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

About this Role

We are seeking an experienced IP Core Network Specialist to provide expert-level technical support, incident management, fault resolution, and service restoration across complex IP/MPLS, transport, and optical network environments. This role is ideal for a network professional with strong experience in service provider networks, customer-facing technical escalations, and multi-vendor technologies including Nokia, Huawei, and Cisco platforms. The successful candidate will play a key role in maintaining network stability, driving service improvements, reducing recurring issues, and supporting critical customer services through effective stakeholder engagement and technical leadership.

What you’ll do

Incident Management & Service Restoration

• Act as the technical resolution point for major incidents and critical core network outages.
• Take ownership of incidents from identification through to full service restoration.
• Perform advanced troubleshooting across IP/MPLS, transport, and optical network domains.
• Provide Level 2 escalation support to Network Operations Centre (NOC), Service Operations, Engineering teams, and customers.
• Lead technical bridge calls during high-priority incidents and provide consistent stakeholder communications.
• Ensure adherence to established incident, escalation, and communication processes.
• Conduct post-incident reviews, perform root cause analysis (RCA), and define corrective actions.
• Identify recurring issues and drive permanent resolution initiatives.

Customer & Stakeholder Management

• Serve as a senior technical interface for customer escalations.
• Participate in customer calls, incident reviews, and service improvement discussions.
• Communicate technical issues, risks, mitigations, and recovery plans to both technical and non-technical audiences.
• Foster customer confidence through proactive communication, accountability, and ownership.

Technical Troubleshooting & Operations

Provide expert operational support and troubleshooting across:

Routing & Switching Technologies

• IS-IS
• BGP
• MPLS L2VPN / L3VPN
• Segment Routing (SR-MPLS)
• Traffic Engineering (SR-TE / MPLS-TE)
• Multicast (PIM, IGMP, MVPN)
• QoS and Traffic Management
• IPv4 / IPv6

Virtualised Networking Platforms

• Nokia VSRa (22.10R1)
• VSRa platform architecture
• Virtual routing infrastructure troubleshooting
• Control plane and forwarding plane diagnostics
• Performance and capacity management

Supported Technology Platforms

• Nokia 7750 SR-12e, 7210, VSRa (22.10R1)
• Huawei NE8000-M8, CX600-X2-M8A, CX600-X8A
• Cisco NCS560-7, ASR9910

Operational Excellence

• Follow ITIL Incident, Problem, Change, and Major Incident Management processes.
• Drive proactive service improvement initiatives to enhance network reliability and operational effectiveness.
• Create and maintain troubleshooting documentation, knowledge articles, and operational procedures.
• Mentor Level 1 engineers and act as a Subject Matter Expert (SME).
• Contribute to continuous improvement activities and technical enablement initiatives.

Who you are

Experience

• 6 to 8 years of experience within Telecom, ISP, or Service Provider environments.
• Strong background in Network Operations, Incident Management, and Service Assurance.
• Experience managing customer-facing technical escalations.
• Proven expertise in troubleshooting complex multi-vendor IP/MPLS networks.

Technical Expertise

Strong knowledge and hands-on experience in:

• IS-IS
• BGP
• MPLS
• Segment Routing
• Traffic Engineering
• Multicast technologies
• IPv4 / IPv6
• QoS

Experience supporting service provider equipment from Nokia, Huawei, and Cisco.

Personal Attributes

• Strong ownership and accountability for service outcomes.
• Excellent analytical and problem-solving skills.
• Ability to remain composed and make effective decisions during critical incidents.
• Effective stakeholder and customer engagement skills.
• Excellent written and verbal communication abilities.
• Ability to influence technical outcomes and collaborate across multiple teams.

Preferred Qualifications

• CCNP Service Provider or Enterprise
• Nokia NRS Certifications
• Huawei HCIP/HCIE Routing & Switching
• ITIL Foundation or ITIL Practitioner

Success Measures

• Major Incident Resolution Time (MTTR)
• Average Handling Time (AHT)
• Customer Satisfaction (CSAT)
• SLA Achievement
• Reduction in Repeat Incidents
• Knowledge Management Contributions
• Operational Improvement Initiatives
• Technical Mentoring and Team Enablement

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 on large-scale global IP/MPLS and transport networks.
• Exposure to advanced technologies including Segment Routing, Traffic Engineering, and virtualised networking platforms.
• Involvement in high-impact major incident management and service restoration activities.
• Collaboration with global engineering, operations, vendor, and customer teams.
• Opportunities to contribute to operational transformation and service improvement initiatives.
• Platform to build technical leadership through mentoring and knowledge-sharing activities.

What skills you will learn

• Advanced multi-vendor service provider network troubleshooting.
• End-to-end major incident management and stakeholder communication.
• Root cause analysis and problem management methodologies.
• Service assurance and operational excellence practices aligned to ITIL.
• Customer engagement and technical consultancy skills.
• Deep expertise in IP/MPLS, Segment Routing, Traffic Engineering, Multicast, and virtual network infrastructures.
• Cross-functional collaboration and technical leadership capabilities.

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, 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.

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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Follow us on social media

• LinkedIn: https://www.linkedin.com/company/vois/
• Facebook: https://www.facebook.com/voisglobal
• Instagram: https://www.instagram.com/voisglobal/
• You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2