Senior 24/7 Major Incident Management Lead

Network Rail; Manchester; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Maternity/Paternity/Adoption leave

Flexible/hybrid working

Annual leave up to 28 days

Job summary

Network Rail is seeking a seasoned Major Incident Manager to lead a 24/7 team, coordinating incident response and service restoration across IT operations. You will influence across the organisation, balance priorities, and drive improvements with partners and suppliers.

The role emphasises leadership, coaching and ensuring SLAs are met while maintaining a customer-focused mindset in a dynamic railway technology environment.

Qualifications

• Ability to positively influence across the organisation.
• Excellent communication skills with the ability to work collaboratively within the Service.
• Operations leadership experience or role.
• Strong customer focus with drive to improve service and satisfaction.
• Motivates and inspires people to achieve high performance.
• Experience in leading, coaching and developing teams.
• Knowledge of planning and resource modelling techniques in operations.
• Solid knowledge of operating systems, desktop software and large network topologies.

Responsibilities

• Lead and develop a 24/7 Major Incident Management team to meet business objectives and service standards.
• Provide day-to-day leadership and pastoral support across the 24/7 team.
• Set objectives, monitor performance and coach for continuous improvement.
• Apply strong Major Incident Management knowledge to assess impact and priorities.
• Lead during significant incidents with SMEs and Incident Managers to restore service.
• Participate in the Duty Manager on-call rota and take escalation duties.
• Build relationships with customers, suppliers and partners to meet SLAs.
• Analyse service performance data to drive improvements in availability and satisfaction.
• Advise Digital, Data and Telecoms teams on Service Operations processes.
• Champion continuous service improvement and knowledge sharing.

Skills

Stakeholder influence

Communication

Operations leadership

Customer focus

Team motivation

People leadership

Resource planning

IT foundations

Job description

Network Rail is seeking a seasoned Major Incident Manager to lead a 24/7 team, coordinating incident response and service restoration across IT operations. You will influence across the organisation, balance priorities, and drive improvements with partners and suppliers.

The role emphasises leadership, coaching and ensuring SLAs are met while maintaining a customer-focused mindset in a dynamic railway technology environment.