Qualifications:

• Degree level education in a computing related subject
• 5+ years’ experience in an IT service operations role or similar within a large organisation
• ITIL® v4 Foundation
• ITIL® v4 Expert qualifications desirable

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.