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Cyber Defence Problem/Incident Manager

Posting Country:  United Kingdom
Date Posted:  20-Nov-2020
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Location: Brentford

Our Team:

Cyber Security

At Vodafone Global Cyber Security, we help our customers to remain secure and resilient in a world of increasingly sophisticated cyber-attacks.  We offer a unique combination of highly resilient networks, enterprise-class cloud platforms, advanced security systems and expert advice, helping limit the risks of a mobile workforce, such as commercial losses, regulatory breaches or threats to individuals, whilst enabling productivity and employee satisfaction.  Joining us as a Cyber Defence Incident Manager, you can be part of our empowering our Cyber Security function. The Future is exciting. Ready?

The role of a Global Cyber Problem manager is to resolve and control the root causes of incidents caused by errors across the global Vodafone estate.  In this role, you will be expected to work to prevent the recurrence of these incidents.  You will contribute to the work of Vodafone’s Global Cyber team through brilliant stakeholder management skills and influencing and motivating colleagues.  You will have an in-depth understanding of Service Management Framework principles and processes and an ability to apply your technical knowledge in project or programme activities.

With us you will:

• Perform proactive incident/problem management. Collect and analyse operational data to identify emerging trends that may indicate problems.
• Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved customer convenience and satisfaction by reducing the number of operational problems.
• Define and implement criteria and procedures to report problems identified, including problem classification, categorisation, and prioritisation.
• Provide guidance for conducting Root Cause Analysis (RCA), evaluate the RCAs provided by incident managers and conduct incident trend analysis
• Revise and maintain a Problem Management plan, policies, processes and procedures that reflect ITIL best practices.
• Develop, measure, and analyse Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs), to design and generate metric reports.
• Ensure the Incident and Problem Management processes and templates are clear, fit for purpose, communicated and followed.

What you can expect from us:  

The role provides an excellent opportunity to gain experience in handling a broad range of cyber incidents in a unique, large and complex environment.   You will feel part of a close knit team and will work with autonomy whilst interacting with innovative teams across the globe who believe in the Spirit of Vodafone. The opportunities to learn and grow are endless and you will be supported throughout this exciting journey to reduce cyber risk for Vodafone.

Apply if you have:

• Experience of managing complex system failures, issues and knowledge of service management processes, particularly Cyber Incident and Problem Management.
• Dealt with complex operational issues and ensured that they are resolved and communicated in an effective and timely fashion.
• Worked in high-pressured and fast paced environments.
• Experience of devising, visualising and presenting Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs).
• Excellent written and verbal communication skills with the ability to convey complex information to a non-technical audience.
• Security related industry accreditations such as ITIL, GIAC, CREST, CISM, CISP (desirable but not essential).


Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.