Manager_L2 IP Networking

Job description

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 IP Network Specialist to provide advanced technical support, incident management, fault resolution, and service restoration across complex service provider network environments. This role is ideal for a networking professional with strong expertise in IP/MPLS, Segment Routing, Transport and Optical technologies who thrives in high-severity operational environments. The successful candidate will act as a key escalation point for critical network incidents, collaborate with cross-functional teams, engage directly with customers, and contribute to continuous service improvement and operational excellence. What you’ll do Incident Management & Service Restoration Act as the technical resolution point for major incidents and critical core network outages. Take end-to-end ownership of incidents until full service restoration is achieved. Perform advanced troubleshooting across IP/MPLS, transport, and optical network domains. Provide Level 2 escalation support to Network Operations Centre (NOC), Service Operations, Engineering teams, and customers. Lead technical bridge calls during critical incidents and provide regular communication updates to stakeholders. Ensure compliance with incident management, escalation, and communication processes. Conduct post-incident reviews, root cause analysis (RCA), and corrective action planning. Identify recurring issues and drive long-term problem resolution initiatives. Customer & Stakeholder Management Serve as a senior technical point of contact for customer escalations. Participate in customer discussions, incident reviews, and service improvement activities. Communicate technical issues, risks, and mitigation plans clearly to both technical and non-technical audiences. Foster customer confidence through proactive engagement, transparency, and accountability during major incidents. Technical Operations & Troubleshooting Provide expert-level support and troubleshooting across: Routing & Switching Technologies IS-IS BGP MPLS L2VPN / L3VPN Segment Routing (SR-MPLS) Traffic Engineering (SR-TE / MPLS-TE) Multicast (PIM, IGMP, MVPN) QoS and Traffic Management IPv4 / IPv6 Virtualised Networking Platforms Nokia VSRa (22.10R1) VSRa architecture and virtual routing environments Control plane and forwarding plane diagnostics Performance, availability, and capacity troubleshooting Supported Technology Platforms Nokia: 7750 SR-12e, 7210, VSRa (22.10R1) Huawei: NE8000-M8, CX600-X2-M8A, CX600-X8A Cisco: NCS560-7, ASR9910 Operational Excellence Ensure adherence to ITIL Incident, Problem, Change, and Major Incident Management practices. Drive proactive service improvement initiatives to enhance network reliability and operational effectiveness. Develop and maintain troubleshooting documentation, knowledge articles, and operational procedures. Mentor Level 1 engineers and provide subject matter expertise across supported technologies. Who you are Experience 6 to 8+ years of experience within Telecom, ISP, or Service Provider environments. Strong background in Network Operations, Incident Management, and Service Assurance. Demonstrated experience managing customer-facing technical escalations. Extensive experience troubleshooting multi-vendor IP/MPLS networks. Technical Expertise Strong knowledge of: IS-IS BGP MPLS Segment Routing Traffic Engineering Multicast technologies IPv4 / IPv6 QoS Experience supporting: Nokia service provider platforms Huawei service provider platforms Cisco service provider platforms Professional Skills Strong sense of ownership and accountability for service outcomes. Excellent analytical and troubleshooting capabilities. Ability to remain composed and make informed decisions during high-priority incidents. Effective customer engagement and stakeholder management skills. Strong written and verbal communication abilities. Ability to collaborate across teams and drive technical resolution activities. Preferred Qualifications CCNP Service Provider or Enterprise Nokia NRS Certifications Huawei HCIP or HCIE Routing & Switching ITIL Foundation or ITIL Practitioner 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 on large-scale, multi-vendor service provider networks supporting critical business services. Exposure to advanced networking technologies including IP/MPLS, Segment Routing, Traffic Engineering, Multicast, and virtualised networking solutions. Customer-facing exposure with opportunities to influence service improvements and operational outcomes. Opportunity to lead major incident resolution activities and contribute to strategic reliability improvements. A collaborative environment that supports knowledge sharing, mentoring, and continuous professional development. What skills you will learn Advanced Major Incident Management and Service Restoration practices. Deep expertise in IP/MPLS architecture, Segment Routing, and Traffic Engineering. Customer communication and stakeholder management in high-impact operational scenarios. Root Cause Analysis methodologies and proactive problem management techniques. Multi-vendor troubleshooting across Nokia, Huawei, Cisco, transport, and optical network environments. Technical leadership, mentoring, and operational excellence capabilities aligned with ITIL best practices. 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 Facebook: VOIS Facebook Instagram: VOIS Instagram Chat with our employees: Learn more about our projects