Senior Operations Analyst

Summary

A senior operations analyst prioritises incoming messages for the team and ensures correct information flow, record keeping and data capture.

At this role level, you will:

detect notifications and conduct monitor checks to ensure that systems are running correctly
in emergencies, be on call outside your working hours to check events that have been logged as not functioning
oversee the virtual environment (in some organisations)

Background

Background Components

Description	Background
Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services. Has good communication and presentation skills. Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.	Prior Knowledge and Skills

Work Activity Components

Title	Details
Implementation and controls	Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.
Service level monitoring and reporting	Performs defined tasks to monitor and report on service delivery against service level agreements; this may involve participation in regular customer service review meetings. Maintains records of relevant information, including deviations from service levels agreed. Ensures that variances against service level agreements are reported to relevant stakeholders, while trying to resolve any conflict or contention for service.
Customer relationships and negotiations	Works with stakeholders to plan for service disruption and/or breaches of service level
Customer service assessment	Participates in analysis of customer satisfaction surveys and data and identifies actions for service improvements where appropriate. Supports and participates in regular review meetings between service providers and customers/users.

Knowledge/Skills

Knowledge/Skills Components

Title	Depth	Details	Type
Numeracy		Understanding the metrics associated with a problem or situation, their significance and relationship, and being able to manipulate these as necessary to identify solutions.	Behavioural Skills
Commercial Orientation		Understanding commercial considerations and ensuring alignment with them when making decisions or recommending actions.	Behavioural Skills
Attention to Detail		Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.	Behavioural Skills
Cross-Functional and Inter-Disciplinary Awareness		Understanding the needs, objectives and constraints of those in other disciplines and functions.	Behavioural Skills
Teamwork		Working collaboratively with others to achieve a common goal.	Behavioural
Follow-up and Monitoring		Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.	Behavioural Skills
Corporate, Industry and Professional Standards	Familiar with	Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.	Technical Knowledge and Skills
Own Organisation’s IT Products and Services	Familiar with	The IT products and/or services supplied to internal and external customers by own organisation.	Technical Knowledge and Skills
Third Party IT Products and Services	Familiar with	The IT products and/or services supplied to own organisation by external suppliers.	Technical Knowledge and Skills
Business Environment	Familiar with	The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).	Technical Knowledge and Skills
IT Environment	Familiar with	The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.	Technical Knowledge and Skills
Value Chain Concepts	Familiar with	Identification and representation of the primary and support activities required to deliver a product or service in order to analyse aspects such as inefficiencies and costs.	Other Knowledge and Skills
Operations Management	Familiar with	Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.	Other Knowledge and Skills
Business Proposals	Aware of	Methods and techniques for preparing and presenting business cases, requests for proposal (RFP) invitations to tender (ITT) and statements of requirements/work both verbally and in writing.	Other Knowledge and Skills
Risk Management	Aware of	Methods and techniques for the assessment and management of business risk including safety-related risk.	Other Knowledge and Skills
Techniques for Effective Meetings	Aware of	Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.	Other Knowledge and Skills
Contract Negotiation	Aware of	Methods, techniques and frameworks for negotiating contracts for the supply of IT products and services.	Other Knowledge and Skills
Project Planning and Control Techniques	Aware of	Methods and techniques associated with planning and monitoring progress of projects.	Other Knowledge and Skills
Service Delivery Economics	Familiar with	The economics of service delivery, such as the cost per service line in terms of hardware, software, and manpower used to deliver the service.	Other Knowledge and Skills
Service Level Agreements	Proficient in	The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.	Other Knowledge and Skills
Financial Management	Familiar with	Knowledge of Financial Management and Management Accounting. Competent management of costs, budgets and cash flow.	Other Knowledge and Skills
Information Assurance	Familiar with	Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.	Other Knowledge and Skills

Training Activities

Training Components

Title	Details
Data Protection and GDPR	Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Supplier/Service Provider Training	The installation, testing and commissioning of supplier specific-products and services in a variety of situations and locations.
Security Awareness	Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
Health and Safety	Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title	Details
Deputising	Standing in for supervisor or manager on a temporary basis during periods of absence.	PDFB04
Job Shadowing and Special Assignments	Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.	PDFB05
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management	PDFK04
Gaining Knowledge of Activities of Employing Organisation	Developing an understanding of the potentially diverse range of activities (service, governance, administrative, regulatory, commercial, charitable, industrial, etc.) undertaken by the employing organisation.	PDFK05
Gaining Knowledge of IT Concepts and Techniques	Undertaking study, learning and, where possible, practice in IT concepts and techniques external to own function.	PDFK06
Participation in Professional Body Affairs	Taking an active part in professional body affairs at branch, specialist group, committee or board level.	PDFP02
Negotiating and Influencing	Undertaking learning and practice of negotiating with and influencing others.	PDFS04
Team Leadership	Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.	PDFS05

Qualifications

Qualification Components

Title	Awarding Body
ITIL 4 Specialist Create, Deliver and Support (Managing Professional Module)	AXELOS	QU1080
ITIL 3 Capability Module Operational Support and Analysis (Intermediate)	AXELOS	QU369
ITIL 3 Capability Module Service, Offerings and Agreements	AXELOS	QU372
ITIL 3 Lifecycle Module Continual Service Improvement (Intermediate)	AXELOS	QU373
FEDIP Senior Practitioner	FEDIP	FED:QU:004
ITIL Practitioner	AXELOS	FED:QU:007

Organisation Skills

Framework » Organisation Category » Subcategory	Skill Name and Description	Level
DDaT » IT Operations Job Family	IT Ops – Asset and configuration management You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.	2 – Working You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.
DDaT » IT Operations Job Family	IT Ops – Availability and capacity management You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or	2 – Working You can manage service components to ensure they meet business needs and performance targets.
DDaT » IT Operations Job Family	IT Ops – Change management You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.	2 – Working You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change.
DDaT » IT Operations Job Family	IT Ops – Continual service improvement You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.	2 – Working You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
DDaT » IT Operations Job Family	IT Ops – Incident management You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.	2 – Working You can diagnose and prioritise incidents, investigate their causes and find resolutions.
DDaT » IT Operations Job Family	IT Ops – Ownership and initiative You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.	2 – Working You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
DDaT » IT Operations Job Family	IT Ops – Problem management You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.	2 – Working You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation. You can determine preventative measures.
DDaT » IT Operations Job Family	IT Ops – Service focus You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.	2 – Working You can take inputs and establish coherent frameworks that work.
DDaT » IT Operations Job Family	IT Ops – Service management framework knowledge You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.	1 – Awareness You have a Level 3 service management framework qualification.
DDaT » IT Operations Job Family	IT Ops – Technical understanding You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.	2 – Working You can understand the core technical concepts related to the role and apply them with guidance.
DDaT » IT Operations Job Family	IT Ops – User focus You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing	2 – Working You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.
DDaT » IT Operations Job Family	IT Ops – Community collaboration You can contribute to the work of the community, building successful teams through understanding team styles and influencing and motivating team members. You can give and receive constructive feedback, enabling the feedback loop. You can moderate conflict resolution within teams. You can ensure that the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.	2 – Working You can contribute to the work of others. You can motivate and empower teams. You can create the right environment for teams to work in and can identify the best team makeup depending on the situation. You can recognise and deal with issues.
DDaT » IT Operations Job Family	IT Ops – Continuity management You can provide service continuity planning and support. You can identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality. You can co-ordinate planning, designing, testing and maintenance procedures and contingency plans, to address exposures and maintain agreed levels of continuity.	1 – Awareness You can show an awareness of the IT standard continuity management processes and procedures.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level