24/7 Incident Response Specialist

Vodafone Limited; Farnborough; On-site; GBP 32,000 - 52,000; Full time

Job summary

Vodafone Limited in the United Kingdom is seeking an experienced Incident Manager to join a 24/7 operations team. You will own and manage service incidents from initial identification through to resolution, coordinating with cross-functional teams and customers to deliver swift restoration and minimal disruption.

This role requires ITIL knowledge with the willingness to obtain ITIL qualification, strong communication, stakeholder management, and the ability to work a 4-on 4-off shift pattern

Qualifications

• Experience in Service Incident Management or similar customer-facing operational support.
• Knowledge of ITIL principles; willingness to obtain ITIL qualification if not already obtained.
• Strong communication and stakeholder management skills.
• Technical knowledge of telecommunications, connectivity, cloud, network or related technologies.
• Ability to work in fast-paced, high-pressure environments with strong organizational skills.

Responsibilities

• Own and manage service incidents from initial identification through to resolution.
• Coordinate with cross-functional teams across Managed Devices, Fixed Data, Cloud Services, IoT, applications, and associated technologies to drive swift restoration of service.
• Lead technical and conference calls, bringing the right teams together and keeping resolution efforts focused.
• Monitor, prioritise, and track tickets in line with agreed service and quality standards.
• Identify opportunities to improve operational performance, document best practices, and contribute to service and process improvements.
• Handle customer concerns with professionalism and accountability while meeting service level commitments.
• Support wider service desk activities when required, embracing a collaborative 'one team' approach.

Skills

ITIL

Incident management

Technical escalation

Customer service

Communication

Problem solving

Cross-functional

Analytical thinking

Ticketing system

Tools

Ticketing system

Job description

Vodafone Limited in the United Kingdom is seeking an experienced Incident Manager to join a 24/7 operations team. You will own and manage service incidents from initial identification through to resolution, coordinating with cross-functional teams and customers to deliver swift restoration and minimal disruption.

This role requires ITIL knowledge with the willingness to obtain ITIL qualification, strong communication, stakeholder management, and the ability to work a 4-on 4-off shift pattern