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We are seeking an individual to lead the 1st Line TV Operations team responsible for monitoring, maintaining, and supporting Vodafone TV services across multiple vendors. The role ensures smooth operations through first-level troubleshooting, effective escalation, and close collaboration with local markets and Group teams to maintain service excellence and drive continuous improvement.
Job Responsibility:
Guide and develop the team to support their progression and capability enhancement
Ensure complete adherence to business SLAs, KPIs, and quality targets
Perform first-level incident analysis, interruption handling, and service restoration activities
Escalate complex technical issues to second-line teams for swift resolution
Coordinate with field engineers and contractors for on-site support when required, ensuring end‑to‑end issue closure
Provide timely outage notifications and collaborate with Incident Managers and other stakeholders
Participate in ongoing internal and external training to enhance technical skills
Work in alignment with operational agreements and meet core service performance indicators including speed, response time, and error rates
Requirements:
Strong understanding of IPTV, OTT, and Internet Television technologies, including platform architecture, video compression, and delivery concepts
Comfortable working with various web-based and Windows applications
A collaborative communicator with a focus on teamwork and service excellence
Proficient in English (spoken and written)
Self-motivated, adaptable, and keen to stay updated with evolving technology trends
Holds a university degree in Electronics, Telecommunications, or Information Technology
Ideally brings 4–6 years of experience in operations and maintenance environments
What we offer:
Opportunity to lead a high‑impact operations team ensuring exceptional customer experience
Continuous learning through internal and external training sessions
Exposure to multi‑vendor, multi‑market TV operations within a global ecosystem
The chance to influence service quality and operational improvement initiatives