Incident Manager 24x7

On behalf of Network Rail, we are looking for an Incident Manager 24x7 (inside IR35) for a 6 month contract based REMOTELY, (once a month Manchester).

To provide technical resolution and management of customer incidents, with priority on high severity incidents, in line with defined problem and incident management processes. Provide input into documented improvements in knowledge and support processes for all areas of the Service Operations

Key Accountabilities
. As a priority, operate and maintain incident and problem management processes and procedures in line with accepted industry best practice and Network Rail operations and manage high severity incidents and problems to initiate preventative measures, identifying and investigating suspect software and other components.
. Provide first and second level support/management for IT related incidents and requests, adhering to agreed business service levels.
. Recognise and escalate incidents such as when elements are approaching capacity to enable prompt action from Incident & Problem Management as appropriate with a high level of accuracy using Service Management tools. Highlight where processes have failed and take effective action in compliance with established procedures.
. Monitor 2nd line support queues and operate ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.
. Pro-actively document and fill gaps in processes, knowledge and tools, and make recommendations for improvement. Implement where possible.
. Provide technical guidance and input to all teams within Service Operations and act as project resource when requested
. Assist with other areas of Service Operations support workload as dictated by Service Operations KPI's.
. Manage, maintain and improve Service Operations associated services including Service Operations' telephony system and associated services

Job Skills, Experience and Qualifications

Essential
. Demonstrable experience of managing high-severity incidents, in line with ITIL processes
. Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange and Office productivity suite of applications.
. Good working knowledge of mobile hand-held technologies including Apple IOS devices.
. Excellent technical skills gained with relevant experience in a service support function, including supporting bespoke software, with emphasis on supporting out-of-hours services
. Self-starter requiring little supervision in order to achieve productivity and service targets.
. Highly effective communicator with outstanding customer service skills and the ability to influence outside own team.
. Outstanding problem-solving skills.
. Highly collaborative, pro-actively taking the initiative to support colleagues and fill knowledge and process gaps.
. Role model exceptional customer service to both internal and external customers.

Desirable
. ITIL Foundation
. Microsoft/Oracle accredited in relevant disciplines
. Good working knowledge of networking and protocols
. Understanding of other Service Management disciplines (eg configuration, change, problem, operations, capacity, availability, performance etc.)
. Understanding of Voice Over IP telephony and contact centre systems.
. Experience of Oracle Database structure
. Experience of SQL language
. Experience of developing tools and utilities using Microsoft VBA
. Good network and infrastructure knowledge
. Experience of using and developing reports in Oracle Discoverer, Business Objects or similar equivalent solutions
. Experience of Mainframe systems
. Ability to adapt readily to changing work and responsibilities

Please be aware that this role can only be worked within the UK and not Overseas.

Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.