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.About this Role We are seeking an experienced Incident Management Specialist to oversee and manage defects, incidents, and escalations across IT applications and systems, including software, infrastructure, and networks. This role ensures timely resolution, root cause analysis, and implementation of corrective and preventive measures to maintain system reliability and compliance.What you'll do

• Act as the escalation point for problem and incident records in BMC Remedy, ensuring accurate documentation and continuous improvement of known error and solution databases.
• Analyse technical issues, identify impacted teams, and coordinate resolution efforts across multiple technical domains.
• Prepare and communicate detailed incident reports, including timelines, root cause analysis, and preventive measures.
• Generate KPI-based reports to monitor incident management performance and system quality.
• Drive continuous improvement initiatives for incident management processes, ensuring compliance with SOX and adherence to documented guidelines.

What skills you will learn

• Advanced incident and problem management techniques.
• ITIL best practices and compliance frameworks.T
• echnical expertise across diverse IT systems and networks.Leadership and coordination skills in high-pressure environments.

Who you are

• Proficient in BMC Remedy and experienced in ITIL-based incident management processes.
• Strong background in infrastructure services, software, hardware, and networking (Cisco, GSM, HSPA, LTE, CCNA).
• Excellent communication skills with fluency in German and English.
• Skilled in coordinating technical teams and moderating resolution sessions.
• Ability to identify and document workarounds, defects, and implement modifications to IT systems.

What's in it for you

• Hybrid way of working: 2 days per week/ 8 per month
• Medical and dental services
• Life and hospitalization insurance
• Dedicated employee phone subscription
• Take control of your benefits and choose any of the below options: meal tickets/private pension/vacation vouchers/cultural vouchers within the budget.
• Special discounts for gyms and retailers
• Annual Company Bonus
• Ongoing Education - we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
• You get to work with tried and trusted web-technology
• We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.
• Special Paternal Program - 4 months of paid paternity leave

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.Not a perfect fit? Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.
#JDEnhancedByTARAFollow us on social media and #StayConnected

• LinkedIn
• Facebook
• Instagram