Technical Operations Analyst

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients' systems, departments and sites. We provide an open technology platform that's shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Role overview:

We're hiring a technical Operations Analyst to drive data-led improvements for the SalesMaster (Vehicle Hub Stock booking) service within the Infrastructure  Space. You will own the analytics around alerts and cases, benchmark performance against the support model timelines (SLA/OLA, MTTA, MTTR), and build live Power BI dashboards that surface anomalies in real time. Beyond building reports, you'll interpret the data, flag abnormalities, recommend fixes, and track the effect of changes ultimately improving productivity and reducing time to resolve.

• Live Ops Analytics: Instrument, aggregate and analyse alert/case streams for SalesMaster; monitor MTTA/MTTR, backlog age, reopen rate, change success, and false-alert rate.
• Dashboards & Reporting: Build and maintain Power BI dashboards (DAX, Power Query/M) with near real-time refresh; publish weekly/monthly KPI packs and executive summaries.
• Anomaly Detection: Define thresholds and rules to surface abnormalities (spikes, regressions, outliers); raise early warnings to shift leads and the Cloud Ops team.
• Support Model Governance: Map analytics to the support model timelines; continuously validate adherence to SLA/OLA and propose adjustments to runbooks and alert thresholds.
• Root-Cause Insights: Correlate incidents, deploys, infra metrics and logs to identify drivers of instability or latency; quantify impact and recommend corrective actions.
• Data Engineering (lightweight): Create reliable data flows from sources (e.g., CloudWatch/AppSignal/Jira/ServiceNow/Databases); ensure data quality, lineage and refresh SLAs.
• Productivity Uplift: Identify automation opportunities (noise reduction, auto-remediation candidates)
• Stakeholder Comms: Partner with stakeholders; present clear, actionable insights and track follow-through to closure.
• Documentation & Enablement: Maintain metric definitions, dashboards how-to, and an insights log; run enablement sessions for shifts to read and act on the data.

• Several years in an analytics/operations analyst role supporting production services (SaaS, SRE/DevOps, or ITSM context).
• Strong Power BI skills (data modelling, DAX, Power Query/M, incremental refresh, row-level security) and PowerAutomate skills.
• Solid SQL (joins, window functions, performance tuning) against relational or cloud data sources.
• Comfortable reading operational signals (alerts, logs, traces) and mapping them to SLIs/SLOs, SLA/OLA and error budgets.
• Proven ability to interpret data and tell the story clear recommendations that improve MTTA/MTTR and productivity.
• Advanced Excel skills (pivoting, Power Pivot/Power Query) and data-quality practices.
• Strong written and verbal communication; crisp executive summaries and on-the-spot updates during incidents.

• Scripting for analysis/automation Python is added advantage.
• Time-series methods (seasonality, baselining) and basic statistical techniques (correlation, control charts).
• Good understanding of Jira, Service Management tools, Confluence/Sharepoint.
• ITIL Foundation and exposure to DevOps practises.

Why join us?

We're on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We're committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn't require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce.  We value diversity and encourage candidates of all backgrounds to apply.