IT Analyst (Incident Management)
Location
Manchester, GB
Department Name
IS Service Ops - Incident Management G1
About Network Rail
Join Network Rail - Where People and Connections Matter
If you're ready to make a real difference, we'd love to hear from you
We offer excellent benefits, including:
Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
Defined benefit pension scheme.
75% subsidy on rail and underground season tickets.
Up to 75% off leisure travel.
Interest-free travel loan for train and car park season tickets.
Discounts at stations with your Network Rail pass.
Flexible/hybrid working arrangements.
Volunteer leave to make a positive impact.
Healthcare Scheme, GymPass discounts, Cycle to work plus more.
We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
Plus, more
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 partners with modern and transformative technology. From the day-to-day IT & Telecoms 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.
About the role (External)
BRIEF DESCRIPTION
The role of an IT Analyst is to operate the ITSS Incident Management process throughout the lifecycle of incidents and requests, from the point of classification to resolution; including prioritisation and initiation of action, documentation of workarounds and/ or implementation of resolutions.
What will you be doing?
* Analyse incident data to identify trends and potential areas for investigation; initiating Major incidents where required with a view to minimising incident downtime.
* Assign incidents and requests for information with the correct priority so that investigations can take place based on business impact and criticality.
* Drive incident and request resolution by following agreed procedures for support queues applying Incident Management processes with an aim to restore service at the earliest opportunity.
* Monitor the implementation of agreed resolutions in liaison with the Service Desk, Change Management and other ITIL functions to confirm full service has been restored.
* Distribute regular incident communications including workarounds and updates, to key stakeholders and senior management throughout the lifecycle of a Major Incident so that all relevant parties are aware of the business impact.
* Contribute at regular meetings using existing internal and external relationships to discuss outstanding issues and prioritisation with a view to resolving incidents as quickly as possible.
* Develop and produce management information to communicate volumes of high severity incidents, including key suppliers results and performance against service levels.
* Supply feedback to Managers for Incident/ Problem Reviews as required with a view to improving the Incident Management Process.
The ideal candidate
Meet the essential criteria/ Apply today to join our team
Essential
* Foundation Certificate in IT Service Management.
* Excellent data analysis skills.
* Good written and verbal communication skills.
* Ability to take ownership and solve problems independently.
* Good organisational and prioritisation skills.
* Capable of absorbing data from various sources and making accurate judgment-based decisions.
* Skilled in the use of incident and problem management tools for the recording, progressing, and reporting of incidents.
* Knowledge of Service Management disciplines within the IT arena.
* Good team worker with the ability to influence Senior Managers.
Vacancy type: Permanent role, 35 hours per week, Hybrid working of 3 days in the office.
Location: Manchester Square One
Closing date: 1st October 2025
Interviews will take from: 8th October 2025
Band & Salary: Band 5 £28,737
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link
Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist
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IT Analyst (Incident Management)
Location
Manchester, GB
Department Name
IS Service Ops - Incident Management G1
About Network Rail
Join Network Rail - Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.
If you're ready to make a real difference, we'd love to hear from you
We offer excellent benefits, including:
Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
Defined benefit pension scheme.
75% subsidy on rail and underground season tickets.
Up to 75% off leisure travel.
Interest-free travel loan for train and car park season tickets.
Discounts at stations with your Network Rail pass.
Flexible/hybrid working arrangements.
Volunteer leave to make a positive impact.
Healthcare Scheme, GymPass discounts, Cycle to work plus more.
We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
Plus, more
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 partners with modern and transformative technology. From the day-to-day IT & Telecoms 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.
About the role (External)
BRIEF DESCRIPTION
The role of an IT Analyst is to operate the ITSS Incident Management process throughout the lifecycle of incidents and requests, from the point of classification to resolution; including prioritisation and initiation of action, documentation of workarounds and/ or implementation of resolutions.
What will you be doing?
* Analyse incident data to identify trends and potential areas for investigation; initiating Major incidents where required with a view to minimising incident downtime.
* Assign incidents and requests for information with the correct priority so that investigations can take place based on business impact and criticality.
* Drive incident and request resolution by following agreed procedures for support queues applying Incident Management processes with an aim to restore service at the earliest opportunity.
* Monitor the implementation of agreed resolutions in liaison with the Service Desk, Change Management and other ITIL functions to confirm full service has been restored.
* Distribute regular incident communications including workarounds and updates, to key stakeholders and senior management throughout the lifecycle of a Major Incident so that all relevant parties are aware of the business impact.
* Contribute at regular meetings using existing internal and external relationships to discuss outstanding issues and prioritisation with a view to resolving incidents as quickly as possible.
* Develop and produce management information to communicate volumes of high severity incidents, including key suppliers results and performance against service levels.
* Supply feedback to Managers for Incident/ Problem Reviews as required with a view to improving the Incident Management Process.
The ideal candidate
Meet the essential criteria/ Apply today to join our team
Essential
* Foundation Certificate in IT Service Management.
* Excellent data analysis skills.
* Good written and verbal communication skills.
* Ability to take ownership and solve problems independently.
* Good organisational and prioritisation skills.
* Capable of absorbing data from various sources and making accurate judgment-based decisions.
* Skilled in the use of incident and problem management tools for the recording, progressing, and reporting of incidents.
* Knowledge of Service Management disciplines within the IT arena.
* Good team worker with the ability to influence Senior Managers.
How to apply (External)
Vacancy type: Permanent role, 35 hours per week, Hybrid working of 3 days in the office.
Location: Manchester Square One
Closing date: 1st October 2025
Interviews will take from: 8th October 2025
Band & Salary: Band 5 £28,737
We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link
Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist
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