Incident Manager - Telecoms

10 Jan 2018
15 Feb 2018
Contract Type
Full Time

Role Title: INCIDENT MANAGER – Telecoms

Location: Newbury, Berkshire

Reference: 000000189273

Role Profile:

The Incident Manager is part of a team providing Level 2 mission critical support on a Vodafone transformation programme based on the Oracle Telecom stack major products namely BRM, Siebel CRM, FMW, OSM, ASAP etc. It’s one of the most vital projects for Vodafone starting from Customer Provisioning, Billing, Customer Care, Mediation and identity Management.

The Incident Manager will form part of a team onsite responsible for Level 2 support (Issue analysis, Deployments, Support delivery function, Problem management and Major Incident resolution) of all the NewCo systems to ensure smooth & fault free operation of Vodafone’s mobile operation with maximum customer satisfaction.

Key Accountabilities:

  • Incident management within a highly critical technology environment
  • Ensure Service availability of the entire Oracle applications stack as per agreed SLA/KPI
  • Attend to all incidents, attend Major Incident Management war room activities to ensure quicker service restoration
  • Track all incidents & ensure documentation till closure
  • Stake holder Management (Onsite Service owners, offshore service delivery teams and Delivery support owners) including reporting & escalation


  • ITIL Certified and experienced in Incident and Service Management.
  • Exposure to Continuous improvement
  • Incident Management experience
  • ITIL Process, Incident Management, Problem Management, Change Review, Technical Deployment, Administration & Customisation Support
  • Telecom experience

At Vodafone Group we build connections to all our Global operations, acting as an advisory board to drive consistency and customer excellence across 30 countries and for over 420 million customers. We are constantly uncovering tactics to innovate the way we operate, set our global standards or lead our strategic performance. By joining Vodafone Group, you will be part of evolving our digital world of total communications. Now is the time to get on board.

As we evolve into a truly digital company, Vodafone Group Technology spans across the entire Vodafone footprint and drives our technology advancements, to enable us to be the best and most secure in unified communications. We empower our consumer and enterprise customers to be confidently and securely connected. Our unique capabilities create the best voice and data to our customers and continue our advancement in the Internet of Things (IOT), BIG Data, Cybersecurity, Cloud & Hosting, TV and Video. We’re heading to an exciting future – fancy being part of our Vodafone Gigabit growth?

What is the key to our success? It’s simple – our people. Across a Global footprint, we believe we’re at our best when you’re at yours. From our diverse workforce, our flexible working policies to our creative work spaces, we embrace a culture of learning and sharing to develop our next stage growth. It’s in our hearts to push forward, to create a better future, to never rest and find new ways that help people communicate.

We are committed to developing the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised and rewarded. We respect, value and celebrate our people’s individual differences - we are not only multinational but multicultural too. Our excellent flexible benefits programme allows you to choose what’s right for you. Our Vodafone Foundation gives the ability for our people to give something back. We embrace empowering our people to shape their world. That’s what we mean when we say Power to you.


Help us find out more about you by completing our short application process – click now to apply or contact our recruiter Neermal Doolub for an initial chat.

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