Incident Analyst
Job Introduction
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.
As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.
Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!
Main Responsibility
Provide 24/7 Service Desk incident management for all live services hosted by Network Rail Telecoms. The role involves liaising with multiple functions across Network Rail and providing notifications to the business for high impact telecom failures.
- To provide tier 1 incident management to progress and coordinate resolver teams, (including third parties), to restore telecom services in a timely manner
- Own communications to Customers, Resolvers and Senior Managers for all priority incidents.
- Provide out of hours National Section Manager duties to Network Rail Operations, by tasking and managing fault progression with Route Telecom staff.
- Manage engineer fatigue and exceedance processes out of hours. Escalate staffing issues to Route on-call Managers as necessary.
- Produce and distribute daily State of Readiness reports to stakeholders.
- Provide access to Network Rail Telecom sites. All access requests are validated and recorded in the appropriate database.
- Provide accurate and timely updates in all relevant incident management databases
The Ideal Candidate
What essential skills and experiences are required?
Essential
- Knowledge of Operational Telecoms
- Able to react to emergency situations safely and effectively.
- Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time.
- Excellent written and verbal communication skills with attention to detail.
- Demonstrable experience of strong customer focus with the ability to build rapport and maintain customer confidence.
- Excellent listening and questioning skills to ensure a customer’s problem is fully understood.
- Good IT and keyboard skills.
- Able to work 24/7 shift pattern including Bank Holidays.
- Hold or be willing to actively work towards attainment of competencies such as and not limited to ITIL Foundation Certification.
Desirable
- Relevant experience in a Rail Operations environment
- Telecom / IP technical knowledge
- ITIL knowledge
- Experience working within a 24/7 service desk environment
Who we are looking for?
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link
Package Description
Vacancy type: Permanent, 35 hours per week, 24/7 Shift Rota (Days & Nights)
Location: Doncaster Carolina Court
Closing date: 12th July 2024
Interviews will take place Face to Face
Band 5: £34,320 Per Annum plus 15% Shift Allowance
About the Company
We’re an organisation where people matter. We matter to millions.
We offer excellent benefits, including:
Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
✨ Defined benefit pension scheme.
75% subsidy on rail and underground season tickets.
Up to 75% off leisure travel.
️ Interest-free travel loan for train and car park season tickets.
Discounts at stations with your Network Rail pass.
Flexible/hybrid working arrangements.
️ Volunteer leave to make a positive impact.
❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.
We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
Plus, more….
Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.
We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information
Network Rail Infrastructure Ltd