Job Title – Voice NOC L1 Engineer / Voice Network Monitoring Engineer (Service Assurance)
Company – TCS (MEA)
Location – Doha, Qatar
Job type – Full time
About Us:
Tata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development.
A part of the Tata group, India's largest multinational business group, TCS has over 616,171 of the world's best-trained consultants with 157 nationalities in 53 countries. For more information, visit www.tcs.com and follow TCS news at @TCS_News.
Job Description:
Key Responsibilities
1. Network Monitoring & Event Management
- Monitor Voice Network alarms and performance via NMS/EMS tools
- Track events related to:
- SIP trunk failures / call routing issues
- PRI/E1 link down
- Voice gateway / SBC alarms
- Call completion failures / congestion
- Latency, jitter, packet loss impacting voice quality
- Classify alarms based on priority (P1/P2/P3) and service impact
2. Incident Management
- Log and manage incidents in tools like ServiceNow / Remedy
- Ensure timely acknowledgment, categorization, and updates
- Follow incident lifecycle as per SLA/TAT guidelines
- Maintain accurate ticket notes and activity logs
3. First-Level Troubleshooting
- Perform basic checks such as:
- Landline/ SIP trunk status / registration validation
- PRI/E1 status checks
- Call failure validation (incoming/outgoing)
- Basic trace/log verification (where applicable)
- Reachability checks (ping/traceroute)
- Identify issue domain:
- Access / last mile
- Core voice platform
- Customer CPE / gateway
- Carrier/ISP dependency
4. Escalation Handling
- Escalate unresolved issues to L2 / Voice Core Team / OEM / Carrier
- Follow defined escalation matrix for high severity incidents
- Ensure timely escalation for P1/P2 issues
5. Coordination & Communication
- Provide timely updates to:
- Internal teams (L2, field, engineering)
- Customer support / service desk
- Support bridge calls during major outages
- Share shift handover updates with pending issues
6. SLA & Process Compliance
- Ensure adherence to:
- SLA / MTTR targets
- Incident management processes
- Audit and compliance standards
- Maintain queue hygiene and avoid ticket ageing
7. Reporting & Documentation
- Prepare:
- Shift reports
- Incident summaries
- Daily outage reports
- Highlight repeat/chronic issues to L2 teams
- Maintain logs of major events and actions taken
Required Technical Skills
Core Voice Knowledge (Basic Level)
- Understanding of:
- VoIP / SIP / RTP protocols
- PRI / E1 / TDM basics
- IP Telephony concepts
- Softswitch / IMS basics (awareness level)
Network Basics
- TCP/IP fundamentals
- Basic routing and switching concepts
- QoS understanding (voice prioritization basics)
Tools & Platforms
- Exposure to:
- NMS/EMS monitoring tools
- Ticketing tools (ServiceNow, Remedy)
- Basic CLI/log analysis (preferred).
Application Deadline: 20-Sep-2026
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