Requirements
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, and latency/jitter/packet loss impacting voice quality. Classify alarms by priority and service impact. Log and manage incidents in tools like ServiceNow/Remedy, ensuring timely acknowledgment, categorization, and updates. Perform basic checks such as landline/SIP trunk status, PRI/E1 status, call failure validation, and reachability checks. Escalate unresolved issues to L2/Voice Core Team/OEM/Carrier following the defined escalation matrix. Provide timely updates to internal teams and customers. Ensure adherence to SLA/MTTR targets and incident management processes. Prepare shift reports, incident summaries, and daily outage reports. 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 including TCP/IP fundamentals, basic routing and switching concepts, and QoS understanding (voice prioritization basics). Exposure to NMS/EMS monitoring tools and ticketing tools (ServiceNow, Remedy). Basic CLI/log analysis is preferred.
Description
Job Title – Voice NOC L1 Engineer / Voice Network Monitoring Engineer (Service Assurance)Company – TCS (MEA)Location – Doha, QatarJob type – Full timeAbout 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 Responsibilities1. Network Monitoring & Event ManagementMonitor Voice Network alarms and performance via NMS/EMS toolsTrack events related to: SIP trunk failures / call routing issuesPRI/E1 link downVoice gateway / SBC alarmsCall completion failures / congestionLatency, jitter, packet loss impacting voice qualityClassify alarms based on priority (P1/P2/P3) and service impact2. Incident ManagementLog and manage incidents in tools like ServiceNow / RemedyEnsure timely acknowledgment, categorization, and updatesFollow incident lifecycle as per SLA/TAT guidelinesMaintain accurate ticket notes and activity logs3. First-Level TroubleshootingPerform basic checks such as: Landline/ SIP trunk status / registration validationPRI/E1 status checksCall failure validation (incoming/outgoing)Basic trace/log verification (where applicable)Reachability checks (ping/traceroute)Identify issue domain: Access / last mileCore voice platformCustomer CPE / gatewayCarrier/ISP dependency4. Escalation HandlingEscalate unresolved issues to L2 / Voice Core Team / OEM / CarrierFollow defined escalation matrix for high severity incidentsEnsure timely escalation for P1/P2 issues5. Coordination & CommunicationProvide timely updates to: Internal teams (L2, field, engineering)Customer support / service deskSupport bridge calls during major outagesShare shift handover updates with pending issues6. SLA & Process ComplianceEnsure adherence to: SLA / MTTR targetsIncident management processesAudit and compliance standardsMaintain queue hygiene and avoid ticket ageing7. Reporting & DocumentationPrepare: Shift reportsIncident summariesDaily outage reportsHighlight repeat/chronic issues to L2 teamsMaintain logs of major events and actions takenRequired Technical SkillsCore Voice Knowledge (Basic Level)Understanding of: VoIP / SIP / RTP protocolsPRI / E1 / TDM basicsIP Telephony conceptsSoftswitch / IMS basics (awareness level)Network BasicsTCP/IP fundamentalsBasic routing and switching conceptsQoS understanding (voice prioritization basics)Tools & PlatformsExposure to: NMS/EMS monitoring toolsTicketing tools (ServiceNow, Remedy)Basic CLI/log analysis (preferred).Application Deadline: 20-Sep-2026Privacy Note:https://www.tcs.com/connect-with-tcs/privacy-policy