Incident Analyst
Role Overview
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Key Skills for This Role
Full Job Posting
About Network Rail
Network Rail works to keep passengers and freight moving safely and efficiently.
The role sits within the Digital, Data and Technology directorate, supporting railway operations and technology delivery.
Role responsibilities
- Prioritise incoming faults and allocate them to Network Rail technicians or third-party contractors; chase and escalate faults.
- Coordinate Tier 1 incidents and resolver teams and suppliers to restore telecom services within agreed timescales.
- Lead priority-incident communications, updating customers, resolver groups and senior management.
- Provide regular fault-severity and service-impact updates to senior and route managers and relevant parties.
- Direct out-of-hours fault resolution with Route Telecom teams as National Section Manager.
- Monitor technician fatigue and exceedance outside normal hours and escalate staffing concerns.
- Produce daily State of Readiness reports; validate and record telecom-site access requests.
- Maintain accurate incident-system and database updates.
Essential experience and skills
- Knowledge of operational telecoms.
- React safely and effectively to emergencies.
- Self-motivated and able to concentrate on complex customer problems for extended periods.
- Excellent written and verbal communication, attention to detail, customer focus, listening and questioning skills.
- Good IT and keyboard skills.
- Available to work a 24/7 shift pattern, including bank holidays.
Benefits
- Flexible or hybrid working arrangements may be considered.
- Benefits include annual leave, pension, travel discounts and a travel loan; some benefits depend on the role.
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