EVO Incident Management & Stabilisation Expert - VOIS

Job Description

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 EVO Incident Management & Stabilisation Expert to play a critical role in ensuring service stability and rapid incident resolution across complex IT environments. This role is suited to an individual who thrives in real-time operational environments, is comfortable working in a 24/7 model, and can confidently engage with senior stakeholders while driving continuous service improvement through data-driven insights.

What you’ll do

Act as the single point of contact for all critical and major incidents across clients.Provide real-time and continuous follow-up with support teams to ensure timely incident resolution.Monitor, manage, and coordinate incidents throughout the complete ticket lifecycle.Schedule and facilitate War Rooms to resolve critical incidents effectively.Ensure correct incident prioritisation, categorisation, and escalation in line with agreed processes.Confirm incident records are fully updated before handover to Problem Management.Coordinate availability of required support resources for major incident resolution.Ensure Root Cause Analyses (RCA) are recorded and review RCA inputs from resolver groups.Provide post-production support, including gap analysis and follow-up actions.Deliver Incident Management reporting, including KPIs, management dashboards, and stakeholder reports.Publish weekly SLA reports across support groups and to stakeholders.Conduct monthly SLA review meetings with team leads.Lead service review meetings with business stakeholders, sharing trend analysis and improvement recommendations.Develop and maintain an error database to improve incident resolution speed and service stability.Build strong interfaces between Incident Management, Problem Management, and Service Desk teams.Communicate progress, risks, and critical updates clearly to senior stakeholders and business users.

Who you are

An IT professional with 6+ years of experience in Incident Management, Stabilisation, and Release Management.ITIL v4 Foundation certified (minimum).Comfortable working in a 24/7 operational environment.Experienced in managing critical incidents and engaging with multiple technical and business stakeholders.Skilled in reporting and analysis using tools such as Power BI and Microsoft Excel.Knowledgeable in Problem and Change Management practices.A clear, confident communicator with strong stakeholder management capabilities.Detail-oriented, organised, and able to manage pressure during high-impact incidents.Possess a 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

Exposure to complex, large-scale IT environments within a global organisation.Opportunities to work closely with senior business and technical stakeholders.A role that directly contributes to service stability and customer experience.Continuous learning through hands-on incident, problem, and service management activities.An inclusive, collaborative workplace that values diverse perspectives.

What skills you will learn

Advanced major incident and crisis management techniques.Enhanced stakeholder communication and executive-level reporting skills.Data-driven service improvement and trend analysis.Practical application of ITIL processes across Incident, Problem, and Change Management.Use of reporting and visualisation tools to drive operational decisions.

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.

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LinkedIn: https://www.linkedin.com/company/vois/Facebook: https://www.facebook.com/voisglobalInstagram: https://www.instagram.com/voisglobal/You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2