Service Operations Engineer

National Physical Laboratory (NPL); Teddington; On-site; GBP 50,000 - 75,000; Full time

Job summary

The National Physical Laboratory (NPL)–a world-leading centre in precision timing–invites applications for a Service Operations Engineer in the Time & Frequency department. You will help plan, deploy and operate integral telecoms/IT components, implementing ITIL-based ITSM practices to support critical national infrastructure.

With a government-backed investment in the National Timing Centre programme, you will work alongside scientists and cybersecurity experts to ensure service readiness,

Qualifications

• A degree (or equivalent) in Telecommunications, IT, or relevant field
• Prior experience delivering and operating Telecoms/IT solutions
• Familiarity with ITIL practices and IT/Telecom standards
• Delivery of ITSM
• Experience with open-source applications (Zabbix, Grafana, ServiceNow)
• Familiarity with JSON, Linux, Kubernetes
• Experience in an R&D environment

Responsibilities

• Plan, deploy and operate IT components
• Implement ITSM and ITIL processes
• Develop IT management systems and KPIs
• Collaborate with scientists on Cybersecurity for service readiness
• Establish operation practices and monitor alerts and incidents
• Report complex technical information clearly

Skills

Telecommunications

IT delivery

ITIL

ITSM

Education

Degree in Telecom/IT

Tools

Zabbix

Grafana

ServiceNow

Kubernetes

JSON

Linux

Job description

Our world-leading Time & Frequency department are seeking an experienced Service Operations Engineer.

This is an exceptional opportunity to join the global authority in precision timing at a defining moment for UK digital infrastructure.

Backed by a government investment of £180 million in the National Timing Centre (NTC) programme, we are developing a world-first resilient time distribution capability that will provide industry with a robust complement to satellite systems (such as GPS) – which are increasingly vulnerable to disruption from solar storms, jamming and spoofing.

This will underpin essential services, including:

• Telecommunications,
• Online banking,
• Emergency response,
• Transport networks, and
• Wider digital and data-driven operations.

Together, these services form the backbone of modern society - and your leadership will help ensure they remain secure, reliable and robust even if global navigation satellite systems fail

Key responsibilities:

• Planning, deployment and operation of components
• Implementing systems and processes (such as ITSM and ITIL)
• Developing IT management systems and performance indicators
• Partnering with prominent Scientists and experts in Cybersecurity to ensure service readiness
• Building operation practices and routines (such as monitoring and responding to alerts / alarms / threshold breaches / incidents / reported problems)
• Reporting complex technical information in a clear and digestible format

About You

To succeed in this role, you will have the following skills/experience:

• A degree (or equivalent experience) in Telecommunications, IT, or relevant field
• Prior experience in delivery and operation of Telecoms / IT solutions
• Familiarity with ITIL practices and IT / Telecom standards
• Delivery of ITSM

Advantageous

• Experience in open-source applications (such as Zabbix, Netbook, Grafana, ServiceNow, etc.)
• Familiarity with JSON, Linux, Kubernetes
• Professional experience within an R&D environment

It is also desirable if you have interest in Physics, measurements, and communications, for example:

• Time and frequency measurement and time scale steering
• Real-time monitoring and control of electronic hardware
• Satellite communication, optical fibre and GNSS-based systems

We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that nationality, residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process. To work at NPL, you will need to obtain BPSS security clearance.

However, to work in this role in the Time & Frequency department, you will need to have an SC clearance with no restrictions, or you must have the ability to obtain an SC clearance.

About Us

The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme.

At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

We are committed to the health and well-being of our employees. Flexible working and social activities are embedded in our culture to create a positive work-life balance, along with a broad range of rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process.