ITSM & Incident Response Lead

National Physical Laboratory (NPL); Teddington; On-site; GBP 40,000 - 65,000; Full time

Job summary

National Physical Laboratory (NPL) in the UK is seeking a Service Operations Analyst with proven ITSM experience to ensure reliable, secure services across time and frequency systems.

You'll monitor services, coordinate incident response, lead Change Enablement and manage access, while improving ITIL-aligned processes and contributing to resilient digital infrastructure for critical national services.

Qualifications

• Experience in service operations, IT or technical support environment handling incidents, changes and service requests.
• Experience coordinating Help Desk or Service Desk activities.
• Knowledge of ITIL principles and service management best practices.
• Experience using ITSM tools such as ServiceNow, Jira, Remedy or Zabbix.

Responsibilities

• Monitor services, networks and applications and respond to operational events and incidents.
• Coordinate incident management activities, investigations and service restoration.
• Lead Change Enablement and ensure requests are assessed and implemented.
• Manage service requests and user access controls.
• Maintain asset, configuration and service records.
• Coordinate backups, maintenance and configuration activities for availability.
• Support compliance with security and cyber requirements across operations.

Skills

ITSM experience

Incident management

Change management

Service desk coordination

Education

Information Technology / Computer Science or Engineering degree

Tools

ServiceNow

Jira

Remedy

Zabbix

Job description

National Physical Laboratory (NPL) in the UK is seeking a Service Operations Analyst with proven ITSM experience to ensure reliable, secure services across time and frequency systems.

You'll monitor services, coordinate incident response, lead Change Enablement and manage access, while improving ITIL-aligned processes and contributing to resilient digital infrastructure for critical national services.