Voice NOC L1 Engineer

About the role

The Voice NOC L1 Engineer will join TCS's Service Assurance team in Doha, monitoring the health and performance of the voice network. The role focuses on detecting, classifying, and escalating voice‑related incidents to ensure uninterrupted telephony services for customers.

Key responsibilities

• Monitor voice network alarms and performance via NMS/EMS tools, tracking SIP trunk failures, PRI/E1 link status, gateway/SBC alarms, and quality metrics such as latency, jitter, and packet loss.
• Log and manage incidents in ServiceNow or Remedy, ensuring proper acknowledgment, categorization, and adherence to SLA/TAT guidelines.
• Perform first‑level troubleshooting: validate SIP trunk registration, check PRI/E1 status, verify call failures, run basic trace/log checks, and conduct reachability tests (ping/traceroute).
• Escalate unresolved issues to L2, Voice Core, OEM, or carrier teams following the defined escalation matrix for P1/P2 incidents.
• Provide timely updates to internal teams, customer support desks, and participate in bridge calls during major outages.
• Maintain queue hygiene, avoid ticket ageing, and ensure compliance with incident‑management processes and audit standards.
• Prepare shift reports, incident summaries, daily outage reports, and document repeat issues for the L2 team.

Required profile

• Basic knowledge of voice technologies and protocols (VoIP, SIP, RTP, PRI/E1, TDM).
• Familiarity with network monitoring tools (NMS/EMS) and incident‑management platforms such as ServiceNow or Remedy.
• Ability to follow defined processes, classify alarms by priority, and communicate effectively during incidents.

Required skills

• VoIP / SIP / RTP protocols
• PRI / E1 / TDM basics
• IP Telephony concepts
• Softswitch / IMS awareness
• TCP/IP fundamentals
• QoS basics for voice prioritization
• Experience with NMS/EMS monitoring tools
• ServiceNow or Remedy ticketing systems
• Basic network troubleshooting (ping, traceroute)