Manager-ENGINEER UNIFIED COMMS 2ND LINE OPERATIONS - 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 an Engineer for Unified Comms 2nd Line Operations to join our dynamic team in Pune. The purpose of this role is to support 2nd line operations for Cisco Unified Communications services and Voice over IP solutions (Hosted Collaboration Solution) for global enterprise customers. This team is responsible for ensuring the overall availability of the Voice platform.

• Provide end-to-end 2nd line technical incident support for Unified communications services.
• Offer input for planning, assessment, and implementation of change requests.
• Resolve reported incidents within service level agreements.
• Request and manage vendor support activities.
• On-board new customers on the production environment through changes, testing, and updates into the inventory database.
• Manage technical service ramp-up, including installation, configuration, and coordination of setup tasks for network platforms.
• Resolve external customer’s technical issues and attend conference calls that have this in scope.
• Update, maintain, and improve the knowledge and inventory database.
• Onboard and troubleshoot new customer deployments

• Advanced knowledge in voice/VoIP networking, SIP protocol, UC Collaboration technologies, specifically: Oracle SBC, MS Teams, SIP, NGIN, IMS.
• Understanding of Networks, AWS, Azure, and the ability to troubleshoot devices.
• Scripting/programming experience, preferably in Python.
• Experience with tools such as Remedy, Netcool, Palladion, VoIP Future, and Science Logic.
• Good oral and written communication skills.
• Six or more years of experience in an implementation role, preferably with a primary technical focus on Cisco UC/Collaboration and Data Center technology.
• Good knowledge of automation tools and cognitive technologies.
• Self-motivated to keep abreast of continual changes in the collaboration technology space

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.

• Opportunity to work with cutting-edge technology in a global enterprise environment.
• Exposure to a multinational work culture.
• Continuous learning and development opportunities.
• Collaborative and inclusive work environment.
• Competitive compensation and benefits package.

• Advanced troubleshooting and incident management for Unified communications services.
• Hands-on experience with Cisco UC/Collaboration and Data Center technology.
• Knowledge of automation tools and cognitive technologies.
• Enhanced communication and collaboration skills.

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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