Manager-Major Incident Management Lead - BangaloreVOIS
Core
Lead the response to high-impact service incidents across live operational environments, ensuring rapid service restoration whilst minimising customer and business disruption.
Role type
Senior Major Incident Management Lead
Builds
Service resilience and operational stability for Vodafone Group and partner markets
Domain
Telecom / ISP / Service Provider Operations
Required skills
Major incident management, Stakeholder engagement, Service restoration, ITIL-aligned processes, Cross-functional coordination, Crisis management, Operational reporting, Networking fundamentals (CCNA)
Preferred skills
ITIL Foundation or ITIL Practitioner certification
Technologies
ITIL, CCNA
Responsibilities
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; Engage technical teams, suppliers and senior stakeholders to accelerate service recovery; Deliver timely, accurate and audience-appropriate communications to customers and leadership; Participate in post-incident reviews and contribute to improvements in service resilience; Support business continuity, disaster recovery and crisis management activities.
Seniority
Senior, hands-on IC
