Incident Analyst

About Us

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. We’re committed to creating a diverse, inclusive workplace that reflects the communities we serve. 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!

Our Benefits

• 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 dependent), with the option to buy/sell days.
• Discounts 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…

About the Role

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 partners with modern and transformative technology. From the day-to-day IT operations that keep 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.

Who Are We Looking For?

Our role is to prioritise and allocate incoming faults to the correct NR technicians or 3rd party contractors. Once the fault has been allocated, the fault is then chased and escalated accordingly. We provide communications to Senior/Route Managers & relevant parties on a regular basis. This will include the severity of the fault & how this is affecting service. Updates are provided until the fault is resolved or a work around has been implemented to ensure it is no longer service affecting. The Incident Analysts carry out fatigue management to all NR Telecoms technicians working beyond standard working hours, to ensure they are safe at all times.

• Provide Tier 1 incident management, coordinating internal resolver teams and third-party suppliers to restore telecom services within agreed timescales.
• Lead communications for all priority incidents, ensuring clear, timely updates to customers, resolver groups, and senior management.
• Undertake out-of-hours National Section Manager responsibilities, supporting Network Rail Operations by directing and managing fault resolution activities with Route Telecom teams.
• Monitor and manage engineer fatigue and exceedance processes outside of normal hours, escalating staffing concerns to Route on-call managers as required.
• Produce and distribute daily State of Readiness reports to key stakeholders.
• Facilitate and control access to Network Rail Telecom sites, ensuring all requests are validated and accurately recorded in the relevant systems.
• Maintain accurate, timely updates across all incident management systems and databases.

Your Experience and Skills

Essential

• Knowledge of Operational Telecoms.
• Able to react to emergency situations safely and effectively.
• Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time.
• Excellent written and verbal communication skills with attention to detail.
• Demonstrable experience of strong customer focus with the ability to build rapport and maintain customer confidence.
• Excellent listening and questioning skills to ensure a customer’s problem is fully understood.
• Good IT and keyboard skills.
• Able to work 24/7 shift pattern including Bank Holidays.
• Hold or be willing to actively work towards attainment of competencies such as and not limited to ITIL Foundation Certification.

Desirable

• Relevant experience in a Rail Operations environment.
• Telecom / IP technical knowledge.
• ITIL knowledge.
• Experience working within a 24/7 service desk environment.