Job description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

We are seeking a BTS Incident Management Engineer to support Vodafone Germany Enterprise customers by resolving standard and complex technical incidents across fixed and cloud-based services. This role operates within a dynamic, customer‑critical environment, requiring strong analytical capability, structured troubleshooting skills, and confident German-language communication. The role is part of a 24/7 operational model and plays a key role in ensuring service continuity, customer satisfaction, and SLA adherence

• Perform end-to-end incident troubleshooting, identification, and resolution for Vodafone Germany Enterprise customers.
• Resolve incidents within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). 
• Collaborate with internal competence teams, external carriers, and third-party partners to achieve timely incident resolution.
• Manage and update incident tickets accurately, ensuring transparency and clear communication throughout the lifecycle.
• Work on a rotational shift basis, covering 24/7 operations including weekends and public holidays.

• An individual with 0–2 years of experience in network operations, technical support, or IP-based troubleshooting environments.
• You have foundational knowledge of IP and voice technologies, including routing, switching, and IP services such as DNS and DHCP. 
• You demonstrate strong analytical and problem-solving skills in complex technical scenarios.
• You bring a customer-focused mindset with clear, confident communication skills.
• You are fluent in German (written and spoken) at a minimum C1 level.
• Familiarity with Vodafone fixed, mobile, and convergence products is desirable

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• Exposure to enterprise-scale network environments supporting Vodafone Germany customers.
• Opportunity to work within a globally recognised technology organisation.
• Hands-on experience in a 24/7 operational support model.
• Collaboration with cross-functional and international technical teams.
• A structured environment to build a strong foundation in incident and service management.

• Advanced incident management and troubleshooting methodologies.
• application of IP networking and voice technologies in enterprise environments.
• Stakeholder communication in customer-critical situations.
• SLA-driven operational excellence and prioritisation.
• Cross-team collaboration within large-scale telecom ecosystems.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference

Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.” #JDEnhancedByTARA

• LinkedIn: https://www.linkedin.com/company/vois/
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