Service Operations Analyst

About the role

Key responsibilities

• Manage monitoring of services, networks, and applications and ensure timely responses to events, alerts, and incidents.
• Coordinate incident investigations, escalations, and service restoration.
• Lead change enablement by ensuring requests are assessed, reviewed, and implemented appropriately.
• Manage service requests, user access controls, and operational administration.
• Maintain and improve asset, configuration, and service management processes and records.
• Coordinate backup, software maintenance, and configuration activities for service availability and resilience.
• Drive compliance with operational, security, and cyber requirements.
• Contribute to continuous improvement of ITSM and ITIL-aligned operational processes.

Essential requirements

• Experience in service operations, IT, or technical support, supporting incident, change, and service request management.
• Experience coordinating Help Desk, Service Desk, or first-line support activities.
• Knowledge of ITIL principles and service management best practice.
• Experience with ITSM and operational tools such as ServiceNow, Jira, Remedy, Zabbix, or similar.
• Education and/or qualifications in IT, Computer Science, Engineering, or a related discipline.

Desirable qualifications

• Familiarity with asset, configuration, or documentation management processes.
• Understanding of network and telecommunications technologies, standards, and protocols.
• Experience supporting cybersecurity, event monitoring, or incident response.
• Experience contributing to operational process improvement and service maturity initiatives.

Security clearance

About NPL