Duty Operations Manager: Network & Incident Leader

Hitachi Automotive Systems Americas, Inc.; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Training opportunities

Job summary

Hitachi Rail GTS UK Limited in London is seeking a Duty Operations Manager to oversee the live Network Operations and ensure continuous service for Connect users. You will lead a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators, driving incident management and fault resolution with a strong focus on safety and customer satisfaction.

The role requires hands‑on leadership, real‑time decision making, and cross‑functional coordination to meet SLAs and performance

Qualifications

• Experience in incident and major incident management.
• Strong leadership and coaching abilities.
• Excellent stakeholder management and communication skills.
• ITIL, SLA, and service management expertise.
• Ability to perform operational decision‑making and escalation.
• Experience with incident, problem, and change management.

Responsibilities

• Act as Incident Manager and coordinate resources per delivery plans.
• Be the senior on‑call manager outside normal hours.
• Lead a multifunctional technical team to ensure safe, cost‑effective service delivery.
• Promote best practices and adherence to policies and standards.
• Oversee Rapid Response Engineers and Network Technicians in fault management.
• Ensure robust operational plans to meet SLAs and performance targets.
• Own SLA performance and drive timely incident resolution and communication.
• Document escalations and share lessons learned with teams.
• Attend service review meetings and report on performance and issues.
• Identify improvements to support and delivery procedures.

Skills

Incident management

Team leadership

Stakeholder engagement

ITIL & SLA

Risk management

Communication

On-call support

Job description

Hitachi Rail GTS UK Limited in London is seeking a Duty Operations Manager to oversee the live Network Operations and ensure continuous service for Connect users. You will lead a team of Network Analysts, Rapid Response Technicians, and Service Desk Operators, driving incident management and fault resolution with a strong focus on safety and customer satisfaction.

The role requires hands‑on leadership, real‑time decision making, and cross‑functional coordination to meet SLAs and performance