Customer Service & Support Jobs in pune, India (Now Hiring) — 659 open — Page 7

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.
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About this Role

We are seeking a Mobile Service Assurance Engineer to join our Vodafone Network Operations Managed Services team in Bangalore or Pune. This role is focused on proactive and reactive support for Vodafone’s Mobile Service Assurance Team (MSAT), helping to identify, investigate, and resolve customer-impacting mobile network faults across mobile services. You will play a key role in monitoring service alarms, managing incidents end-to-end, supporting service restoration, and collaborating with technical teams and external partners to minimise customer impact. This opportunity is well suited to individuals with experience in telecommunications operations, service assurance, fault management, and mobile network technologies including GSM, LTE, and 5G.

What you’ll do

• Proactively monitor mobile service alarms, investigate service degradation, and initiate actions to reduce customer impact.
• Investigate, triage, and progress mobile network faults raised through Customer Operations and internal ticketing systems.
• Manage incidents throughout their lifecycle, including diagnosis, impact assessment, prioritisation, escalation, and resolution tracking.
• Maintain ownership of assigned incidents and ensure progression in line with agreed service levels and operational expectations.
• Collaborate with second-line support teams, engineering functions, and external vendors to resolve complex technical issues.
• Escalate incidents appropriately when resolution cannot be achieved within MSAT, ensuring clear accountability and follow-through.
• Provide accurate and timely updates in fault management platforms and operational reporting tools.
• Support rapid service recovery by identifying and driving required restoration activities.
• Identify recurring fault trends and contribute to continuous improvement initiatives across operational processes.
• Maintain operational documentation and support knowledge sharing to improve consistency, efficiency, and service quality.
• Support fault management activities across both the existing Vodafone mobile network and the VodafoneThree integration landscape.
• Contribute to key performance objectives including SLA adherence, incident restoration times, alarm handling compliance, queue management, and high-quality fault diagnosis.

Who you are

•2+ years of experience in telecommunications, network operations, service assurance, or a related technical environment.
•Experience monitoring, analysing, and responding to mobile service alarms to identify service degradation and customer impact.
•Good understanding of GSM, LTE, and 5G technologies.
•Knowledge of mobile network architecture across RAN and Core domains, including eNodeB/gNodeB, MME/AMF, SGW/PGW/UPF, and IMS.
•Understanding of end-to-end voice, data, and messaging service flows.
•Awareness of network signalling, protocols, and interfaces including Diameter, GTP-C/U, SIP, SS7, HTTP/2, PFCP, SBA/SBI interfaces, S1, S5/S8, N1-N4, SGi/N6, and IMS.
•Understanding of Single Packet Core (SPC) and 5G Core architecture, including control and user plane separation.
•Experience using fault and ticket management tools such as NETSCOUT, Mycom, Remedy, Netcool, or equivalent platforms.
•Understanding of incident management practices within SLA-driven operational environments.
•Strong analytical and troubleshooting skills, with the ability to correlate issues across multiple network domains.
•Ability to manage multiple incidents in a fast-paced, ticket-driven environment.
•Effective written and verbal communication skills in English.
•Collaborative approach and ability to work across multiple technical teams and stakeholders.
•Self-motivated, well organised, and focused on delivering positive customer outcomes.

Desirable
•Experience working within customer-impacting fault management environments.
•Exposure to multi-vendor telecommunications networks.
•Basic scripting or automation knowledge.
•Experience supporting network transformation or integration programmes.

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 critical operational team supporting customer-facing mobile services.
• Exposure to advanced mobile network technologies across GSM, LTE, and 5G environments.
• Involvement in large-scale service assurance and fault management activities across a complex telecommunications network.
• Cross-functional collaboration with engineering teams, operational specialists, and external partners.
• Opportunity to contribute to service improvement and operational excellence initiatives.
• Exposure to network integration and transformation activities within a major telecommunications organisation.

What skills you will learn

• Advanced mobile service assurance and proactive alarm management techniques.
• End-to-end incident management and service restoration practices.
• Fault isolation and troubleshooting across RAN, Core, and IMS domains.
• Mobile network signalling and protocol analysis across 4G and 5G environments.
• Operational excellence and SLA-driven service management.
• Stakeholder collaboration and vendor management within a telecommunications operations environment.
• Continuous improvement methodologies and operational process enhancement practices.
• Practical exposure to network transformation and integration activities.

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.

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