CSI & Problem Management_IASI_Fixed Term Contract 2 years

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 Problem Management Specialist to oversee the full lifecycle of technical problems and defects affecting IT applications, infrastructure, and network systems used by Vodafone customers. The individual will coordinate technical investigations, drive corrective and preventive actions, and act as an escalation point for complex issues. This role requires strong leadership, analytical capability, and the ability to manage multiple stakeholders in a dynamic, fast-paced environment.

• Oversee the development, implementation, and modification of software or hardware solutions during project delivery, including within Agile frameworks.
• Coordinate the investigation of technical defects, engaging relevant technical teams to identify root causes and ensure permanent resolutions and temporary workarounds.
• Lead and motivate cross-functional technical teams to complete outstanding actions within agreed timelines and quality standards.
• Provide consistent communication regarding project status, investigation outcomes, and recommended actions.
• Initiate and lead software, hardware, and incident-reduction projects through detailed incident trend analysis, alert consolidation, and close collaboration with technical teams.

• Proficient in using BMC Remedy or similar ITSM/ticketing tools to manage problems, incidents, and defects.
• Experienced in managing problem tickets, technical projects, software defects, and IT system issues across software, infrastructure, and networking.
• Skilled in coordinating and facilitating sessions with technical teams to identify, document, and resolve problems using structured methodologies.
• Proactive in defining improvements through root-cause analysis techniques such as 5 WHYs or Fishbone.
• Experienced in operational escalation handling and supporting the implementation of system and application improvements.
• Equipped with strong communication and stakeholder management skills, and fluent in English.
• Knowledgeable in ITIL Foundation principles, infrastructure services, networks, software, and hardware.
• Experienced in Project, Problem, Incident, or Change Management environments.

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.

• Advanced problem management techniques and cross-technology troubleshooting.
• Practical application of Agile delivery methods within complex technical environments.
• Enhancing stakeholder engagement and communication capabilities.
• Strengthening technical leadership and coordination in multi‑team environments.
• Broader understanding of IT infrastructure, software development, and network systems.

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

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