Major Incident Management Lead - PuneVOIS
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 Major Incident Management Lead to coordinate and drive the resolution of high-impact incidents across live operational services within a fast-paced telecommunications environment. This role is responsible for leading major incident response activities, facilitating collaboration across technical and operational teams, ensuring effective stakeholder communication, and minimising customer and business impact. The successful candidate will play a key role in maintaining service resilience, supporting special events, contributing to operational excellence, and driving continuous improvement across incident management practices.
What you’ll do
•Take charge of the NOC floor during assigned shifts within a 24x7 operational environment.
•Own and drive the Major Incident Management process from identification and mobilisation through to service restoration.
•Lead incident bridges and coordinate incident resolution teams, establishing a clear understanding of impact, priorities, working hypotheses, actions, ownership, and next plans of action.
•Engage technical teams, operational support functions, suppliers, and senior stakeholders to ensure appropriate resource mobilisation and timely escalation where required.
•Maintain progress throughout incidents by tracking actions, validating assumptions, removing barriers, and keeping teams focused on safe and efficient service restoration.
•Deliver accurate, timely, and audience-appropriate communications to customers, leadership teams, and key stakeholders regarding incident impact, status, risks, and next steps.
•Manage technical and management escalations in accordance with defined governance and service requirements.
•Support the planning and operational management of special events, including monitoring strategies, escalation processes, communications, and response plans.
•Coordinate live operational responses during special events to ensure service performance visibility and rapid issue resolution.
•Lead or support business continuity, disaster recovery, and crisis management activities requiring enhanced coordination.
•Maintain detailed and accurate incident records, including decisions, actions, milestones, and supporting rationale.
•Contribute to post-incident reviews and identify opportunities to enhance service resilience, customer experience, communications, and incident processes.
•Support the continuous improvement of Major Incident Management frameworks, tools, reporting, and operational practices.
•Prepare and distribute daily, weekly, and monthly operational reports to relevant stakeholders.
•Participate in customer discussions, incident reviews, and service improvement initiatives.
•Build customer confidence through proactive communication, ownership, and effective stakeholder engagement during major incidents.
•Ensure compliance with ITIL Major Incident, Problem Management, and Change Management processes.
•Proactively identify and engage the appropriate teams to support rapid incident resolution.
Who you are
- 4 to 6 years of experience within Telecommunications, ISP, Managed Services, or Service Provider environments.
- Demonstrated experience managing customer-facing and back-office technical escalations and Major Incident Management activities.
- Solid understanding of CCNA fundamentals and networking concepts.
- Strong ownership mindset with accountability for service outcomes and customer experience.
- Ability to remain calm, focused, and decisive when managing high-severity incidents.
- Excellent stakeholder management and customer engagement capabilities.
- Strong verbal and written communication skills with experience collaborating across global teams.
- Ability to communicate technical information clearly and coordinate actions across multiple teams and functions.
- Working knowledge of ITIL service management principles and processes.
- ITIL Foundation or ITIL Practitioner certification is preferred.
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, customer-impacting incident response activities across global operational services.
- Exposure to senior leadership, customers, suppliers, and cross-functional technical teams.
- Experience working within a 24x7 operational environment supporting business-critical telecommunications services.
- Involvement in business continuity, disaster recovery, crisis management, and service resilience initiatives.
- Opportunities to contribute to operational transformation, process improvement, and service excellence programmes.
- Visibility into large-scale network and service operations within a global telecommunications organisation.
What skills you will learn
- Advanced Major Incident Management leadership and coordination techniques.
- Stakeholder management across customer, supplier, operational, and executive audiences.
- Crisis management, business continuity, and disaster recovery practices.
- ITIL-aligned service management processes and governance.
- Executive communication and customer-facing incident management capabilities.
- Service resilience improvement and post-incident review methodologies.
- Operational reporting, trend analysis, and continuous improvement practices.
- Cross-functional collaboration within complex global operational environments.
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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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