VodafoneThree - Major Incident Management Specialist, Network Operations

Major Incident Management plays a critical role within the wider Network Operations function providing UK based Incident Management resource, working alongside the Partner Incident Management teams, Service Desk and off-shore Front Office and Network operations functions.

The Major Incident Management Specialist is responsible for the stability and availability of Infrastructure and Network Technology, demonstrating absolute control of any live incident, articulating progress and key risks to key stakeholders in a confidence inspiring manner.  The Major Incident Manager is the accountable escalation point in Service Assurance for major incidents impacting service and is accountable for ensuring that the incident process is coordinated across internal and external teams and that there is minimal disruption to service.

What you’ll do

• Providing leadership and direction during Disaster Recovery, Business Continuity, P0, P1, P2, P3, P4 and VIP incidents. Ensuring absolute command and control, whilst maintaining an overall incident perspective and ensuring the Incident Management processes are followed by all involved. Leads the incident response team and coordinates technical teams during high-priority incidents.
• Accountable for the correct Prioritisation of incident impact.
• Coordinating/facilitating the communication process as well as the escalation process during all Disaster Recovery, Business Continuity, P0, P1, P2, P3, P4 and VIP incidents. Acts as the primary point of contact for stakeholders, senior management, and users, providing regular updates.
• Proactively monitoring incident resolution, analysing, and highlighting trends and root causes to Service Assurance and Network Operations teams
• Ensuring clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where possible. Conducts meetings after service restoration to analyse the incident and prevent recurrence. 
• Compiling and publishing daily operational incident reports and weekly ELT incident review detailing all P0, P1, P2 and P3 incidents
• This is a Shift based role
• 24/7 SPOC (Single Point Of Contact) for Business and Customer escalations relating to high profile events and for internal escalations from wider Network Operations community
• Acting as the Out Of Hours Change Manager

Who you are 

• Extensive experience in an incident management role working within an ITIL framework with a solid understanding of the Major Incident Management process
• Strong analytical capabilities, highly organised and excellent team, and relationship management skills
• Proven ability to engage and communicate with senior stakeholders and support teams across any number of business functions
• Skilled in managing cross-functional teams and technical resources
• While not always required to be deeply technical, a good understanding of Network infrastructure and business impact is essential

Worried that you don’t meet all the desired criteria exactly?

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Posting End Date: 5th June 2026

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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