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ITSM Support Analyst

Date: 06-Aug-2022


Company: Telefonica S.A.

Tesco Mobile is the UK’s largest MVNO with over 5 million customers and industry leading customer satisfaction.  We’re a totally unique business, a 50/50 joint venture between Telefonica O2 and Tesco that launched back in 2003.

Being part of Telefonica, one of the world’s most creative digital companies, we’re able to open up all sorts of possibilities – not just for customers, but for the people who work for us, too. 

Great benefits. Great rewards. High-quality training. Ongoing career development. Flexible working. These are just some of the reasons we attract great talent. 

Our inclusive approach to recruitment helps us be a true reflection of our customers and their communities. That’s why everybody’s welcome – it’s time to get everyone in the room. 


Location(s): Manchester/ Leeds

Closing Date: 11th July 2022


About the Team

Tesco Mobile is an Agile Organisation, and the Run & Operate Squad is fully integrated into the Agile function and methodology. Sitting within the Digital Platforms Tribe and it is comprised of a combination of colleagues with varied skill-set and responsibilities, from technical support to product administration and development. Our primary function is to support the Tesco Mobile infrastructure for a number of key services and solutions.


This role will sit within the ITSM Chapter and there will be development opportunities that encompass broader ITSM responsibilities such as Incident/Problem Management, SIAM, Service Monitoring, Change Management & Performance Management.


About the role

Working in an Agile environment within the Run & Operate Squad the role of the ITSM Run & Operate Analyst is to work collaboratively across the squad consisting of highly skilled colleagues from different Chapters including ITSM, Engineering and Product Owner.

The key responsibilities for this position include the management of incidents and technical request from a 2nd line perspective from incident triage, log querying and monitoring, and problem management. The role also includes aspects of product administration and governance across several our tools and solutions.


The successful candidate will process strong people skills with the ability to work collaboratively and enthusiastically across a broad-skilled Agile team environment. You will be keen to adhere to, and reinforce adherence to, standards. Previous experience of Splunk, Jira and/or similar tools/methodologies would be an advantage. Effective triage/workload/time management, great customer service skills and an excellent communicator are essential for this role.


Tesco Mobile is committed to supporting career progression and there will be abundant opportunities within our company growth plans, alongside a strong focus on training and development opportunities. This is a varied role where no two days will be the same and there will be options to helps support broader business wide projects.


Tesco Mobile operate a blended working environment, predominately home based there will be the requirement for some travel to all our offices Slough, Welwyn, and Manchester City Centre with occasional business travel to other off-site offices.


Key Responsibilities

The role supports the Run & Operate product space and is responsible for a wide remit of IT Service Management and DevOps including:

  • Working collaboratively with Tesco Mobile Tribes, Squads, CoE and external suppliers to maintain service availability.
  • Support incident management, including 2nd line technical triage, running analysis via Splunk log monitoring, responding to cases, forward communications and operating within agreed SLAs/OLSs.
  • Proactively supporting to IT performance through the monitoring management of events, alerts and alarms, and reacting to events as they present (via a number of monitoring and alerting solutions_
  • To assist in creating, maintaining and upkeep of knowledge base articles to support the 1st line team and to ensure the sustainability of the area.
  • Jira administration and development in line with the Business requirements on applications such as Jira and other tools
  • Support RFC (Request for Change) through continuous engagement with both internal and external business functions and maintaining a Forward Change Schedule, also ensuring risks to the operational environment through change collision are fully understood


There will also be an expectation that you will support the wider activities of the ITSM Chapter, support ITSM colleagues from other squads and tribes to ensure that ITSM processes are integrated and adhered to across the broader Agile business. Your development and masteries will align to those of the ITSM Chapter so there will be development opportunities moving forward outside of the core requirements of the Run & Operate role.


What We Need from You:

Essential Skills:

  • Experience in supporting environment and working with common and bespoke IT / solutions
  • Experience with (or knowledge of) IT Service/Log Query applications monitoring experience tools e.g., Splunk, New Relic, Jira - Preferable however training is available
  • Experience of working within an Agile environment or in an Agile role would be advantageous.
  • Someone who has an enthusiastic/positive attitude and has a flexible approach.
  • Someone who works well as part of a team but can also work for periods alone.
  • Ability to influence at all levels of the business.
  • Desire to act autonomously in setting direction and achieving goals.




We’ll be sending you emails about the status of your application. To make sure you receive these,   please add and to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

We have recently announced that we will be moving towards a more blended working week – combining office and remote working, leveraging the advantages of face-to-face connectivity and enjoying the flexibility and productivity of remote working.

Our base will be the office, where we connect, collaborate and innovate – and there will be the expectation for everyone to be physically together more time than apart.  For Head Office roles we therefore expect colleagues to spend a proportion of their time in the office location listed on the job description.

We are supportive of colleagues having conversations with hiring managers about what office presence will look like in the context of the role

If you have any questions around the role then please email who will be happy to help.