Live Network Operations & Incident Lead

HITACHI ENERGY CZECH REPUBLIC S.R.O.; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Hitachi Rail GTS UK Limited is seeking a Duty Operations Manager to oversee live Network Operations from the London office. You will lead a multifunctional team of Network Analysts, Rapid Response Technicians and Service Desk Operators, driving incident management, fault resolution, and continuous improvement to meet SLAs.

The role emphasizes proactive incident handling, safe operations, and clear communication with customers and stakeholders in a fast-paced environment.

Qualifications

• Experience in incident and major incident management.
• Proven ability to lead multifunctional technical teams.
• Strong understanding of ITIL, SLA and service management.

Responsibilities

• Act as Incident Manager and coordinate resources with customer contacts.
• Oversee live Network Operations to ensure continuity of service.
• Lead a team of Network Analysts, Rapid Response Technicians and Service Desk Operators.
• Drive incident management, fault resolution and proactive service improvements.
• Ensure safety, compliance, and cost-effective service delivery.

Skills

Incident management

Major incidents

Team leadership

Stakeholder engagement

ITIL

SLA management

Risk management

Communication

Operational decision-making

Tools

ITIL frameworks

Job description

Hitachi Rail GTS UK Limited is seeking a Duty Operations Manager to oversee live Network Operations from the London office. You will lead a multifunctional team of Network Analysts, Rapid Response Technicians and Service Desk Operators, driving incident management, fault resolution, and continuous improvement to meet SLAs.

The role emphasizes proactive incident handling, safe operations, and clear communication with customers and stakeholders in a fast-paced environment.