About Network Rail

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

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....

Brief Description

Embed the Route Services approach video using the video icon in text box - https://vimeo.com/568843620

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.

Click 'apply for this job' to apply.If you would like to speak the Resourcing Team, please contact mark.powell4@networkrail.co.uk

About the role (External)

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.

The ideal candidate

Meet the essential criteria/ Apply today to join our team!

Essential

• 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

How to apply (External)

Vacancy type: Permanent, Working on a 24x7 shift pattern which covers a 12-week period; the role is accompanied with a shift allowance to accommodate unsociable working.

Location: Manchester Square One

Closing date: 30th April 2025

Interviews: from the 12th May 2025

Band & Salary: Band 5, £29,775 (plus 20% shift allowance)

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

Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist.

Network Rail operates, maintains and develops Britain's railway infrastructure managing 20,000 miles of track, 30,000 bridges, tunnels and viaducts and thousands of signals, level crossings and stations.