IT Operations Analyst

This job is with Currys, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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…