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. You can visit Evenbreaks Career Hive for advice on accessibility support.
If you're ready to make a real difference, we'd love to hear from you!
Some of our great benefits:
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¿.
Vacancy Details
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
Band & Salary: Band 5, £31,114 (plus 20% shift allowance)
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.
