What you'll do
Enhance service delivery and operational efficiency for corporate segments (Tier 1)
Manage exclusive and dedicated first-level support for top-tier enterprise customers
Lead a 24/7 support team to deliver high-quality customer support
Collaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needs
Ensure team performance and adherence to support processes
Maintain effective communication with both internal and external stakeholders, especially with the VBU delivery team regarding the handover to support process, requiring a deep understanding of the complex solutions implemented on this type of customers
Provide functional support management and in-depth troubleshooting to ensure optimal system performance
Respond to high-priority customer escalations, meet SLAs, and maintain strong customer relationships
Monitor service performance, generate reports, and continuously improve service quality and availability
Provide support, mentorship, and training to develop team members
Who you are
Degree in Systems and Telecommunications, Informatics Engineering, or Management Informatics
5 years of experience in a similar role
Knowledge of the telecommunications industry and Cisco technology
Excellent communication skills
Proven experience in team management
Advanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident management
Ability to handle high-pressure situations
Proficiency in English and Portuguese required
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.
What's in it for you
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
Who we are
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.