VodafoneThree - Incident Specialist

Working hours: Full time 37.5 hours per week - Sunday to Monday shifts between 7 am & 8 pm You'll step into a pivotal role at the heart of a transformational journey—helping shape the future of the UK's largest mobile network. As an Incident Specialist, you will play a vital part in protecting customer experience by ensuring our services run smoothly, even when challenges arise. You'll be the calm, confident voice during incidents, bringing people together, driving action, and making a real difference when it matters most. You'll monitor technology performance and operational activity, proactively identifying issues that could impact customers or frontline teams You'll lead and coordinate responses to operational and technology incidents, ensuring they are managed effectively through to resolution You'll act as a key point of contact during incidents, keeping stakeholders and frontline teams informed with clear, timely updates You'll collaborate with technical teams, operational partners, and leadership to drive the right decisions and actions You'll initiate and support major incident processes, ensuring the right priorities and mitigations are in place You'll analyse trends, incidents, and escalations to identify opportunities for continuous improvement You'll ensure operational processes meet agreed SLAs and KPIs, stepping in to drive improvements where needed You'll support governance and administrative activities, including system access and operational data accuracy You'll contribute to a high-performing operations environment that supports frontline teams, partners, and customers You'll bring experience from a customer-facing, operations, or support environment (such as a contact centre or similar setting) You'll have a strong understanding of frontline systems and the ability to monitor and respond to performance issues You'll be confident communicating with a wide range of stakeholders, including senior leaders You'll stay calm under pressure, able to manage multiple priorities and tight timelines You'll be highly organised, with strong planning and coordination skills You'll approach challenges with curiosity, using data and insight to understand issues and find solutions You'll be collaborative and team-oriented, building strong relationships across functions You'll take ownership and make informed decisions that protect customer and business outcomes You'll be passionate about delivering excellent customer experience and driving continuous improvement