Incident Support Controller

Incident Support Controller

**Location**:
Swindon, GB

**Department Name**:
Wales & Western Region

**About Network Rail**:
At Network Rail, we’re part of a large family serving millions of passengers and freight users throughout the UK every day. Our service impacts millions of people and we strive to become more efficient as we enhance, maintain and operate our network.

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. When you're part of our team, you matter to us and you matter to millions. Watch our video to find out more

The Wales & Western region includes more than 2,700 miles of railway and we serve communities and businesses of Wales, the Thames Valley, West of England and the Southwest Peninsula.

Our ambition to be responsive to passengers and freight users drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

**About our people and the recruitment process**:

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.

In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.

**Brief Description**:
We are looking for 6 new Incident Support Controllers to bolster our existing Incident Control team to support the day-to-day smooth response to maintenance on the Western Route network. This role also provides infrastructure support to ensure early and effective response to incidents such as extreme weather.

We’re looking for a problem solver: someone that can understand the route and can knit information together to see how situations can have a knock-on effect down the line. You will be proactive and able to follow things up to ensure they are completed and closed out. An engineering background or good knowledge of railway signalling engineering will be a huge advantage.

**About the role (External)**:
**A snapshot of the responsibilities**:
1. Support the work of the Incident Controller during both normal train running and disruptive events, to deliver the optimum service that meets the differing needs of the rail industry and customers.
2. Manage the faulting and repair of infrastructure assets including identification, coding, prioritisation, action and conclusion.
3. Call out and co-ordinate, as directed by the Incident Controller, the activities of response staff including maintenance, operations, train operator, contractors, emergency services in response to an incident or event, to achieve safe and speedy recovery from incidents.
4. Co-ordinate the provision of emergency speed restrictions (ESRs), urgent unplanned possession and isolation requests and manage alterations to planned possessions.
5. Liaise with on-site staff to monitor ongoing possessions including the provision and movement of engineering trains, on track machines and plant where problems arise.
6. Monitor information arising from remote condition monitoring equipment, prioritising response, including the call out and co-ordination of appropriate staff and recording of information to deliver a prompt response to alerts.
7. Carry out fault management system and other defined checking procedures.
8. Disseminate accurate, concise and timely information, in accordance with company standards and statutory requirements, to train operator staff, Network Rail, passengers and other Railway Group members relating to incidents.
9. Input to the daily log, safety, infrastructure and performance events, as directed by the Incident Controller in accordance with the relevant company standards and instructions.
10. Produce reports and supporting data to agreed specifications and co-ordinate the provision of other necessary control information to defined timescales.

**What we are looking for**:
Essential
- Appreciation of signalling, Permanent Way (Pway) and electrification disciplines
- Experience within a fault management, maintenance, operations or rail industry control environment
- Knowledge and demonstrable experience of operating procedures, rules and regulations
- Demonstrable skill in the use of Microsoft Office package and Control specific software e.g., FMS, MIMS, TRUST, TRUST DA and communications systems
- 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

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