VodafoneThree - Major Incident Management Specialist, Network Operations

Location: Newbury + *Hybrid
Working hours: Full time 37.5 hours per week - 24/7 Shift

*Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in 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

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.

 #VodafoneThree