Senior / Lead Product Operations Analyst

Responsibilities:

• Lead a team of Product Operations Analysts and Engineers.
• Be responsible for the service delivery of a portfolio of services.
• Ensure Service Level Agreements (SLAs) and KPIs are met.
• Be responsible for the support, observability, maintenance, and service provision of defined applications and services.
• Drive a Shift-Left culture to ensure the Command Centre is capable of first-time resolution for a significant proportion of issues.
• Ensure that in-scope services are stable, secure, and robust.
• Ensure alignment with IT strategy and business strategic objectives.
• Build and enhance application SME knowledge and intellectual property.
• Be accountable for the accuracy and availability of all service operations documentation.
• Identify and implement service controls, including proactive alerting, monitoring, and dashboards for relevant systems.
• Participate in the service introduction process, ensuring acceptance criteria are met.
• Develop KPIs to effectively measure and optimise service outcomes.
• Lead and develop a high-performing team of SMEs with a strong service culture.
• Provide SME guidance for resolution, remediation, root cause analysis, major incidents, complex issues, and escalations.
• Ensure quality assurance of application incidents by validating analysis and verifying fixes where appropriate.
• Drive continuous service improvements, including: Automation, System performance optimization, Service KPI improvement, Technical debt reduction, Cost optimization, Application rationalisation, Problem resolution, Incident reduction.
• Support projects during the Software Development Life Cycle (SDLC) to ensure successful transition into live service.
• Identify opportunities for SME alignment with Scrum teams and promote DevOps ways of working.
• Ensure all Problems undergo proper quality analysis and are well defined.
• Support Scrum teams with relevant operational and technical information.
• Oversee the Product Operations Scrum to plan, analyse, develop, test, and deliver high-quality defect fixes and service improvements.
• Manage change management activities for the application/service portfolio where applicable.
• Ensure applications comply with all security policies and remediate identified deficiencies.
• Ensure the Product Operations team adheres to governance and information security standards.
• Ensure application service risks are identified, logged, and mitigated.
• Work closely with suppliers to ensure compliance with SLAs, contractual obligations, and managed service agreements (operational and financial).
• Support Operational Resilience by creating, defining, and reporting system interactions, performance, and availability for Important Business Services (IBS).
• Own external and internal audit engagements, including execution of recommendations and remediation actions.
• Participate in the 247 on-call support model when required.

Requirements:

• Proven experience managing and developing high-performing operations teams.
• Strong understanding and practical experience with ITIL-based IT Operations.
• In-depth knowledge of software lifecycle, IT infrastructure, and emerging technologies.
• Experience managing complex IT service portfolios supporting 247 operations.
• Experience contributing to IT Service Strategy.
• Strong track record of continuous service improvement across complex IT environments.
• Excellent negotiation, stakeholder management, and presentation skills.
• Strong problem-solving mindset with a focus on practical and effective solutions.
• Proficiency in risk management, resource management, and cost management.
• Experience working in a regulated financial services environment (preferred).
• Ability to adapt quickly to changing priorities with strong resilience.
• Bachelor's degree or equivalent (preferred, not mandatory).
• Detailed understanding of the organisation's application portfolio (desirable but not essential).