Incident Support Controller

Basingstoke, GB

SH Head of Control G1

Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. Watch our video to find out more

We're continuing to build a diverse organisation which is representative of the people we serve. We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone. To learn why inclusion is important to us, please click here.

About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone

We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.

We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

Manage all incidents, accidents and emergencies affecting the operational railway in liaison with colleagues in Network Rail, customer organisations and other agencies.

Co-ordinate the response to all infrastructure and operational incidents including recovery of normal train service and input to and management of relevant information and communication systems.

Develop on an ongoing basis, good working relationships with Network Rail staff, train operators, contractors and other key industry partners to deliver an effective response to and minimise the impact of any disruption.

As part of the Route Control Team, you'll manage operational incidents that affect the route, ensuring that these are managed in a safe, effective and timely manner. If a situation arises you'll be responsible for leading internal and external affected parties so that the network operation is re-established successfully and the impact on train passengers and freight operations are minimised.

Key Accountabilities

• Work during both normal train running and disruptive events, to deliver the optimum service that meets the differing needs of the rail industry and customers.

• Manage the call out and co-ordinate the activities of response staff including maintenance, operations, train operator, contractors, emergency services and other key industry partners and agencies, in response to an incident or event, including escalation of such incidents as necessary, to achieve safe and speedy recovery as highlighted in the Service Specification.

• Disseminate accurate, concise and timely information, in accordance with NR and TOC company standards and statutory requirements, to train operator staff, Network Rail, passengers and other Railway Group members relating to incidents.

• Maintain a daily log of all notable operational safety, infrastructure and performance events, using the available systems in accordance with the relevant company standards and instructions.

• Responsible for the identification and classification of infrastructure failures including the management and input to FMS and other systems as appropriate.

• Responsible for the co-ordination of short notice variation to possession and isolation plans and for the design and co-ordinated implementation of temporary and emergency speed restrictions.

• Actively manage information arising from remote condition monitoring equipment including the call out and co-ordination of appropriate staff and recording of information to deliver a prompt response to alerts.

• Work closely in support of the Network Delivery Manager and Train Running Controller in the development of emergency plans and resources for response to major incidents.

• Assist the Train Running Controller with VSTP train movements.

• Assist the Network Delivery Manager in setting up 'gold command' /Incident Room in times of disruption.

Essential criteria

• Knowledge and demonstrable experience of operating procedures, rules and regulations.

• Experience within a control environment, area operations or infrastructure role.

• Understanding of fault management procedures.

• Good geographical and organisational knowledge of applicable ICC controlled area.

• Demonstrable skill in the use of Microsoft Office package and Control specific software e.g. CCF, TMIS, P2v2, TRUST, TRUST DA, TOPS, FMS, Nexus Alpha and Alpha Page or other communications/ pager system.

• Working knowledge of the NRN system and its correct use.

• Knowledge of Train Operating Companies within the route.

• Good team working skills and ability to make objective decisions.

• Able to influence others and work under pressure.

• Understanding of commercial/ business picture within Network Rail and TOC's

Desirable criteria

• Geographical knowledge of adjoining Routes

Salary: £63693

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Closing date:2nd January 2026

Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted.

Please note the recruitment process for this role is a Competency based interview.

We're dedicated to creating an inclusive environment and we welcome applications from everyone

Network Rail is a Disability Confident Leader and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. You can visitEvenbreak's Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

Keeping people safe on the railway is at the heart of everything we do. Safe behaviour is therefore a requirement of working for Network Rail. You should demonstrate your personal dedication to safety on your application.

Drugs and Alcohol Standard

All successful candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.