Incident 24 x 7 Analyst

To provide technical resolution and management of customer incidents, with priority on high severity incidents, in line with defined problem and incident management processes. Provide input into documented improvements in knowledge and support processes for all areas of the Service Operations.

What will you be doing?

· As a priority, operate and maintain incident and problem management processes and procedures in line with accepted industry best practice and Network Rail operations and manage high severity incidents and problems to initiate preventative measures, identifying and investigating suspect software and other components.

· Provide first and second level support/ management for IT related incidents and requests, adhering to agreed business service levels.

· Recognise and escalate incidents such as when elements are approaching capacity to enable prompt action from Incident & Problem Management as appropriate with a high level of accuracy using Service Management tools. Highlight where processes have failed and take effective action in compliance with established procedures.

· Monitor 2^nd line support queues and operate ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.

· Pro-actively document and fill gaps in processes, knowledge and tools, and make recommendations for improvement. Implement where possible.

· Provide technical guidance and input to all teams within Service Operations and act as project resource when requested

· Assist with other areas of Service Operations support workload as dictated by Service Operations KPI’s.

· Manage, maintain and improve Service Operations associated services including Service Operations’ telephony system and associated services.

· 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

We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.

Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!, 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., 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

About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.

We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

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….