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 third 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.

About this role

We are seeking a Network Operations Specialist to provide customer-facing technical support for premium business customers with complex networking solutions and demanding service level requirements. This role operates within a 24/7 shift-based environment and focuses on network fault management, incident ownership, troubleshooting, root cause analysis, and stakeholder communication. The successful candidate will work closely with customers, vendors, and internal technical teams to ensure seamless service operations and high service quality.

What you’ll do

• Provide technical service desk support for premium business customers with complex network environments.
• Initiate diagnostics and perform proactive analysis of network faults and alarms.
• Conduct root cause analysis for network incidents and service disruptions.
• Support day-to-day operations through effective change and fault management aligned with ITIL practices.
• Take ownership of incidents throughout the full lifecycle while ensuring adherence to agreed SLAs.
• Escalate and transfer incidents to relevant technical teams where required for resolution.
• Coordinate with vendors and third-party partners to prioritise and resolve customer-impacting issues.
• Assess business impact and ensure timely escalation of critical service issues.
• Keep customers regularly informed regarding progress and service restoration activities.
• Participate in customer bridge calls and support technical troubleshooting activities.
• Manage multiple priorities effectively while maintaining accurate queue management and process compliance.

Who you are

• CCNA certification is essential.
• At least 1 year of Network Operations Centre (NOC) experience in a technical support environment.
• Knowledge of routing protocols including OSPF, BGP, EIGRP, and ISIS.
• Understanding of LAN switching technologies including VLANs, trunking, STP, and PVST across Catalyst and IOS-based platforms. Familiarity with WAN technologies such as ATM, Frame Relay, HDLC, PPP, and ISDN.
• Exposure to MPLS fundamentals, including LDP, TDP, and traffic engineering, is advantageous.
• Educational background in engineering, computer networks, telecommunications, or a related discipline.
• Strong customer engagement and communication skills with the ability to support customers globally.
• Fluent written and spoken English.
• Ability to multitask, collaborate effectively, adapt to changing situations, and apply a structured approach to troubleshooting.
• CCNP certification would be considered an advantage.

Not a perfect fit?

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.

What's in it for you

• Opportunity to work within a global telecommunications environment supporting enterprise customers.
• Exposure to complex network infrastructures, operational processes, and customer-facing technical engagements.
• Experience working with international customers, vendors, and cross-functional technical teams.
• Development within a technology-driven environment focused on operational excellence and continuous learning.

What skills you will learn

• Advanced network fault diagnosis and troubleshooting techniques.
• Incident management and service operations aligned to ITIL principles.
• End-to-end SLA management and customer communication practices.
• Root cause analysis and service restoration methodologies.
• Collaboration with vendors, third parties, and technical support teams within a global operational environment.

VOIS Equal Opportunity Employer Commitment

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, 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.

Join us

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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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