Enterprise Service Incident Manager

Role PurposeTo execute the Incident Management process, providing a more purposeful End-to-End Incident co-ordination and communication process to meet agreed SLA to HVC Customers.Role Responsibility•Progress and co-ordinate Critical/Major/Minor incidents minimizing impact on both Internal & External Customers of all supported systems and services in line with the Incident Management process &  procedures in accordance with global and local requirement.•Ensure the service desk is managed.•Ensure to acknowledge all alarms in the management system, act on them, and ensure all current incidents are logged and progressed on the relevant teams for service resolution.•Ensuring all incidents have accurate impact statements, prioritized with appropriate severity rating, and ensure communication to all customers, in accordance with Incident/Problem Management process and procedures.•Ensure all incidents are escalated to the appropriate team in accordance with Incident Management process and procedures•Ability to work and interact with other teams and also lead and drive recovery activities during service related outage events. Proceed to provide RCA reports for all such outages as required.•Prepare and produce the weekly Incident Management report in accordance with all set KPIs, providing insightful commentary for management action.Professional / Technical Competencies•BSc/HND in Telecommunication, Electrical Electronics Engineering or its equivalent•3 - 5 years Telecoms or IT Industry experience• 2+ years experience in managing 'end to end' service incidents or comparable experience in a Telecoms or IT organization•An in-depth understanding of IP/MPLS architecture and configuration..Not a perfect fit?Worried that you don't meet all the desired criteria exactly? At Vodafone 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.