VodafoneThree - Incident Management Duty Manager
Core
Lead 24/7 Incident Management and Customer Major Incident Management teams to keep customers connected during critical service events.
Role type
Senior Incident Management Duty Manager
Builds
Operational stability and customer connectivity for fixed, converged, and mobile services
Domain
Telecommunications / Network Operations
Required skills
Incident Management, Major Incident Management, Team Leadership, Stakeholder Management, ServiceNow, Remedy, ITIL methodologies, Operational Decision Making, Resource Planning, Continuous Improvement
Preferred skills
Experience in fixed-line or converged environments, Coaching and succession planning, Data analysis for process improvement
Technologies
ServiceNow, Remedy
Responsibilities
Lead and inspire a team of incident management professionals; Take ownership of major incidents and high-priority escalations; Act as out-of-hours operational lead; Drive operational performance through resource planning and queue management; Coach and develop team members; Foster a culture of accountability and continuous improvement; Support introduction of new products into the operational environment.
Seniority
Senior, hands-on IC with team leadership
