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 and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
Provide support for 24/7 operational Incident and Event Management processes.
Lead the coordination and resolution of critical customer-impacting and system-related IT incidents, ensuring timely escalation, communication, and service restoration.
Monitor service health and operational performance across business-critical platforms and applications.
Drive proactive incident prevention through trend analysis, early warning mechanisms, and continuous service improvement.
Collaborate with internal teams, vendors, and business stakeholders during incident resolution and service recovery.
Own and continuously improve Incident Management processes in alignment with ITIL best practices.
Contribute to Problem Management, root cause analysis, post-incident reviews, and corrective actions.
Identify automation opportunities to reduce manual effort and improve operational efficiency.
Support compliance and governance requirements, including SOX, ISO 27001, and ISO 20000.
Manage reporting and operational KPIs for incidents, service requests, and IT operations.
Maintain and improve operational dashboards, monitoring, reporting, and automation solutions.
Use operational data to generate insights and support service improvement and decision-making.
Contribute to observability across infrastructure, applications, services, and customer experience.
Leverage AI, GenAI, Microsoft Copilot, and AIOps solutions to improve incident analysis, troubleshooting, reporting, and operational efficiency.
Who you are
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
Strong understanding of IT Service Management (ITSM) and ITIL processes, particularly Incident, Problem, Event, and Change Management.
Knowledge of IT infrastructure, applications, databases, middleware, and software systems.
Experience with service monitoring, observability, incident management, and operational management tools.
Strong analytical and reporting skills, with experience in tools such as Power BI, Tableau, Grafana, Kibana, or similar platforms.
Proficiency in SQL, Microsoft Excel, and data analysis.
Understanding of AI, Generative AI, and AIOps concepts and their application within IT Operations and Service Management.
Experience with AI-assisted tools such as Microsoft Copilot, ChatGPT, Azure OpenAI, or similar solutions is an advantage.
Strong troubleshooting, root cause analysis, problem-solving, and decision-making skills.
Ability to analyze operational data and service metrics to identify improvement opportunities and prevent recurring incidents.
Proven experience in Incident Management and Operations Support, including high-priority and customer-impacting incidents.
Knowledge of Major Incident Management, Problem Management, and Continuous Improvement practices.
ITIL v4 Foundation certification is considered an advantage.
Experience in Service Operations Centers, NOCs, SMOCs, or similar operational environments is preferred.
Strong communication and stakeholder management skills, with the ability to work effectively with both technical and non-technical teams.
Ability to work effectively in a fast-paced environment and coordinate multiple stakeholders during critical incidents.
Good written and spoken English.
Willingness to work in a 24/7 operational environment when required.
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
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