Incident and Problem Resolution Specialist

1 month ago


Manchester, United Kingdom Network Rail Full time

At Network Rail, we're at the forefront of digital transformation in the railway industry. As an Incident and Problem Resolution Specialist, you'll play a crucial role in ensuring our services run smoothly and efficiently.

About the Role

As a key member of our Digital, Data, and Technology (DDaT) directorate, you'll be responsible for managing incidents and problems from classification to resolution. This includes prioritization, documentation of root causes, and implementation of resolutions. You'll also produce management information to underpin our incident and problem management processes.

Your Key Responsibilities

  • Analyse incident data to identify trends and potential areas for further investigation, initiating investigations where required.
  • Assign all problems with the correct priority to enable investigations to take place based on business impact and criticality.
  • Drive root cause analysis and problem resolution through effective collaboration with subject matter experts and ITIL functions.
  • Communicate existing investigations, available workarounds for unresolved problems/known errors, and closure details to the appropriate audience.
  • Confirm that existing problems and known errors in systems and services being brought into production are understood and managed in the same way as those arising from operational incidents.
  • Build peer-to-peer relationships across ITSS and with Suppliers to ensure day-to-day issues are effectively communicated and escalated where appropriate.
  • Develop and produce management information to communicate volumes of high-severity incidents, problem trends, results, and performance against service levels.
  • Contribute at regular meetings to discuss outstanding issues, problem records, and prioritization.
  • Support Managers across GBS with Incident Reviews/Problem Reviews/Service Reviews as required.

About You

We're looking for a skilled and experienced professional who can bring their expertise to our team. If you have a passion for problem-solving and a strong understanding of ITIL principles, we'd love to hear from you.



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