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We are seeking an experienced network professional to provide second-line technical support for enterprise customers across Vodafone UK’s SDH and Optical platforms. The role plays a critical part in resolving complex incidents, leading technical escalations, and safeguarding customer experience and brand reputation through effective stakeholder and customer engagement.
Job Responsibility:
Provide second-line technical support for SDH and Optical transmission services
Proactively and reactively manage faults, performing advanced troubleshooting and service restoration
Take ownership of complex technical escalations and lead resolution activities during high-impact incidents
Engage directly with internal teams, customers, and suppliers during incident management and service reviews
Identify and deliver opportunities for automation and continuous improvement of knowledge bases and operational processes
Act as a subject matter expert, sharing best practices and technical knowledge across the wider technical community
Requirements:
An experienced telecommunications professional with at least five years’ experience in fixed network technologies
A subject matter expert in optical and transmission networks, with strong analytical and problem-solving capability
Self-motivated, with the ability to independently identify, own, and resolve technical and process-related challenges
Customer-focused, with a proven track record of delivering high-quality service in complex operational environments
Comfortable working in an international context, particularly supporting UK and European stakeholders, with strong written and verbal communication skills
What we offer:
Exposure to complex, high-impact enterprise network environments within Vodafone UK operations
Opportunities to influence service quality, customer experience, and operational best practices
Collaboration with diverse, international stakeholders across technology, operations, and suppliers
A role that values technical expertise, ownership, and continuous improvement