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    • Interest-free travel loan for train and car park season tickets.
    • 75% off leisure train tickets for you and your dependents (subject to T&Cs).
    • We have Part Time (16 & 24hrs) roles available.
    • Shift times will vary beetween 6:00am & 5:00pm including occasional weekends.
    • Discounted Meal while on shifts.
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    • Hours per week: 24 to 32 hours per week.
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    • Shift pattern: 6am to 1pm/weekend/15:00 to 23:00.
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    • Significant staff discount rates when staying at one of our 60 hotels in the UK.
    • 50% discount off food and drink if staying at one of our hotels.
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    • Full-time hours (37 across Monday - Friday).
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    • The role is full-time and initially an 18-month fixed-term contract.
    • The role can be a flexible hybrid role with our Support Centre based in Kearsley, M26 1GG.
    • Hybrid working arrangements 2 days in the office 3 days working from home.
    • This role is a central point for the ESG function, you will be working across…
    • With an onsite mini market shop and casual seating space inside and outside (for the sunnier days).
    • 22 days holiday + bank holidays.
    • With an onsite mini market shop and casual seating space inside and outside (for the sunnier days).
    • Holidays rising to 27 days per year with service (plus bank…
    • You’ll be joining our Transformation department within our office called Support Centre, which is in Greater Manchester (M26 1GG).
    • When based in the Support Centre, you will benefit from free onsite parking, and Kearsley train station is just a short walk away.

Job Post Details

Network Rail logo

Incident 24 x 7 Analyst - job post

Network Rail
3.6 out of 5 stars
Manchester•Hybrid work
£31,114 a year - Permanent, Full-time
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Job details

Pay

  • £31,114 a year

Job type

  • Permanent
  • Full-time

Shift and schedule

  • 12 hour shift

Location

Manchester•Hybrid work

Benefits

Pulled from the full job description

  • Annual leave
  • Free parking
  • Company pension
  • Paid volunteer time

Full job description

Who We Are

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)

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 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.

Your experience and skills

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

Additional Information¿

Contact: mark.powell4@networkrail.co.uk If you have any questions or reasonable adjustments.

#LI-SB1

Key Information

Vacancy Details

Number of Positions:
1
Contract Type:
Permanent
Hours:
Full Time
Salary:
£31,114
Location:
Manchester Square One, Manchester
Geographical Area:
North West England
Closing Date:
20-JUL-2026
Job Category:
Digital Data and Technology
Function:
Route Services
Asset:
DDaT IT Operations
Organisation:
IS Service Ops - Incident Management (807595) G1

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