Assistant Manager-International Voice Operations -Pune-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 an individual with strong VOIP expertise to support Vodafone’s International Voice Service (IVC), a critical global platform serving over 500 million customers across 26 countries. The role ensures high service stability, proactive incident response, and efficient coordination across technical teams within a 24x7 NOC environment. The individual will focus on monitoring, triage and incident lifecycle management for VOIP networks, while contributing to enhanced operational efficiency through automation

Who you will do

• Monitor hardware and software systems to ensure consistent platform stability.
• Manage proactive and reactive incidents within agreed SLAs to maintain an excellent customer experience.
• Perform first-level analysis using inputs from performance monitoring systems and customer feedback to propose effective solutions.
• Provide insights on carrier performance to both commercial and technical teams.
• Identify and drive automation opportunities across operational workflows to reduce manual effort and enhance service efficiency.

Who you are

3–5 years of experience in VOIP technologies with hands-on expertise in troubleshooting.
• Strong collaboration and interpersonal skills with an openness to learning new technologies and processes.
• Analytical mindset with the ability to assess issues methodically.
• Proficient English communication skills, both verbal and written.
• Engineering graduate with in-depth understanding of SIP, SS7 (ISUP/MAP), TCP/UDP and GSM.
• Skilled in troubleshooting FAX, DTMF, CLI, VoIP CODECs, International Toll-Free Services and Universal Freephone Services.
• Hands-on experience with Session Border Controllers (preferably Oracle SBCs), voice switches and central routing engines.
• Knowledge of voice metrics such as ASR, ACD, LCR and MOS.
• Demonstrated capability in handling complex VOIP customer incidents.

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 on a mission-critical global platform supporting diverse markets.
• Exposure to cutting-edge VOIP, routing and interconnect technologies.
• Collaborative and inclusive environment that encourages continuous learning.
• Ability to influence operational improvements through automation initiatives.

What skills you will learn

• Advanced operational management of globally distributed VOIP platforms.
• Automation-driven process optimisation.
• Cross-functional collaboration with technical, commercial and global service teams.
• Enhanced incident management and analytical skills.

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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