▷ (Immediate Start) 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 VOIS BeUnrivalled CreateTheFuture 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 Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud JDEnhancedByTARA Follow us on social media and StayConnected You can also chat with our employees to learn more about our projects Vodafone is committed to attracting developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business We actively encourage everyone to consider becoming a part of our journey