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 professional to manage and coordinate the resolution of problems, defects, and improvement initiatives across IT applications and systems used by Vodafone customers. This role focuses on driving root cause analysis, coordinating technical investigations, managing corrective and preventive actions, and leading technical improvement projects across software, infrastructure, and network environments. The role requires close collaboration with cross-functional teams, effective stakeholder engagement, and the application of IT service management and problem management best practices.

What you’ll do

• Coordinate technical investigations relating to incidents, defects, and recurring problems across software, infrastructure, and network environments.
• Lead problem management activities, including root cause identification, workaround definition, and implementation of permanent corrective actions.
• Oversee the delivery of software and hardware modifications and improvement initiatives, including projects delivered using Agile methodologies.
• Engage and coordinate technical teams to ensure actions are completed within agreed objectives, timelines, and quality standards.
• Provide regular updates, recommendations, and communications to stakeholders on project progress, risk areas, and resolution plans.
• Initiate and drive service improvement projects aimed at reducing incident volumes, improving system stability, and enhancing customer experience.
• Support operational escalation management and facilitate collaboration between technical teams and stakeholders to resolve complex issues.

Who you are

• Proven experience managing problem tickets, software defects, and technical projects within IT applications, infrastructure, and network environments.
• Strong knowledge of problem management processes and IT Service Management practices.
• Proficient in BMC Remedy or similar ITSM and ticketing platforms.
• Experience facilitating technical workshops, root cause analysis sessions, and cross-functional problem-solving activities.
• Knowledge of structured problem-solving methodologies such as 5 Whys, Fishbone Analysis, or equivalent approaches.
• Strong stakeholder management, communication, and influencing skills.
• Good understanding of IT infrastructure services, software applications, hardware platforms, and networking concepts.
• Familiarity with Agile delivery methodologies and project coordination practices.General knowledge of ITIL principles and frameworks.

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

• Hybrid way of working: 2 days per week/ 8 per month
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: meal tickets/private pension/vacation vouchers/cultural vouchers within the budget.
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
• Special Paternal Program - 4 months of paid paternity leave

What skills you will learn

• Advanced problem management and root cause analysis techniques.
• Technical project coordination across multi-disciplinary teams.
• Stakeholder engagement and communication within large-scale global organisations.
• IT service management operational excellence and continuous improvement methodologies.
• Service resilience, incident reduction strategies, and organisational change coordination.

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.

Alert

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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/