## 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. #VOIS #BeUnrivalled #CreateTheFuture ## About this Role We are seeking an experienced eSIM Entitlement Support Engineer to join the Vodafone Group Network Support Unit within Group Technology. This role is focused on delivering high-quality end-to-end technical support for eSIM Entitlement services across Vodafone internal and external operating companies. The successful candidate will play a key role in incident resolution, service stability, platform reliability, automation, and continuous service improvement while contributing to service KPI enhancement and major incident reduction. This opportunity offers a clear pathway towards developing Subject Matter Expert (SME) capability within a dynamic global environment. ## What you’ll do - Perform Incident, Service, Problem and Change Management activities for the service. - Build, implement, upgrade and support new and existing infrastructure applications. - Conduct impact assessments and prioritise system recovery during service failures. - Lead Root Cause Analysis (RCA), lessons learned activities and preventative actions to ensure service excellence and adherence to SLAs. - Provide 24/7 technical support and gather all required information from customers and monitoring systems to resolve end-to-end service incidents. - Contribute towards year-on-year reduction of major incidents within the service. - Operate in line with operational agreements and fulfil service KPIs relating to response time, resolution speed and quality. - Drive continuous service enhancements through automation design and implementation. - Support platform availability objectives exceeding 99.99%. - Maintain change success rates above 99% while preventing incidents caused by change activities or human error. ## Who you are •Bachelor’s degree in Electronics & Telecommunications, Computer Science or a related technical discipline. •5 to 10 years of relevant experience within the telecommunications domain, primarily in operations environments. •Strong knowledge of Layer 7 protocols including HTTP, HTTPS, Diameter and SS7. •Extensive experience in installation, commissioning, integration and support of applications running on Linux-based platforms within cloud environments. •Strong administration and troubleshooting experience across Linux and/or Solaris operating systems. •Excellent working knowledge of SQL and MySQL. •Proficiency with network analysis and tracing tools, including hands-on experience with Wireshark. •Strong analytical, troubleshooting and log-debugging skills. •Knowledge of scripting technologies; exposure to automation is advantageous. •Familiarity with load balancing and network technologies such as iptables, Linux IPVS and HAProxy. •Experience with virtualisation technologies including VMware and Citrix. •Exposure to Network DevOps tools and methodologies. •Automation expertise using Shell scripting and Python. •Ability to create accurate reports, dashboards and presentations using Excel, PowerPoint and Power BI. •Professional certifications such as RHCA, CCNA or VCA are desirable. ## Not a perfect fit? 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. ## What's in it for you - Opportunity to work within a global Vodafone technology environment supporting critical eSIM services. - Exposure to advanced telecommunications technologies, cloud infrastructure and network operations. - A collaborative environment focused on innovation, automation and continuous improvement. - Structured opportunities to develop from a Second Line Engineer role towards Subject Matter Expert (SME) capability. - Experience working with diverse global stakeholders and operating companies. - Participation in initiatives that directly improve customer satisfaction, service reliability and operational excellence. ## What skills you will learn - Advanced incident, problem and change management practices. - Deep technical expertise in eSIM entitlement platforms and telecommunications protocols. - Service reliability engineering and platform availability management. - Root Cause Analysis methodologies and preventative service improvement techniques. - Automation development using Shell scripting and Python. - Cloud platform operations, Linux administration and infrastructure integration. - Network diagnostics, traffic analysis and troubleshooting using industry-standard tools. - KPI management, operational reporting and service performance optimisation. ## VOIS Equal Opportunity Employer Commitment 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. ## 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. ## Alert Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud. #JDEnhancedByTARA ## Follow us on social media - LinkedIn: [VOIS LinkedIn](https://www.linkedin.com/company/vois/) - Facebook: [VOIS Facebook](https://www.facebook.com/voisglobal) - Instagram: [VOIS Instagram](https://www.instagram.com/voisglobal/) You can also chat with our employees to learn more about our projects: [Employee Conversations](https://lnkd.in/dpkrcvR2)