INCIDENT MANAGEMENT & STABILISATION SPECIALIST - VOIS
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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About this Role
We are seeking an experienced Incident Management & Stabilisation Specialist to lead and coordinate critical incident resolution across multiple client environments. This role demands strong stakeholder engagement, real-time incident tracking, and effective communication with support teams to ensure timely resolution and continuous service improvement. The individual will be responsible for managing the full incident lifecycle, conducting service reviews, and driving root cause analysis and reporting.
What you’ll do
- Serve as the single point of contact for all critical incidents across clients.
- Monitor, track, and follow up on incidents in real-time to ensure swift resolution.
- Coordinate activities throughout the incident ticket lifecycle.
- Schedule and lead WAR rooms for major incident resolution.
- Conduct service review meetings with business stakeholders, presenting trend analysis and improvement opportunities.
- Interface with Problem Management and Service Desk teams to identify incident causes.
- Ensure incident records are complete before handover to Problem Management.
- Confirm availability of support staff for major incident resolution.
- Oversee correct prioritisation and categorisation of incidents.
- Analyse and document root cause analysis (RCA) from resolver groups.
- Provide post-production support including gap analysis and follow-up.
- Deliver internal and external incident management reporting, including KPIs and management reports.
- Publish weekly SLA reports and conduct monthly SLA meetings with team leads.
- Develop and maintain an error database to enhance incident resolution speed.
- Communicate progress and critical updates effectively to senior stakeholders and business users.
Who you are
- Minimum 8 years of experience in IT Incident Management, Stabilisation, and Release Management.
- Certified in ITIL V4 Foundations.
- Willing to work in a 24/7 operational environment.
- Strong communication and stakeholder management skills.
- Proficient in reporting tools such as Power BI and MS Excel.
- Knowledge of Problem and Change Management is an added advantage.
- Demonstrated understanding of the end-to-end IT incident lifecycle.
Not a perfect fit?
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What's in it for you
- Opportunity to lead critical incident resolution across diverse client environments.
- Exposure to high-impact stakeholder engagement and cross-functional collaboration.
- Experience in driving service improvement initiatives and strategic reporting.
- Work in a dynamic, global organisation with a strong focus on innovation and transformation.
What skills you will learn
- Advanced incident lifecycle management and stabilisation techniques.
- Cross-functional coordination and stakeholder communication.
- Data-driven reporting and trend analysis using Power BI and Excel.
- Root cause analysis and continuous service improvement methodologies.
- Exposure to ITIL best practices and enterprise-level service operations.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join Us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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