RTGS Operations Analyst

Overview

Leeds, United Kingdom;
London, United Kingdom

RTGS Operations Analyst - Technology Directorate

Full Time

Flexible Working Options

This role is open to flexible working patterns, including:

• Job share
• Flexible start and end times
• Ability to adapt calendar as needed (e.g., school run, gym, appointments)
• 25%–50% in-office attendance, to be spread across the month where applicable
• Compressed hours (subject to approval and policy)
• Working from abroad policy (subject to approval and policy)

Opportunities in Leeds

We’re growing our presence in Leeds with a modern, accessible office in the City Centre. The majority of roles, including this one, are available in Leeds. You’ll work collaboratively with London-based colleagues in a hybrid model, with regular opportunities to travel to the London office.

Want to learn more? Discover what makes our Leeds office dynamic by visiting our Leeds page.

RTGS settles on an average day £800 billion and is critical national infrastructure. The role involves triaging ITSM tickets, prioritising incidents, routing to the right teams, and ensuring SLAs are met. You’ll monitor communication channels, spot early signs of issues, and escalate before impact. You will maintain key reports and provide clear management information feeding senior leadership and governance forums. You’ll support BAU service delivery by adhering to ITIL processes, maintaining documentation, and delivering against PIR and Problem actions while coordinating input to governance and strategic planning.

You’ll support the Operations Lead with team initiatives (OKR updates, meeting agendas, and collaboration spaces), contributing to improved service visibility and governance.

Role Description

This role presents an opportunity for an enthusiastic service-delivery focused Technology Operations Analyst. Reporting to the RTGS Operations Lead, you will be part of the RTGS Technology team providing day-to-day support and developing new capabilities for the Bank of England Real Time Gross Settlement solution.

Operations Analysts champion a service-focused approach to maintain daily stability, performance, and reliability of the RTGS system by adhering to ITIL best practices within a heavily governed ecosystem. You will facilitate between technical teams and business needs, manage incidents, problems, and changes, and maintain high service quality. Occasional work outside core hours may be required during significant service disruptions.

You are a dedicated Technology professional in a service-management environment, promoting ITIL best practices. You collaborate across teams, seek improvements, and understand the critical nature of RTGS within UK Payments Systems. You should be flexible to work outside core hours as required.

• 1–2 years of experience in an IT Service Delivery environment
• Understanding of ITIL processes, particularly Incident, Problem and Change management
• Familiarity with IT service management (ITSM) tools
• Ability to analyse data to improve processes and create reports

• Understanding of ITIL processes, including incident and problem management
• Experience with ticketing/ITSM tools and triage workflows
• Strong organisational skills and attention to detail
• Ability to monitor and interpret service metrics and SLA trends
• Comfortable working in fast-paced, operational environments
• Strong written and verbal communication skills
• Experience with Power
  
  BI dashboards or MI/reporting tooling
• Comfortable managing urgent escalations in live service environments
• Familiarity with Confluence, SharePoint and documentation governance
• Experience coordinating governance or audit-related activities
• Exposure/experience with SAFe Agile Practices

We value diversity and inclusion and maintain an inclusive workplace. Diversity includes age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation, and socioeconomic status. We support diversity and inclusion through staff networks.

This role is part of the Markets, Banking, Payments & Resolution division within the Bank of England:
Technology RTGS Operations.