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Incident Management & Stabilisation Specialist - VOIS at Vodafone United States

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Critical Incident Resolution, Service Review, Trend Analysis, Problem Management, Service Desk Collaboration, Post-Production Support, Incident Reporting, KPI Reporting, SLA Management, Error Database Development, Stakeholder Communication, Lifecycle Coordination, Prioritisation, Categorisation, WAR Room Facilitation

Industry

Telecommunications

Description

Act as the single point of contact for all critical incidents across clients. Monitor and manage real-time incidents, ensuring timely resolution through continuous follow-up with support teams. Coordinate and oversee the entire incident lifecycle, ensuring accurate prioritisation and categorisation. Lead and facilitate WAR rooms to address and resolve critical incidents effectively. Conduct service review meetings with business stakeholders, presenting trend analyses and improvement recommendations. Collaborate with Problem Management and Service Desk teams to identify root causes and ensure seamless handovers. Ensure incident records are complete and ready for problem management analysis. Provide post-production support, including gap analysis and follow-up actions. Deliver comprehensive incident management reporting, including KPIs and management reports. Publish weekly SLA reports and conduct monthly SLA review meetings with team leads. Develop and maintain an error database to enhance incident resolution efficiency. Communicate progress and critical updates to senior stakeholders and business users. Not a perfect fit? Worried that you don't meet all the desired criteria exactly? 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 still apply as you may be the right candidate for this role or another opportunity.

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Responsibilities

Act as the single point of contact for all critical incidents across clients, monitoring and managing real-time incidents to ensure timely resolution. Lead and facilitate WAR rooms, conduct service review meetings, and deliver comprehensive incident management reporting.