NOC Voice Engineer – L1 / Voice Operations Engineer

Tech Mahindra Limited; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Tech Mahindra is seeking an NOC Voice L1 Engineer in the Philippines to monitor and support enterprise voice and VoIP services 24x7. You will perform initial diagnostics, update incident tickets, and escalate complex issues to L2/L3 teams while coordinating with vendors and field staff.

The role requires 3–5 years of relevant experience, with 2–4 years preferred, and a willingness to work rotational shifts including weekends and public holidays.

Qualifications

• 3–5 years of relevant NOC/VoIP experience.
• Experience with enterprise voice and VoIP services.
• Willingness to work 24x7 rotational shifts (weekends/holidays as required).

Responsibilities

• 24x7 monitoring of voice/VoIP infrastructure, alarms, events, and service availability.
• Acknowledge, triage, and perform first-level diagnosis of incidents.
• Troubleshoot VoIP, SIP, SBC, voice routing, and call-flow issues.
• Perform initial analysis of voice quality and connectivity problems.
• Create, update, and maintain incident tickets with troubleshooting data.
• Follow SOPs during incident handling and provide regular updates to stakeholders.
• Coordinate with vendors and field teams as needed.
• Escalate unresolved issues to L2/L3 teams and support shift handovers.

Skills

VoIP tech

SIP protocol

SBC

Cisco UC

Call-flow analysis

Wireshark

Network security

Job description

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We’re part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with 'Scale @ Speed' as our guiding principle.

3–5 years of relevant experience in Voice/VoIP and NOC operations

Experience: 2–4 years preferred

Work Model: 24x7 rotational shifts, including weekends/public holidays as required

Role Summary

The NOC Voice L1 Engineer will be responsible for 24x7 monitoring, first-level troubleshooting, incident handling, and operational support for enterprise voice and VoIP services. The engineer will perform initial diagnosis, follow standard operating procedures, maintain incident tickets, communicate service updates, and escalates unresolved issues to L2 teams.

Key Responsibilities

• Monitor voice/VoIP infrastructure, alarms, events, and service availability using network monitoring tools.


• Acknowledge, triage, and perform first-level diagnosis of incidents.


• Troubleshoot VoIP, SIP, SBC, voice routing, and call-flow related issues.


• Perform initial analysis of voice quality and connectivity problems.


• Create, update, and maintain incident/service tickets with accurate troubleshooting information.


• Follow established SOPs and operational procedures during incident handling.


• Communicate incident/service updates to customers and relevant support teams.


• Coordinate with vendors and field teams where required.


• Escalate incidents that cannot be resolved at L1 to the appropriate L2/L3 support teams.


• Support shift handovers and operational reporting.

Mandatory Technical Skills

• VoIP technologies


• SIP protocol


• SBC – Session Border Controller


• Cisco Unified Communications


• Call-flow analysis


• Wireshark and packet analysis


• Basic network security and troubleshooting