VodafoneThree – Major Incident Management Specialist, Network Operations

VodafoneThree – Major Incident Management Specialist, Network Operations

• Full-time
• V3 Requisition Grade: 10
• Location: Newbury + Hybrid
• Working hours: Full time 37.5 hours per week – 24/7 Shift
• Shift based role

What you’ll do

• Providing leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2, P3, P4 and VIP incidents. Ensuring absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed by all involved. Leads the incident response team and coordinates technical teams during high-priority incidents.
• Accountable for the correct Prioritisation of incident impact.
• Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P0, P1, P2, P3, P4 and VIP incidents. Acts as the primary point of contact for stakeholders, senior management, and users, providing regular updates.
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to Service Assurance and Network Operations teams
• Ensuring clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible. Conducts meetings after service restoration to analyse the incident and prevent recurrence.
• Compiling and publishing daily operational incident reports and weekly ELT incident review detailing all P0, P1, P2 and P3 incidents
• 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events and for internal escalations from wider Network Operations community
• Acting as the Out Of Hours Change Manager

Who you are

• Extensive experience in an incident management role working within an ITIL framework with a solid understanding of the Major Incident Management process
• Strong analytical capabilities, highly organised and excellent team, and relationship management skills
• Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions
• Skilled in managing cross-functional teams and technical resources
• While not always required to be deeply technical, a good understanding of Network infrastructure and business impact is essential

Posting End Date: 5th June 2026

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