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.
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About this Role
We are seeking an experienced Optical Transmission Network Operations Lead to provide third-line technical support for enterprise customers across Vodafone UK Optical Platforms. You will take ownership of complex technical escalations and major incidents, working closely with front-line technical teams to restore customer services within agreed service levels. The role requires deep expertise in DWDM, OTN, SDH, Ethernet and optical transmission networks, combined with experience of multi-vendor environments, particularly Ciena and Infinera platforms. You will act as a senior technical interface for customers, internal stakeholders and technology vendors, supporting incident management, service assurance, platform lifecycle activities and continuous operational improvement. The role also includes participation in an on-call rota.
What you’ll do
Provide third-line technical support for enterprise customer optical services, including participation in an on-call rota.Take ownership of complex technical escalations and coordinate service restoration for critical incidents.Troubleshoot and manage faults across DWDM, OTN, SDH, Ethernet and optical transmission networks.Provide expert operational support across:
Support packet-over-optical environments, with exposure to OSS/BSS applications and IP networks considered advantageous.Perform Root Cause Analysis (RCA) and contribute to reducing repeat incidents.Manage the lifecycle of optical platforms and customer services.Ensure effective operational introduction of new equipment, software releases and systems.Work with technology vendors on incident escalation, technical resolution and technology roadmaps.Represent the team with internal and external stakeholders, including direct customer engagement.Participate in customer incident calls, service reviews and service improvement discussions.Communicate technical issues, risks and mitigation plans clearly to technical and non-technical audiences.Follow ITIL Incident, Problem, Change and Major Incident Management processes.Identify opportunities to automate operational processes and knowledge management activities.Develop and maintain troubleshooting guides, knowledge articles and operational procedures.Drive proactive service improvements that enhance network reliability and operational efficiency.Mentor Level 1 engineers and contribute as a technical subject matter expert.Contribute towards operational measures including MTTR, AHT, CSAT, SLA achievement, repeat incident reduction, knowledge management and technical enablement.
Who you are
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
What skills you will learn
The role provides opportunities to further develop expertise in:
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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LinkedIn: https://www.linkedin.com/company/vois/Facebook: https://www.facebook.com/voisglobalInstagram: https://www.instagram.com/voisglobal/You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2
