At a Glance
- Tasks: Lead incident management during critical network events and ensure service stability.
- Company: Join VodafoneThree, a leader in building the UK's best network.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real impact on connectivity and help shape the future of digital infrastructure.
- Qualifications: Experience in incident management and strong analytical skills required.
The predicted salary is between 50000 - 60000 € per year.
Full-time V3 Requisition Grade: 10
Location: Newbury + Hybrid
Working hours: Full time 37.5 hours per week - 24/7 Shift
Hybrid: We don't require you to be on specific days; instead we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
Who We Are
We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today. We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.
We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves. You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.
Why VodafoneThree
Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.
We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.
Join our UK Networks team, where we’re continually building and enhancing our network, connecting millions of people and businesses across the country. Be part of the team that makes it all happen – simplifying, automating, and bringing better connectivity than ever before, with giga-fast speed, to our customers.
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
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.
VodafoneThree - Major Incident Management Specialist, Network Operations in Newbury employer: Three UK
At VodafoneThree, we pride ourselves on being an exceptional employer, fostering a culture of inclusivity and collaboration in our Newbury office. With a commitment to employee growth, we offer extensive training and development opportunities, ensuring that every team member can thrive while contributing to our mission of building a connected future for the UK. Our hybrid working model promotes work-life balance, allowing you to engage with your colleagues in person while enjoying the flexibility of remote work.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Major Incident Management Specialist, Network Operations in Newbury
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Major Incident Management Specialist role.
✨Tip Number 2
Prepare for interviews like a pro! Research VodafoneThree, understand their values, and be ready to discuss how your experience aligns with their mission. Practice common interview questions and think about how you can showcase your incident management skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you on their radar. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
✨Tip Number 4
Don’t hesitate to apply through our website! We love seeing candidates who are genuinely interested in joining us. Even if you don’t tick every box, your unique experiences might just be what we’re looking for. So go ahead, hit that apply button!
We think you need these skills to ace VodafoneThree - Major Incident Management Specialist, Network Operations in Newbury
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in incident management and ITIL frameworks. We want to see how your skills align with the Major Incident Management Specialist role, so don’t hold back!
Showcase Your Communication Skills:Since this role involves liaising with stakeholders and managing teams, it’s crucial to demonstrate your communication prowess. Use clear and concise language in your application to reflect how you’d handle high-pressure situations.
Highlight Relevant Experience:Don’t forget to mention any previous roles where you’ve managed incidents or worked in network operations. We’re looking for specific examples that show your ability to lead during critical situations.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Three UK
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of the Major Incident Management process, especially within an ITIL framework. Be ready to discuss specific incidents you've managed and how you ensured stability and availability during those times.
✨Showcase Your Communication Skills
Since you'll be the primary point of contact for stakeholders, practice articulating complex information clearly and confidently. Prepare examples of how you've effectively communicated during high-pressure situations, ensuring everyone stays informed and calm.
✨Demonstrate Analytical Thinking
Be prepared to discuss how you've monitored incident resolution and identified trends or root causes in past roles. Highlight your analytical capabilities by sharing specific instances where your insights led to improved processes or outcomes.
✨Emphasise Team Collaboration
This role requires managing cross-functional teams, so come ready with examples of how you've successfully collaborated with different departments. Talk about how you’ve built relationships and coordinated efforts during major incidents to achieve a common goal.
