Incident Management specialist

Incident Management Specialist at Vodafone

Role Purpose: The Senior IT Operations Manager is responsible for the provision of expert knowledge and influences the IT Customer Services Management strategy to drive the identification of changing customer, business and user needs relating to IT requirements to ensure customer satisfaction with Vodafone’s IT products and services. The Senior IT Operations Manager focuses on the management of a team of IT Operations professionals who operate, administer and maintain assigned applications, services, systems and solutions in terms of maintenance, administration, incident management, problem management, change and release management and vendor management to drive improvements through innovation, best practice techniques and collaboration. The role typically reports to the Head of Technology / Head of IT Operations.

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges and create a sustainable, inclusive world. If you want to grow your career while finding the perfect balance between work and life, Vodafone offers opportunities to help you belong and make a real impact.

What You’ll Do

• Monitor main KPIs on the fixed and mobile network and support new automation ideas in network operation area.
• Assist in preparing reports on network performance and governance activities; maintain tools and software to comply with security requirements.
• Manage incidental events providing detailed information about customer impacts on mobile and fixed network.
• Update existing operation procedures and create new ones to respect business requirements or auditor requests; manage escalation process toward top management, 3rd‑party, carrier, vendor and other stakeholders.
• Develop tools using current programming languages for databases such as SQL, Impala, and Python to meet new requirements.

Who You Are

• Strong ability in project management and activity governance.
• Strong analytical and problem‑solving skills; basic understanding of network infrastructure of fixed and mobile network.
• Ability to interact with different teams, organize and lead meetings, and manage software development and propose new solutions.
• Ability to build detailed and clear reports and present them to management; manage multiple projects and changing priorities.
• Minimum graduate degree or higher education; strong communication, negotiation, presentation skills; fluent in English at all levels.
• Strong knowledge of software tools such as Python, Impala, SQL, Oracle, Java, Tableau.

Not a Perfect Fit?

If you’re excited about this role but your experience doesn’t align precisely with every part of the job description, we encourage you to still apply. You may be the right candidate for this role or another opportunity.

Benefits

We are a leading international Telco, serving millions of customers worldwide. At Vodafone, we believe connectivity is a force for good. Through our technology, we empower people, connect everyone regardless of who they are or where they live, and protect the planet. Belonging at Vodafone isn’t a concept; it’s lived, breathed, and cultivated through everything we do.

Diversity & Inclusion

We are committed to increase diversity, ensure equal representation, and make Vodafone a place where everyone feels safe, valued and included. If you require reasonable adjustments or have an accessibility request, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Location: Milan, Lombardy, Italy.