NAO Escalation & Problem Management
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
What you’ll do
- Manage and act as an escalation point for problem and incident records within the problem management process.
- Coordinate the investigation of incidents, defects and service issues affecting IT applications, systems, infrastructure and network services.
- Facilitate technical workshops and root cause analysis sessions with cross-functional teams.
- Apply structured problem-solving methodologies, including 5 Whys and Fishbone analysis, to identify underlying causes and preventive solutions.
- Support the identification, development and implementation of technical workarounds and permanent fixes.
- Create, maintain and improve knowledge repositories, known error databases and solution documentation.
- Produce detailed incident and problem reports including timelines, root cause analysis, corrective actions and preventive measures.
- Monitor and analyse KPIs related to problem management and service quality, identifying opportunities for proactive improvements.
- Manage customer and operational escalations while ensuring effective stakeholder communication.
- Support upgrades, testing and continuous improvement activities related to problem management tools, including BMC Remedy.Develop and maintain process documentation, work instructions, guidelines and training materials.
- Ensure compliance with regulatory and governance requirements, including SOX controls.
Who you are
- Experience in problem, incident or escalation management within IT, network or technology environments.
- Knowledge of IT applications, infrastructure, networks, software and operational support processes.
- Experience using BMC Remedy or similar IT service management platforms.
- Understanding of ITIL frameworks and service management best practices.
- Proven ability to coordinate multiple technical teams and stakeholders to resolve complex service issues.
- Experience conducting root cause analysis and applying structured problem-solving methodologies.
- Strong analytical, communication and stakeholder management skills.
- Ability to manage customer-facing and operational escalations effectively.
- Experience creating reports, KPIs and service improvement recommendations.
- Fluency in English.
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 global environment supporting critical Vodafone technology services.
- Exposure to complex IoT, network, software and infrastructure ecosystems.
- Collaboration with international technical and operational teams.
- Participation in major service improvement and operational excellence initiatives.
- Opportunity to influence service quality, stability and customer experience through proactive problem management.
What skills you will learn
- Advanced problem management and root cause analysis techniques.
- ITIL-aligned service management practices.
- Stakeholder and escalation management in complex global environments.
- KPI reporting, trend analysis and service improvement methodologies.
- Cross-functional leadership and facilitation skills.
- Governance, compliance and operational risk management practices.
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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