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Incident Resolution Specialist

2 months ago

Manchester, United Kingdom Network Rail Full time

About the Role

This is an exciting opportunity to join Network Rail's Digital, Data, and Technology (DDaT) directorate as a Technical Support Analyst. As a key member of the Service Operations team, you will play a critical role in ensuring the smooth operation of our national railway's IT systems.

Main Responsibilities

As a Technical Support Analyst, you will be responsible for:

  • Providing technical resolution and management of customer incidents, with a focus on high-severity incidents, in line with defined problem and incident management processes.
  • Providing input into documented improvements in knowledge and support processes for all areas of the Service Operations.
  • Operating and maintaining incident and problem management processes and procedures in line with accepted industry best practice and Network Rail operations.
  • Managing high-severity incidents and problems to initiate preventative measures, identifying and investigating suspect software and other components.
  • Providing first and second-level support/management for IT-related incidents and requests, adhering to agreed business service levels.
  • Recognizing and escalating incidents, such as when elements are approaching capacity, to enable prompt action from Incident & Problem Management as appropriate.
  • Monitoring 2nd line support queues and operating ticket allocation, vetting, and resolution in accordance with documented guidelines.
  • Pro-actively documenting and filling gaps in processes, knowledge, and tools, and making recommendations for improvement.
  • Providing technical guidance and input to all teams within Service Operations and acting as a project resource when requested.
  • Assisting with other areas of Service Operations support workload as dictated by Service Operations KPIs.
  • Managing, maintaining, and improving Service Operations-associated services, including Service Operations' telephony system and associated services.

Requirements

To be successful in this role, you will need to have:

  • 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 an emphasis on supporting out-of-hours services.
  • Self-starter requiring little supervision to achieve productivity and service targets.
  • Highly effective communicator with outstanding customer service skills and the ability to influence outside of your 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 Qualifications

The following qualifications are desirable but not essential:

  • 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.