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 a network operations professional to deliver first-line diagnosis and resolution for IPVPN, Internet, and IP network incidents within a 24/7 service environment. This role plays a critical part in safeguarding customer experience by ensuring incidents are managed efficiently, resolved within agreed service levels, and communicated clearly across the incident lifecycle. Based in Pune, Bengaluru, or Ahmedabad, the role requires collaboration with global service providers, internal technology teams, and external partners to restore services promptly and consistently.

What you’ll do

• Handle customer calls, log incidents, and gather accurate diagnostic information aligned to the reported issue.
• Perform first-line diagnosis, fault isolation, and troubleshooting across IPVPN, Internet, and IP networks.
• Manage incident escalation and resolution in line with global incident management processes and SLAs.
• Coordinate with internal support teams, service partners, and third-party vendors to restore network services.
• Provide timely, clear, and accurate updates to customers throughout the incident journey.
• Take ownership of reported issues through to resolution, ensuring accountability and quality outcomes.
• Identify in-scope activities, apply sound judgement, and make timely decisions during incident resolution.
• Work effectively in a 24/7 shift environment, including night shifts, to ensure uninterrupted service coverage.

Who you are

• An individual with experience in telecommunications or IT service environments, particularly within service providers or system integrators.
• Confident in troubleshooting transmission and IP networks, with strong hands-on diagnostic capability.
• Knowledgeable in IP technologies, including routers and switches (Cisco and Alcatel), and fixed-line services.
• Familiar with ITIL-based incident management and structured escalation processes.
• A clear and professional communicator, comfortable engaging with customers and technical stakeholders.
• A collaborative team member who values shared ownership and continuous improvement.
• Qualified with an engineering degree (or equivalent), ideally supported by CCNA or related certifications.

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

• Exposure to global enterprise networks and large-scale telecom environments.
• Opportunities to work with diverse technologies across IP, transmission, and fixed-line services.
• A collaborative, inclusive workplace aligned to trust, simplicity, and customer focus.
• Structured processes and global standards that support professional growth and confidence in decision-making.
• Experience working within an international operating model, coordinating across regions and partners.

What skills you will learn

• Advanced incident management and escalation handling in a global operations setting.
• Practical application of ITIL processes within live network environments.
• Enhanced customer communication skills during high-impact service incidents.
• Deeper technical expertise in IPVPN, Internet, and transmission technologies.
• Stakeholder coordination and decision-making skills within time-critical scenarios

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/
• Chat with our employees: https://lnkd.in/dpkrcvR2