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 join our dynamic team. This role is pivotal in ensuring the seamless resolution of IT incidents, managing critical situations, and driving continuous service improvement. The ideal candidate will bring strong stakeholder engagement skills, a deep understanding of ITIL practices, and a proactive approach to incident lifecycle management in a 24/7 operational environment.
What you’ll do
- Act as the single point of contact for all critical incidents across clients.
- Monitor and manage real-time incidents, ensuring timely resolution through continuous follow-up with support teams.
- Coordinate and oversee the entire incident lifecycle, ensuring accurate prioritisation and categorisation.
- Lead and facilitate WAR rooms to address and resolve critical incidents effectively.
- Conduct service review meetings with business stakeholders, presenting trend analyses and improvement recommendations.
- Collaborate with Problem Management and Service Desk teams to identify root causes and ensure seamless handovers.
- Ensure incident records are complete and ready for problem management analysis.
- Provide post-production support, including gap analysis and follow-up actions.
- Deliver comprehensive incident management reporting, including KPIs and management reports.
- Publish weekly SLA reports and conduct monthly SLA review meetings with team leads.
- Develop and maintain an error database to enhance incident resolution efficiency.
- Communicate progress and critical updates to senior stakeholders and business users.
Who you are
- Minimum 5 years of experience in IT Incident Management, Stabilisation, and Release Management.
- ITIL V4 Foundation certification is essential.
- Willingness to work in a 24/7 operational environment.
- Strong communication and stakeholder management capabilities.
- Proficient in reporting tools such as Power BI and MS Excel.
- Familiarity with problem and change management processes is advantageous.
- Demonstrated ability to manage high-pressure situations with a solution-oriented mindset.
- Strong 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 work in a dynamic, global, and inclusive environment.
- Exposure to critical incident management and cross-functional collaboration.
- Be part of a team that drives service excellence and continuous improvement.
- Develop leadership and stakeholder engagement skills in high-impact scenarios.
- Contribute to a global organisation that values innovation and resilience.
What skills you will learn
- Advanced incident lifecycle management and ITIL-based practices.
- Real-time crisis coordination and WAR room facilitation.
- Data-driven reporting using tools like Power BI and Excel.
- Cross-functional collaboration with service desk, problem, and change management teams.
- Strategic communication with senior stakeholders and business units.
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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