NOC Engineer – VoIP

Toku; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Toku is seeking a NOC Engineer in Chennai to monitor our voice and CCaaS environment, perform first-level troubleshooting, and ensure incidents are resolved or escalated promptly. The role emphasizes VoIP/SIP fundamentals, incident handling, and proactive process improvement.

You will work within a 24/7 roster, contribute to runbooks, and maintain clear incident documentation across teams. Chennai-based, on-site employment with opportunity to grow in a cloud communications company.

Qualifications

• Around three years of experience in a NOC or telecom operations.
• Hands-on understanding of SIP and VoIP fundamentals including call flows and troubleshooting.
• Working knowledge of networking concepts relevant to voice services.

Responsibilities

• Monitor voice and CCaaS environment for quality, availability and capacity.
• Detect, record, classify and triage incidents with first-level resolution or quick escalation.
• Investigate voice issues using SIP traces, packet captures and monitoring data.
• Follow runbooks for incident handling and post-incident reviews.
• Maintain incident records, runbooks and handovers.

Skills

VoIP

SIP

Networking

Linux fundamentals

Incident management

Scripting

Monitoring tools

Communication

Shift work

Education

Bachelor's degree in Telecommunications/CS/EC Engineering

Job description

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

Our Network Operations Centre (NOC) is Toku's primary line of service assurance. As a NOC Engineer, you will monitor our voice and CCaaS environment, investigate incidents, perform first-level troubleshooting and ensure issues are resolved or escalated quickly to the right teams. This is a hands-on telecom operations role where strong VoIP/SIP fundamentals, structured incident handling and operational discipline are more important than deep engineering expertise. You will thrive in this role if you stay composed during incidents, take ownership of your work and are proactive about learning and improving how things are done.

What you will be doing

• Network Monitoring & Service Assurance: Monitor Toku's voice and CCaaS environment, including voice quality, service availability, capacity, carrier connectivity and operational alerts.
• Incident Management & Triage: Detect, record, classify and prioritise incidents, perform initial investigation and ensure issues are resolved at first level where possible or quickly escalated to the appropriate internal or external team.
• VoIP & SIP Troubleshooting: Investigate common voice issues such as call failures, audio quality, dropped calls, registration faults and signalling issues using SIP traces, packet captures and monitoring data.
• Major Incident Response: Follow defined processes for P1/P2 incidents, including incident bridges, timely escalation, stakeholder communication and accurate incident documentation.
• Runbook Execution: Follow established runbooks and operational procedures for known failure scenarios, including first-level remediation, route failover and traffic rerouting where applicable.
• Voice Quality & Capacity Monitoring: Track voice and network performance indicators such as jitter, latency and packet loss, identifying degradation or capacity constraints requiring action.
• Interconnect Support: Monitor interconnect performance, raise and manage fault tickets, and support routing, SIP trunking, number provisioning and interconnect activities where required.
• CCaaS Platform Operations: Monitor contact centre services including voice, queueing, routing, agent registration, call recording and integrations, resolving or escalating operational issues as appropriate.
• Change & Problem Management: Support planned changes and maintenance, participate in root cause analysis and post-incident reviews, and help identify recurring issues and opportunities to improve monitoring and operational processes.
• Documentation & Handover: Maintain clear incident records, ticket updates, runbooks and shift handovers, ensuring information is accurate and useful to colleagues, customers and other technical teams.
• Continuous Improvement & Automation: Contribute ideas for improving monitoring and repetitive operational tasks, using basic scripting or automation where appropriate.
• Shift-Based Operations: Work within a rotating 24/7 roster, including weekends, as part of Toku's Chennai-based NOC operation.

We'd love to hear from you if you have

• Relevant Experience: Around three years of experience in a NOC, telecom operations, voice operations or VoIP support environment.
• VoIP & SIP Fundamentals: Hands-on understanding of SIP and VoIP technologies, including SIP call flows, common codecs and practical voice troubleshooting.
• Troubleshooting Capability: Practical experience investigating incidents using SIP traces, and monitoring tools.
• Networking Fundamentals: Working knowledge of networking concepts relevant to voice services, including routing, firewalls and VPNs.
• Incident & Process Discipline: Experience working within structured incident processes, including prioritisation, escalation, documentation, handover and following established runbooks or SOPs.
• Linux Fundamentals: Basic confidence using the Linux command line to follow diagnostic procedures, review logs and execute operational commands.
• Monitoring Tools: Experience using and interpreting operational monitoring tools and dashboards. Administration-level expertise is not required.
• Communication: Clear written and verbal English, including the ability to provide concise technical updates in tickets and communicate effectively with internal teams, carriers and customers when required.
• Ownership & Learning Mindset: A reliable, proactive approach to operational work, with the willingness to learn new technologies, support colleagues and contribute to improvements rather than simply follow routine.
• Shift Flexibility: Availability to work within a rotating 24/7 shift roster, including weekends.
• Education: A bachelor's degree or diploma in Telecommunications, Computer Science, Electronics & Communications Engineering or a related discipline, or equivalent professional experience.
• Scripting & Automation – Nice to Have: Basic ability to read, understand or modify scripts, with an interest in automating repetitive operational tasks.
• Voice Infrastructure – Nice to Have: Experience with SBCs or softswitch platforms
• Certifications – Nice to Have: Relevant certifications such as CCNA/CCNP Collaboration, Certified SIP Professional, ITIL 4 Foundation or vendor SBC certifications.
• Languages – Nice to Have: Proficiency in additional Asia Pacific languages.
• Work Setup: This role is based in Chennai and is primarily work-from-office, full time. Therefore candidates already based in Chennai, or willing to relocate to Chennai is mandatory

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC's Top 500 High Growth Companies. If you're looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we'd love to hear from you.