Voice NOC L1 Engineer

About Tata Consultancy Services:

Tata Consultancy Services (TCS) is a global IT services and consulting company with over 50 years of experience aiding major enterprises in their transformation efforts. With its Location Independent Agile™ delivery model, TCS is recognized worldwide for excellence in software development. Part of the Tata conglomerate, TCS employs over 616,000 professionals across 53 countries, representing 157 nationalities.

Role Overview:

The Voice NOC L1 Engineer will be responsible for monitoring and managing voice network performance and alarms, handling incidents, conducting initial troubleshooting, escalating issues appropriately, and ensuring compliance with SLAs and processes for client operations in Doha, Qatar.

Key Responsibilities:

• Continuously monitor alarms and performance of voice networks using NMS/EMS tools.
• Track and investigate events such as SIP trunk failures, PRI/E1 link downtime, voice gateways/SBC alarms, call failures, congestion, latency, jitter, and packet loss affecting call quality.
• Prioritize alarms according to urgency and service impact (P1/P2/P3 classification).
• Log, manage, and update incidents using tools like ServiceNow or Remedy, following SLA and turnaround time guidelines.
• Conduct first-level troubleshooting tasks including verifying landline and SIP trunk status, PRI/E1 line integrity, call failure validation, basic log checks, and connectivity tests (ping, traceroute).
• Identify the domain of issues such as access/last mile, core voice platform, customer equipment, or carrier dependencies.
• Escalate unresolved or critical incidents to Level 2 support, voice core teams, original equipment manufacturers, or carriers, adhering to escalation protocols.
• Communicate timely updates to various stakeholders including internal teams, customer support, and service desks; support bridge calls during major outages and ensure proper handover during shift changes.
• Maintain compliance with SLA targets, incident management policies, audits, and process standards, ensuring ticket queues are well managed.
• Prepare daily and shift-specific reports including incident summaries and outage reports; highlight recurring problems to advanced teams and document major events and actions.

Required Skills and Knowledge:

• Basic understanding of core voice concepts including VoIP, SIP, RTP protocols.
• Familiarity with PRI, E1, and TDM technologies.
• General knowledge of IP telephony, softswitch, and IMS systems.
• Fundamental networking knowledge: TCP/IP, basic routing and switching, and Quality of Service (QoS) principles related to voice traffic prioritization.
• Experience with network monitoring (NMS/EMS) and incident ticketing tools like ServiceNow or Remedy.
• Preferable capability in command line interface usage and basic log analysis.

Additional Information:

This role operates onsite in Doha, Qatar, on a full-time basis. Candidates should ensure availability and commitment to the assigned work schedule. Deadline for applications is 20 September 2026.

Privacy Note:

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