What you'll doEnhance service delivery and operational efficiency for corporate segments (Tier 1)Manage exclusive and dedicated first-level support for top-tier enterprise customersLead a 24/7 support team to deliver high-quality customer supportCollaborate with product, pre-sales, sales, network operations, and engineering teams to support customer needsEnsure team performance and adherence to support processesMaintain 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 customersProvide functional support management and in-depth troubleshooting to ensure optimal system performanceRespond to high-priority customer escalations, meet SLAs, and maintain strong customer relationshipsMonitor service performance, generate reports, and continuously improve service quality and availabilityProvide support, mentorship, and training to develop team membersWho you areDegree in Systems and Telecommunications, Informatics Engineering, or Management Informatics5 years of experience in a similar roleKnowledge of the telecommunications industry and Cisco technologyExcellent communication skillsProven experience in team managementAdvanced technical expertise in access networks, LAN, WAN technology, IoT, Cloud, Security Services, and incident managementAbility to handle high-pressure situationsProficiency in English and Portuguese requiredWhat's in it for youWe 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 areYou 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.
Together we can.
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