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 detail-oriented and customer-focused professional to manage and resolve technical incidents affecting Vodafone Germany enterprise customers. This role involves handling both standard and complex issues across fixed products such as Internet, MPLS, VoIP, and cloud services, ensuring timely resolution within defined service levels in a dynamic, customer-critical environment. ## What you’ll do * Troubleshoot, identify, and resolve technical faults impacting enterprise customers. * Manage incidents within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). * Collaborate with internal technical teams, external carriers, and third-party providers to resolve complex issues. * Maintain clear and effective communication with stakeholders throughout the incident lifecycle. * Work on a rotational shift basis, including 24/7 coverage, weekends, and public holidays. ## Who you are * Up to 2 years of experience in network operations or troubleshooting within IP-based environments. * Foundational knowledge of IP networking concepts, including routing, switching, DNS, and DHCP. * Awareness of fixed, mobile, and converged telecom products is advantageous. * Strong analytical and problem-solving skills with a structured approach to incident handling. * Excellent communication skills with a strong customer-centric mindset. * Fluency in German (minimum C1 level, written and spoken). ## 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 international enterprise customers within Vodafone Germany. * Opportunity to work with advanced networking technologies and telecom solutions. * Collaborative working environment with cross-functional teams and industry partners. * Continuous learning through hands-on technical troubleshooting and operations support. * Development of communication and stakeholder management skills in a global setting. ## What skills you will learn * Advanced incident management and troubleshooting techniques in complex IP environments. * Practical knowledge of enterprise telecom solutions including Internet, MPLS, VoIP, and cloud. * Stakeholder communication and collaboration across multiple technical domains. * SLA-driven service delivery and operational excellence. * Problem-solving and analytical thinking in high-pressure, customer-critical situations ## 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