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About Network Rail
Join Our Team at Network Rail!
Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others. 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. 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!
Brief Description
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 are 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.
About the role (External)
Main responsibilities:
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 2nd 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 KPIs.
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.
Company
Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.
From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.
We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities. As the railway becomes bigger and more technologically advanced, it’s crucial that our employees have the right skills to develop their careers and meet the challenges ahead.
We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.
We also know that it’s vital to get each individual’s training programme just right. As well as helping us to meet our immediate needs, we believe this is an approach that encourages people to stay with us and develop their careers.
Your health, wellbeing and benefits
We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe, that should come first.
We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.
We have a range of benefits including:
* 28 days annual leave entitlement.
* My benefits – Our discounted online shopping site.
* A range of discounted offers including, childcare vouchers, Healthcare offers – cycle to work, healthcare club discounted membership and other benefits.
* Subsidies of up to 75% on rail and underground season tickets.
* A range of pension schemes.
* 2 weeks paid reserve leave for our Armed Forces community.
What Diversity and Inclusion means to us
‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.
Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.
Disability Confident Leader
Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.
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