Incident Management Engineer (VOIS)

## 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 technically capable and customer-focused individual to resolve standard and complex technical issues related to Vodafone Germany fixed products, including Internet, MPLS, VOIP, and cloud solutions, within a fast-paced and customer-critical environment. This role offers an opportunity to work closely with enterprise customers and internal teams while ensuring service excellence through adherence to SLAs and KPIs.

## What you’ll do

• Perform fault troubleshooting, identification, and resolution for Vodafone Germany enterprise customers
• Resolve incidents within agreed Service Level Agreements (SLAs) and meet defined Key Performance Indicators (KPIs)
• Collaborate with internal competence teams, carriers, and third-party partners to ensure timely ticket resolution
• Operate within a 24/7 shift rota, including weekends and public holidays

## Who you are

• Up to 2 years of experience in troubleshooting and network operations within IP-based complex solutions
• Foundational knowledge of IP and voice technologies, including routing, switching, and IP services (e.g., DNS, DHCP)
• Understanding of Vodafone fixed, mobile, and convergence products is advantageous
• Strong customer orientation and effective communication skills
• Fluent German language proficiency (minimum C1 level, written and spoken)
• Sound analytical and problem-solving approach

## 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 in a dynamic, customer-critical technical environment
• Exposure to enterprise-level network solutions including Internet, MPLS, VOIP, and cloud services
• Collaboration with cross-functional and international teams
• Structured shift environment offering varied operational experience
• Career growth within a global organisation focused on technology and transformation

## What skills you will learn

• Advanced incident management and troubleshooting in enterprise telecom environments
• Practical application of IP networking and voice technologies
• Stakeholder communication across technical and non-technical teams
• SLA and KPI-driven service delivery practices
• Cross-team collaboration and escalation management in complex environments

## 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

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

#JDEnhancedByTARA

## 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