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Network Support Engineer

2 months ago

Manchester, 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

We are a third line IP network support team providing an escalation point for complex incidents on Network Rail’s Telecom networks. This includes an IP/MPLS core and access network, an enterprise ‘corporate’ network, firewalls, and WiFi network. The right candidate needs to have an ambition to achieve broad range of IP networking skills, have an interest in exploring service provider, enterprise networking, security and wireless. The ideal candidate would have exposure to troubleshooting complex issues in at least one of the technology areas with a solid foundation in general IP networking. Relevant CCNP level qualification would also bring value in showing that the candidate has the foundation knowledge required, and the willingness and commitment to furthering their learning. 

About the role (External)

To identify and resolve complex network- and service-affecting faults and issues relating to the IP network and deliver proactive support to maximise IP service availability

What will you be doing?

·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 of NMS’, troubleshooting, backup & restore to improve system/application performance and minimise outages to the IP 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 workshops to transfer knowledge and ongoing support to the Network Management Centre (NMC) to improve capabilities.

·Provide operational technical input to project and change related activities within the technical discipline of IP, 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 Lead within the technical discipline of IP during major incidents, in order to develop a clear restoration plan and mitigate the risk to service availability