On behalf of Network Rail, we are looking for an IT Problem & Incident Analyst for a 12 Month (Inside IR35) contract based Hybrid in Manchester.
Join Network Rail’s Digital Data and Technology team to lead investigations into major IT incidents and problems. You’ll Identify, diagnose and eliminate IT incidents that could adversely impact the reputation of the organisation, using the problem management process from the point of detection to permanent resolution. You’ll drive and implement solutions, maintain effective stakeholder communication and minimise the impact of incidents that cannot be prevented.

As an IT Problem & Incident Analyst your main responsibilities will be to:

• Forge root cause investigations across Network Rail, its Partners and Suppliers arising from serious IT Incidents.
• Analyse incident data to identify trends and improvement opportunities; develop insights and recommendations to enhance technology performance and user experience.
• Identify and collaborate with the relevant subject matter experts and ITIL functions to uncover root cause analysis and problem resolution.
• Develop and monitor corrective action plans in liaison with the Service Desk, Configuration and Change Management functions confirming that the problem has been resolved.
• Communicate effectively with key stakeholders regarding system/service status to minimise disruption across Network Rail and the wider rail industry.
• Develop and produce management information to highlight problem trends and service issues for Support Managers.
• Review other requests for information and new investigations when received or escalated to the Problem Management team; evaluating benefits against resource, priority and establish next steps.
• Build strong peer-to-peer relationships within Digital Data and Technology and with Suppliers, ensuring effective communication and escalation of performance issues are documented.

• Forge root cause investigations across Network Rail, its Partners and Suppliers arising from serious IT Incidents.
• Analyse incident data to identify trends and improvement opportunities; develop insights and recommendations to enhance technology performance and user experience.
• Identify and collaborate with the relevant subject matter experts and ITIL functions to uncover root cause analysis and problem resolution.
• Develop and monitor corrective action plans in liaison with the Service Desk, Configuration and Change Management functions confirming that the problem has been resolved.
• Communicate effectively with key stakeholders regarding system/service status to minimise disruption across Network Rail and the wider rail industry.
• Develop and produce management information to highlight problem trends and service issues for Support Managers.
• Review other requests for information and new investigations when received or escalated to the Problem Management team; evaluating benefits against resource, priority and establish next steps.
• Build strong peer-to-peer relationships within Digital Data and Technology and with Suppliers, ensuring effective communication and escalation of performance issues are documented