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Vodafone Logo Vodafone · IT - Administration

Incident Specialist

United Kingdom, Stoke-on-Trent · Job Posted June 10, 2026
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Job Description

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.

Job Responsibility

  • Monitor technology performance and operational activity, proactively identifying issues that could impact customers or frontline teams
  • Lead and coordinate responses to operational and technology incidents, ensuring they are managed effectively through to resolution
  • Act as a key point of contact during incidents, keeping stakeholders and frontline teams informed with clear, timely updates
  • Collaborate with technical teams, operational partners, and leadership to drive the right decisions and actions
  • Initiate and support major incident processes, ensuring the right priorities and mitigations are in place
  • Analyse trends, incidents, and escalations to identify opportunities for continuous improvement
  • Ensure operational processes meet agreed SLAs and KPIs, stepping in to drive improvements where needed
  • Support governance and administrative activities, including system access and operational data accuracy
  • Contribute to a high-performing operations environment that supports frontline teams, partners, and customers

Requirements

  • Experience from a customer-facing, operations, or support environment (such as a contact centre or similar setting)
  • Strong understanding of frontline systems and the ability to monitor and respond to performance issues
  • Confident communicating with a wide range of stakeholders, including senior leaders
  • Stay calm under pressure, able to manage multiple priorities and tight timelines
  • Highly organised, with strong planning and coordination skills
  • Approach challenges with curiosity, using data and insight to understand issues and find solutions
  • Collaborative and team-oriented, building strong relationships across functions
  • Take ownership and make informed decisions that protect customer and business outcomes
  • Passionate about delivering excellent customer experience and driving continuous improvement

What we offer

  • Excellent basic salary plus bonus and Vodafone benefits
  • Up to 28 days off plus bank holidays
  • Paid time for charity work
  • Discounts
  • Vouchers
  • Pension plan
  • Learning tools
  • Parental leave policies
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