SDN Technical Support Specialist - VOIS

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 skilled and customer-focused professional to join a specialist team responsible for the monitoring, assurance, and operational support of complex SD‑WAN and SASE solutions delivered to enterprise customers. This role combines proactive service monitoring with reactive incident management, ensuring high availability, performance, and security compliance across multi‑vendor environments, with a strong focus on Cisco Meraki technologies.

Proactively investigate, analyse, and diagnose technical and potential security compliance issues using agreed monitoring, management, and analytical toolsets.
Reactively respond to customer-raised tickets, undertaking structured troubleshooting to restore service within agreed service level agreements and before critical service failure or security impact where possible.
Take overall technical ownership for incidents within customer SD‑WAN / SASE environments, working closely with Service Desks and resolver groups to ensure accurate routing, diagnostics, and impact assessment.
Monitor alerts and events, ensuring each is investigated, documented, and communicated in line with agreed operational procedures.
Escalate incidents appropriately and in a timely manner, in accordance with contractual and operational service level agreements.
Investigate and resolve issues identified through proactive monitoring tools, aiming to prevent service disruption or security breaches.
Follow documented business processes during faults or security incidents, while identifying opportunities for process improvement and recommending corrective actions.
Engage with Cisco and other relevant vendors or design authorities to resolve complex technical incidents within agreed timeframes.
Support root cause analysis activities and contribute to the production of detailed RCA reports.
Collaborate with Design teams and customers to address discrepancies identified during monitoring or troubleshooting activities.
Participate in a rotational shift schedule to support a 24/7 operational environment.
Complete in-life service changes in line with change management processes, validating that changes do not negatively impact service performance or security posture.
Provide constructive feedback and technical guidance to enhance operational efficiency and customer experience.

An experienced network professional with 3–5 years of hands-on expertise supporting Cisco Meraki SDN solutions, including routers, switches, access points, and cameras.
Knowledgeable in core network technologies such as SD‑WAN, MPLS, Internet connectivity, and TCP/UDP.
A collaborative team member who approaches complex issues with a problem-solving mindset.
A clear and confident communicator, able to present technical information to both technical and non-technical stakeholders.
Customer-focused, with strong relationship-building skills and a commitment to service excellence.
Educated to degree level in Networking, Computer Science, or a related discipline, with a solid understanding of the enterprise technology market.
Ideally holding Meraki-specific certifications (for example, ESMS1 or ESMS2), with additional exposure to fixed networks, Python-based network automation, and customer-facing operational roles.

The opportunity to work with enterprise-scale, multi-vendor SD‑WAN and SASE solutions in a global operating environment.
Exposure to leading network and security technologies, working alongside experienced specialists and design authorities.
A role that balances technical depth with customer interaction, supporting professional growth and long-term career development.
Participation in a collaborative, inclusive culture that values continuous improvement and shared success.

Advanced operational support techniques for SD‑WAN and SASE architectures.
Practical experience in proactive service assurance, incident management, and security compliance monitoring.
Vendor engagement and escalation management within complex enterprise environments.
Root cause analysis, service improvement methodologies, and change management best practices.

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.

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 , 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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