DevOps Services Engineer - SMOC & Incident

About the role

Vodafone is looking for a DevOps Services Engineer to support its 24/7 operational Incident and Event Management processes. The role leads the coordination and resolution of critical customer-impacting and system-related IT incidents, while driving proactive incident prevention and continuous service improvement.

Key responsibilities

• Support 24/7 operational Incident and Event Management processes and lead the resolution of critical incidents, with timely escalation, communication and service restoration.
• Monitor service health and operational performance across business-critical platforms and applications.
• Drive proactive incident prevention through trend analysis, early warning mechanisms and continuous service improvement.
• Collaborate with internal teams, vendors and business stakeholders during incident resolution and service recovery.
• Own and improve Incident Management processes in line with ITIL best practices, and contribute to Problem Management, root cause analysis and post-incident reviews.
• Identify automation opportunities and support compliance and governance requirements such as SOX, ISO 27001 and ISO 20000.
• Maintain operational dashboards, monitoring, reporting and automation solutions, and use operational data to generate insights.
• Contribute to observability across infrastructure, applications, services and customer experience.
• Leverage AI, GenAI, Microsoft Copilot and AIOps solutions to improve incident analysis, troubleshooting and reporting.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related discipline.
• Proven experience in Incident Management and Operations Support, including high-priority, customer-impacting incidents.
• Experience in Service Operations Centers, NOCs or SMOCs is preferred.
• Strong communication and stakeholder management skills, and ability to work in a fast-paced, 24/7 environment.
• Good written and spoken English.

Required skills

• Strong understanding of ITSM and ITIL, especially Incident, Problem, Event and Change Management.
• Knowledge of IT infrastructure, applications, databases, middleware and software systems.
• Experience with service monitoring, observability and incident management tools; Power BI, Tableau, Grafana, Kibana or similar.
• Proficiency in SQL, Microsoft Excel and data analysis.
• Understanding of AI, Generative AI and AIOps; experience with Microsoft Copilot, ChatGPT, Azure OpenAI or similar is an advantage.
• ITIL v4 Foundation certification is an advantage.