NAO Escalation & Problem Management

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 IoT Escalation Manager to manage problems, defects, major incidents, and escalations within IT, network, and complex software solutions used by enterprise customers. This role ensures seamless connectivity and smart automation across the Vodafone Global IoT platform. The individual will oversee the lifecycle of unplanned interruptions and service quality issues, restoring normal operations swiftly and with minimal impact.

What you’ll do

Act as the escalation point for major incident records on a 24/7 on-call basis for IoT IT applications and systems.
Maintain and improve the known error and solution databases in BMC Remedy.
Analyse technical issues during incidents and coordinate technical teams for resolution.
Drive incident-solving techniques to identify impact, workaround, root cause, and solutions, and communicate implementation plans.
Document and share post-major incident reports, including root cause analysis and technical solutions.
Initiate and implement continuous improvements in escalation management processes, including rules and guidelines.
Generate reports, analyse trends, and provide feedback for process optimisation.

Who you are

Knowledge of IoT systems architecture, cloud, and telecom.
1–2 years’ experience in a multinational technical environment, preferably IoT, IT, or telecom.
Proven experience in managing problem and incident records aligned with ITIL processes.
Skilled in proactive problem identification using methodologies such as 5WHYs and Fishbone.
Strong customer communication and escalation handling experience.
Bachelor’s degree in Computer Science or equivalent.
Proficiency in BMC Remedy, ServiceNow, and Office IT tools.
Familiarity with ITIL framework (Service Operations & CSI), Lean, and Six Sigma.
Technical expertise in software, hardware, and network (Cisco, GSM, HSPA, LTE).
Fluency in English.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

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

We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, color, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status.

Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in.

What skills you will learn

Advanced incident and escalation management techniques.
Root cause analysis and problem-solving methodologies.
Cross-functional collaboration in a global technical environment.
Expertise in IoT systems and network technologies.

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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