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.
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About this Role
We are seeking an experienced Major Incident Management Lead to join our VNO ECS team in Bangalore or Pune. This role is responsible for leading the response to high-impact service incidents across live operational environments, ensuring rapid service restoration whilst minimising customer and business disruption. Working within a 24/7 operational environment, you will coordinate technical teams, suppliers, operational functions and senior stakeholders to drive incident resolution, provide clear communication, and continuously improve incident management practices. The role is ideal for professionals with experience in telecom, ISP or service provider environments who are passionate about operational excellence, stakeholder engagement and service resilience
What you’ll do
•Take charge of the NOC floor during assigned shifts within a 24/7 operational model.
•Own and drive the major incident management process from identification through to service restoration.
•Lead incident bridges and coordinate incident response teams, ensuring clear understanding of impact, priorities, actions, ownership and next steps.
•Engage technical teams, operational support functions, suppliers and senior stakeholders to accelerate service recovery.
•Maintain momentum during incidents by monitoring progress, challenging assumptions and removing obstacles to restoration.
•Deliver timely, accurate and audience-appropriate communications to customers, leadership teams and key stakeholders.
•Manage technical and management escalations in accordance with agreed service and operational standards.
•Support planning and operational management of special events, including monitoring, communications and escalation processes.
•Coordinate live operational responses during special events and ensure emerging risks are identified and addressed promptly.
Who you are
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
What skills you will learn
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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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