Merlin Entertainment
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.
Due to continuing growth and development of Merlin’s attractions and brands on a global scale, we are looking for a ROC Operations Analyst to join our Digital and Data department on a permanent basis. The role will be based at our London office, with a hybrid element for those looking for more flexibility.
Key Accountabilities
Service Delivery & Support
Resolve incidents and service requests within SLA.
Escalate complex issues promptly to relevant teams.
Proactively monitor systems to prevent disruptions.
Accurately document all technical activities.
Operational Excellence
Liaise with the Global Service Desk for seamless support.
Ensure daily operations comply with Merlin Tech policies.
Track and report KPIs to drive improvements.
Stakeholder Engagement
Provide high-quality support to internal teams.
Communicate incident/request status clearly and promptly.
Project Support
Assist in delivering local IT projects in line with business goals.
Support testing and deployment of systems and updates.
Continuous Improvement
Recommend service improvements and problem-solving initiatives.
Engage in ongoing training to enhance technical skills.