Manager-Major Incident Management Lead - PuneVOIS

## 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 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. •Lead or support business continuity, disaster recovery and crisis management activities when required. •Maintain detailed and accurate records of incidents, key decisions, actions and outcomes. •Participate in post-incident reviews and contribute to improvements in service resilience, operational processes and stakeholder experience. •Support the enhancement of major incident management tools, reporting and ways of working. •Prepare and communicate daily, weekly and monthly operational reports. •Participate in customer reviews, service discussions and incident management forums. •Build customer confidence through proactive communication, ownership and effective incident leadership. •Ensure adherence to ITIL-aligned Major Incident, Problem and Change Management processes. •Drive proactive notifications, stakeholder communications and timely engagement of relevant resolution teams. ## Who you are * Experience in telecom, ISP or service provider environments with a strong understanding of operational service management. * Proven experience managing major incidents, customer-facing technical escalations and service restoration activities. * Understanding of CCNA fundamentals and networking concepts. * Strong ownership mindset with accountability for service outcomes. * Ability to remain calm, focused and decisive during high-severity incidents. * Excellent stakeholder management and customer engagement skills. * Strong verbal and written communication skills with experience working across global teams. * Ability to communicate technical information clearly to both technical and non-technical audiences. * Skilled at coordinating cross-functional teams in time-critical environments. * Familiarity with ITIL practices and service management frameworks. * ITIL Foundation or ITIL Practitioner certification is preferred. ## 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 * Opportunity to lead critical, customer-impacting incidents across a global telecommunications environment. * Exposure to senior leadership, cross-functional operational teams and international stakeholders. * Experience in business continuity, crisis management and service resilience activities. * Opportunity to contribute to service improvement initiatives and operational transformation programmes. * A collaborative environment focused on continuous learning, innovation and operational excellence. * Experience working within a large-scale, global service delivery organisation. ## What skills you will learn * Advanced Major Incident Management and service restoration techniques. * Stakeholder communication and executive-level incident reporting. * ITIL-based service management practices across Incident, Problem and Change Management. * Crisis management, disaster recovery and business continuity coordination. * Operational governance, reporting and performance management. * Cross-functional collaboration within complex global telecommunications environments. * Customer engagement and service assurance best practices. * Leadership skills in high-pressure operational environments. ## 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. ## Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA ## Follow us on social media * LinkedIn: https://www.linkedin.com/company/vois/ * Facebook: https://www.facebook.com/voisglobal * Instagram: https://www.instagram.com/voisglobal/ * You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2