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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 a proactive and detail-oriented Network Change Management Specialist to join our Enterprise Connectivity – NCM 24×7 team in Bangalore. This role operates in a real-time change environment and is critical to ensuring accurate, timely, and end-to-end communication of planned network changes to customers and internal stakeholders. The individual will take ownership within their shift, adhere to defined change management processes and SLAs, and contribute to delivering service excellence against key performance indicators.
What you will do
- Apply governance to all internally raised change requests and planned works across the Vodafone network, whether customer-impacting or non-impacting.
- Manage end-to-end customer communications for Vodafone and OLO planned works, including initial notifications, follow-ups, completion confirmations, cancellations, and rescheduling updates.
- Handle engineer site access calls for log-on and log-off requests, ensuring accurate verification, documentation, and alarm clearance.
- Respond to and update tickets for remote log-on/log-off activities associated with planned works.
- Send accurate customer notifications within the defined 24-hour SLA and maintain comprehensive ticket updates.
- Provide real-time customer notifications based on engineer calls and email confirmations.
- Monitor the NCM inbox during UK out-of-hours periods and coordinate customer site access to network sites and data centres.
- Raise and manage Change Clarify, CPS Cease Orders, and SDA Voice Orders, handling tickets end to end.
- Update relevant inventories with change references within agreed SLAs.
- Identify, prioritise, and escalate critical issues to ensure service continuity.
- Participate in process calls as nominated and collaborate with cross-functional teams to share knowledge and best practices.
- Respond to customer queries during UK out-of-hours for general information related to planned works.
Who you are
- An individual with strong written and verbal communication skills, comfortable handling engineer and customer interactions.
- Experienced in change management and incident processes, with a good working understanding of governance and SLA adherence.
- Able to manage multiple tasks effectively in a fast-paced, real-time environment.
- Detail-focused, with the ability to research information using available tools and systems.
- A collaborative team player who builds positive working relationships across teams and departments.
- Flexible and energised by working in a 24×7 rotational shift model.
- ITIL knowledge is desirable, and experience handling international voice customers is advantageous.
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
- Exposure to global enterprise customers and complex network environments.
- Opportunities to work closely with cross-functional and international teams.
- A structured environment focused on process excellence, service quality, and continuous improvement.
- The chance to build a strong foundation in enterprise network change management within a global organisation.
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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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- LinkedIn: https://www.linkedin.com/company/vois/
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- You can also chat with our employees to learn more about our projects: https://lnkd.in/dpkrcvR2
