Roaming Support Engineer

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

We are seeking a Roaming Support Specialist to manage and resolve technical customer complaints related to international mobile roaming services. This role focuses on incident and problem management, with the objective of restoring the full technical scope of roaming services—quickly, efficiently, and in collaboration with multiple stakeholders across the roaming ecosystem.

• Analyse and troubleshoot inbound and outbound roaming issues across 2G, 3G, 4G and 5G technologies to restore customer services.
• Perform measurements and technical validations using tools such as GFACTS, Global Roamer and IR tests for outbound and inbound roaming scenarios.
• Collaborate closely with roaming partners, third-party suppliers and internal second-line technical teams responsible for network elements.
• Monitor roaming KPIs to ensure performance remains within agreed targets and all roaming SLAs are met.
• Provide reactive technical support by managing incidents and escalations through Remedy, email channels and direct partner interactions.

• Strong knowledge of inbound and outbound voice and data roaming call flows across 2G, 3G, 4G and 5G, including international SMS, GRX and VoLTE roaming architectures.
• Comfortable using service-specific roaming support tools, with basic hands-on experience of Geoprobe and Wireshark tracing.
• A collaborative team player who communicates clearly and works effectively with diverse technical and non-technical stakeholders.
• Familiar with SS7, Sigtran, MAP and CAMEL protocols at a foundational operational level.
• Experienced in IT or telecom support environments, with a university or technical university degree and excellent written and spoken English.
• Knowledge of Linux environments and Python scripting is considered an advantage.

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.

Based on the information provided, there is no sufficient detail to add specific information in this section. Indirectly, the role suggests opportunities to deepen expertise in global roaming architectures, incident management, partner collaboration and advanced troubleshooting across multiple mobile technologies.

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.

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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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