AMS PSR

On behalf of Network Rail, we are looking for an Incident Manager for a 3 month contract (Possible Extension) based Remote (Occasional travel to the Manchester office 2–3 times per month).

We’re seeking an experienced Incident Manager to support Network Rail’s IT operations, helping to restore services quickly and minimise disruption across a large, complex technology estate.

This is an operational, hands on role, ideal for someone who thrives in live environments, is confident leading incident bridges and enjoys working closely with technical teams and stakeholders.

The Role

As an Incident Manager, you’ll be responsible for managing IT incidents from start to finish, ensuring issues are logged correctly, prioritised appropriately and driven through to resolution with minimal impact on users and services.

You will work closely with service desk teams, technical specialists and Major Incident and Problem Management to coordinate responses, communicate progress and maintain service availability.

As an Incident Manager, your main responsibilities will be to:

• Own incidents end to end, from identification through to service restoration.
• Lead incident bridge calls and coordinate multi team responses.
• Communicate clearly with technical teams and business stakeholders.
• Manage incident queues and shared mailboxes.
• Escalate to Major Incident or Problem Management where required.
• Ensure ITSM processes are followed pragmatically to restore services quickly.
• Identify recurring issues and contribute to continuous improvement.

Essential: 

• Proven experience working as an Incident Manager or in a senior IT operations role.
• Strong background in service desk or IT operations environments.
• Experience leading bridge calls and managing high pressure incidents.
• Solid understanding of Microsoft environments including Azure and Active Directory.
• Confident stakeholder management and clear communication skills.
• Practical working knowledge of ITIL processes (v3 accepted, v4 desirable).

Please be aware that this role can only be worked within the UK and not Overseas.

Network Rail is an equal opportunity employer and values diversity. They welcome applications from everyone.

Disability Confident

As a member of the Disability Confident Scheme, Network Rail guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

Network Rail guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".