24/7 Telecoms Incident Analyst

Network Rail; Doncaster; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Maternity/paternity leave

Hybrid working

Annual leave 28 days

Station discounts

Defined benefit pension

Train tickets discount

Travel loan

Volunteer leave

Job summary

Network Rail is seeking an Incident Analyst within the DDaT Telecoms Operations to prioritise faults, coordinate internal teams and third-party suppliers, and provide regular updates to senior stakeholders. This role emphasizes safety, fatigue monitoring, and efficient fault resolution in a complex rail network.

You will maintain incident records, manage access to telecom sites, and ensure timely communications during critical events, including out-of-hours responsibilities as required.

Qualifications

• Experience in Operational Telecoms.
• Ability to respond to emergencies safely and effectively.
• Strong customer focus with rapport-building.
• Excellent written and verbal communication.
• Experience in a Rail Operations environment is preferred.

Responsibilities

• Provide Tier 1 incident management coordinating internal resolver teams and third-party suppliers to restore telecom services within agreed timescales.
• Lead communications for all priority incidents with clear, timely updates to customers and senior management.
• Undertake out-of-hours responsibilities supporting Operations by directing fault resolution with Route Telecom teams.
• Monitor engineer fatigue and escalation processes outside normal hours.
• Produce and distribute daily State of Readiness reports to key stakeholders.
• Facilitate access to Network Rail Telecom sites and ensure accurate recording in systems.
• Maintain timely updates across incident management systems and databases.

Skills

Operational Telecoms

Emergency response

Customer focus

Communication

IT skills

24/7 shift knowledge

ITIL knowledge

Rail Operations experience

Telecom/IP knowledge

Education

ITIL Foundation Certification

Tools

CRM systems

Job description

Network Rail is seeking an Incident Analyst within the DDaT Telecoms Operations to prioritise faults, coordinate internal teams and third-party suppliers, and provide regular updates to senior stakeholders. This role emphasizes safety, fatigue monitoring, and efficient fault resolution in a complex rail network.

You will maintain incident records, manage access to telecom sites, and ensure timely communications during critical events, including out-of-hours responsibilities as required.