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 - 65000 € 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 employer: Three UK
At VodafoneThree, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity and collaboration. Our hybrid working model allows for flexibility while ensuring you are part of a dynamic team dedicated to building the UK's best network. With significant investment in digital infrastructure and a commitment to employee growth, you'll have the opportunity to make a real impact in a supportive environment that values your contributions and encourages your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Major Incident Management Specialist, Network Operations
✨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
Showcase your problem-solving skills! During interviews, share specific examples of how you've handled major incidents in the past. Highlight your analytical capabilities and how you’ve successfully communicated with stakeholders during high-pressure situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the VodafoneThree team and contributing to building a connected future.
We think you need these skills to ace VodafoneThree - Major Incident Management Specialist, Network Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Major Incident Management role. Highlight your incident management experience and any relevant ITIL knowledge to show us you’re the right fit!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re excited about joining VodafoneThree. Share specific examples of how you've successfully managed incidents in the past and how you can contribute to our mission of building a reliable network.
Showcase Your Communication Skills:As a Major Incident Management Specialist, clear communication is key. In your application, demonstrate your ability to articulate complex information simply and effectively, especially when dealing with stakeholders.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to make a real impact!
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 minimal disruption to service.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to lead incident response teams. Think about times when you coordinated technical teams during high-pressure situations and how you communicated effectively with stakeholders.
✨Demonstrate Analytical Thinking
Be ready to talk about how you've used analytical skills to monitor incident resolution and identify trends or root causes. This will show that you can not only manage incidents but also improve processes.
✨Engage with the Company’s Vision
Familiarise yourself with VodafoneThree's mission to build a connected UK. During the interview, express how your values align with theirs and how you can contribute to their goal of closing the digital divide.
