Senior Executive_ Mobile Field Dispatch Specialist - Bangalore
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 Mobile Field Dispatch Specialist to triage telecommunications fault tickets, allocate reactive and planned fieldwork, and monitor assignments through to resolution. The role involves supporting field engineers, coordinating site access and third-party services, managing escalations, and contributing to Dispatch and Field Services KPIs. This is a mandatory 24x7 shift-working position requiring collaboration with assurance, field operations, maintenance, incident management , sevice desk support and internal management teams.
What you’ll do
- Conduct initial triage and technical analysis of fault requests to enable accurate dispatch.
- Allocate reactive and planned work manually or through automated processes.
- Monitor work queues, jeopardy alerts and ticket assignments within agreed service levels.
- Maintain accurate ticket notes, including access requests, approvals, dates and references.
- Coordinate site access, climbing permissions, escorts and third-party services.
- Ensure required risk assessments, method statements, certifications and insurance documents are available.
- Provide telephone and email support to internal teams, field engineers and customers.
- Escalate fault-related issues and delays through the appropriate management channels.
- Provide purchase order and payment information for access applications and invoice approvals.
- Support disaster recovery procedures following internal or external equipment failures.
- Produce escalation and post-failure reports.
- Help improve dispatch tools, processes and operational performance.
Who you are
- You hold a qualification in Electrical Engineering, Telecommunications Engineering or an equivalent discipline.
- You have at least two years of experience in telecommunications, BPO, KPO or a fast-paced ICT dispatch environment.
- You can interpret technical fault-ticket information and dispatch work within defined KPIs.
- You understand fault handling, mitigation and escalation processes.
- You have foundational knowledge of GSM, 3G and 4G technologies.
- You are organised, customer-focused and able to manage multiple priorities.
- You communicate clearly with technical teams, customers, partners and management.
- You can collaborate with internal and external stakeholders to meet customer requirements.
- You have working knowledge of Microsoft Word, Excel, PowerPoint and Project.
- Experience with Remedy or an equivalent ticket-dispatch platform is preferred.
You understand field operations health and safety requirements and third-party partner engagement.
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 mobile network field operations and service assurance.
- Experience working with technical, operational and customer-facing teams.
- Opportunities to contribute to dispatch automation and continuous improvement.
- Experience managing operational risks, escalations and service-level performance.
- A collaborative environment focused on customer service and operational excellence
What skills you will learn
- Advanced fault-ticket triage and dispatch coordination.
- Field resource optimisation and SLA management.
- Telecommunications incident escalation and reporting.
- Site-access, climbing and third-party service coordination.
- Disaster recovery and operational continuity processes.
- Stakeholder communication and cross-functional problem-solving.
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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