Incident Support Controller

Network Rail; Cardiff; On-site; GBP 56,000 - 76,000; Full time

Benefits offered by this job

28-day annual leave

Pension schemes

Rail travel discounts

Private healthcare

Volunteer or carers leave

Rail and Underground travel subsidies

Gym pass

National/local retail discounts

Job summary

Network Rail is seeking a skilled Incident Controller to support the management of incidents, accidents and emergencies affecting the operational railway. You will coordinate fault response, liaise with agencies and ensure safe, speedy recovery.

Role requires knowledge of signalling, electrification disciplines and rail control procedures, with strong MS Office and specialised software experience. Salary and benefits reflect senior rail operations responsibilities.

Qualifications

• Experience in fault management, maintenance, operations or rail control environments.
• Strong knowledge of operating procedures, rules and regulations.
• Proficient in MS Office and control systems software (FMS, MIMS, TRUST, TRUST DA).
• Understanding of Train Operating Company routes and rail industry actors.
• Able to work under pressure and influence others in a team environment.

Responsibilities

• Support the Incident Controller during normal operations and disturbances to deliver optimal rail service.
• Coordinate faulting and repair of infrastructure assets including prioritisation and actions.
• Call out and coordinate response staff and contractors to incidents for quick recovery.
• Coordinate ESRs, urgent possessions, and changes to planned possessions.
• Liaise with on-site staff to monitor possessions and movement of engineering resources.
• Monitor data from remote condition monitoring equipment and prioritise responses.
• Carry out fault management system checks and other required verifications.
• Disseminate accurate information to train operators, Network Rail, passengers and stakeholders.
• Input to daily logs, safety, infrastructure and performance events as directed.
• Produce reports and data per specifications within set timescales.

Skills

Incident management

Fault management

Rail operations

MS Office

Control software

Teamwork

Decision making

Pressure management

Tools

MS Office

FMS

MIMS

TRUST

TRUST DA

Job description

Who We Are

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.

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.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.

About The Role

You'll support the management of incidents, accidents and emergencies affecting the operational railway in liaison with colleagues in Network Rail, customer organisations and other agencies. You'll also co-ordinate the process relating to incoming infrastructure faults.

Salary- Controller 4, £66,113 per annum.

Closing Date- 2nd October 2026

Interviews are expected to take place week commencing 19 October.

What's In It For You

• 28-day annual leave with the option to buy and sell days
• Choice of pension schemes
• 75% discount of leisure travel for you and your family
• Private Healthcare
• 5 days paid volunteer or carers leave
• Up to 75% subsidised Rail and Underground travel
• Gym Pass -access to gyms across UK
• My Benefits platform- giving national and local retail discount

Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know and we'll do our best to assist you.

Some of our roles require face to face Drugs & Alcohol testing. We will share further details with you as part of your formal offer.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information

Key Accountabilities

Your experience and skills

• Support the work of the Incident Controller during both normal train running and disruptive events, to deliver the optimum service that meets the differing needs of the rail industry and customers.
• Manage the faulting and repair of infrastructure assets including identification, coding, prioritisation, action and conclusion.
• Call out and co-ordinate, as directed by the Incident Controller, the activities of response staff including maintenance, operations, train operator, contractors, emergency services in response to an incident or event, to achieve safe and speedy recovery from incidents.
• Co-ordinate the provision of ESRs, urgent unplanned possession and isolation requests and manage alterations to planned possessions.
• Liaise with on site staff to monitor ongoing possessions including the provision and movement of engineering trains, on track machines and plant where problems arise.
• Monitor information arising from remote condition monitoring equipment, prioritising response, including the call out and co-ordination of appropriate staff and recording of information to deliver a prompt response to alerts.
• Carry out fault management system and other defined checking procedures.
• Disseminate accurate, concise and timely information, in accordance with company standards and statutory requirements, to train operator staff, Network Rail, passengers and other Railway Group members relating to incidents.
• Input to the daily log, safety, infrastructure and performance events, as directed by the Incident Controller in accordance with the relevant company standards and instructions.
• Produce reports and supporting data to agreed specifications and co-ordinate the provision of other necessary control information to defined timescales.

Essential

• Appreciation of signalling, p'way and electrification disciplines
• Experience within a fault management, maintenance, operations or rail industry control environment
• Knowledge and demonstrable experience of operating procedures, rules and regulations
• Demonstrable skill in the use of Microsoft Office package and Control specific software e.g. FMS, MIMS, TRUST, TRUST DA and communications systems
• Knowledge of Train Operating Companies within the route
• Good team working skills and ability to make objective decisions
• Able to influence others and work under pressure

Desirable

• Good geographical knowledge of applicable Route
• Geographical knowledge of adjoining Routes
• Working knowledge of the NRN system and its correct use
• Understanding of commercial/ business picture within Network Rail and TOC's