Incident 24 x 7 Analyst

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.

Who are we looking for?

• Lead the operation and continual improvement of Incident and Problem Management processes, aligned to industry best practice and Network Rail standards. Take ownership of high-severity incidents, driving root cause analysis and preventative actions, including investigation of software and system components.

• Deliver first- and second-line support for IT incidents and service requests, ensuring all activities meet agreed service levels and performance targets.

• Accurately identify, prioritise, and escalate incidents ¿ including capacity risks ¿ using Service Management tools. Proactively highlight process failures and take corrective action in line with established procedures.

• Monitor and manage second-line support queues, ensuring tickets are effectively allocated, reviewed, and resolved in accordance with documented guidelines.

• Continuously improve service delivery by documenting processes, closing knowledge gaps, and recommending enhancements to tools and ways of working ¿ implementing improvements where possible.

• Provide technical expertise and guidance across Service Operations teams, and contribute to project delivery as required.

• Support wider Service Operations workload in line with team KPIs and business priorities.

• Manage and enhance Service Operations services, including telephony systems and associated infrastructure.

• Demonstrable experience of managing high-severity incidents, in line with ITIL processes
• Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange and Office productivity suite of applications.
• Good working knowledge of mobile hand-held technologies including Apple IOS devices.
• Excellent technical skills gained with relevant experience in a service support function, including supporting bespoke software, with emphasis on supporting out-of-hours services
• Self-starter requiring little supervision in order to achieve productivity and service targets.
• Highly effective communicator with outstanding customer service skills and the ability to influence outside own team.
• Outstanding problem-solving skills.
• Highly collaborative, pro-actively taking the initiative to support colleagues and fill knowledge and process gaps.
• Committed to personal development and self improvement.
• Role model exceptional customer service to both internal and external customers.

Desirable

• ITIL Foundation
• Microsoft/Oracle accredited in relevant disciplines
• Good working knowledge of networking and protocols
• Understanding of other Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
• Understanding of Voice over IP telephony and contact centre systems.
• Experience of Oracle Database structure
• Experience of SQL language
• Experience of developing tools and utilities using Microsoft VBA
• Good network and infrastructure knowledge
• Experience of using and developing reports in Oracle Discoverer, Business Objects or similar equivalent solutions
• Experience of mainframe systems Ability to adapt readily to changing work and responsibilities

Pulled from the full job description

• Annual leave
• Free parking
• Company pension
• Paid volunteer time, * We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Flexible/hybrid working arrangements considered
• Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell daysDiscounts at selected stations with your Network Rail pass
• Defined benefit pension scheme
• 75% off leisure train tickets for you and your dependents (subject to T&Cs)
• Interest-free travel loan for train and car park season tickets
• Volunteer leave to make a positive impact

Plus more¿.