Network Support Engineer

3 weeks ago

Doncaster, United Kingdom Network Rail Full time

Brief Description

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.

Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years

Working as part of a small tier 3 team to identify and resolve complex voice network failures. This includes service affecting faults and issues relating to voice services. Accept escalated failures from tier 2 colleagues and owning them from triage to resolution. Deliver proactive support to maximise voice service availability. Contribute to the planning and implementation of preventative maintenance of voice systems. Manage voice risks and problem tickets. The role is safety critical and is subject to Network Rails drugs and alcohol policy.

About the role (External)

Diagnose and formulate resolutions to complex incidents and collaborate with all necessary support teams in order to restore service within Service Level Agreements (SLAs) and minimise the impact to the customer. Provide regular updates on the ticketing system with all actions taken in the resolution of assigned complex incidents, in order to facilitate updates to the customer and track incidents through to resolution. Collaborate with relevant teams across all functions and participate in troubleshooting efforts between departments and vendors, in order to co-ordinate and implement effective service restoration and maximise service availability. Contribute to the planning and implementation of preventative maintenance of systems, including performing activities such as monitoring, troubleshooting, backup & restore to improve system/application performance and minimise outages to the Voice services. Review, accept and perform modifications or enhancements to the technology sub-system hardware and software, using agreed Methods of Procedure (MOPs) so that systems can be maintained. Produce and maintain documented operational procedures for all network environments and in-scope applications to enable new services to be introduced into maintenance. Perform the recovery of the systems and applications during a disaster recovery (DR) invocation and regularly test scenarios related to the DR procedure to restore service with minimal impact on service availability and customer experience.  Produce and deliver training and knowledge transfer and ongoing support to the Network Management Centre (NMC) to improve capabilities. Provide Subject Matter Expert (SME) input to project and change related activities within the technical discipline of Voice, in order to deliver a service that is operational and maintainable. Provide an escalation point for the NMC, as part of a 24/7 operation, to perform the duties of the Technical Person in Charge (TPIC), during major incidents, in order to develop a clear restoration plan and mitigate the risk to service availability.

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