The SOC L1 Engineer is responsible for first-line monitoring, incident handling, and operational support of telecom networks, customer Data Centers, and Video Broadcast platforms. The role includes proactive monitoring and Level-1 troubleshooting of video broadcast solution, along with telecom services such as MPLS, POTN, DWDM, SDH, and IP networks. The position acts as the primary operational interface between customers, internal Technology O&M teams, Field Level Maintenance (FLM), International Cable System Carriers, and Video Engineering teams, ensuring high service availability and strict SLA compliance

• Perform 24x7 monitoring of Global & Domestic networks, Data Center infrastructure, and

Video Broadcast platforms

• Monitor alarms related to video broadcast solutions, signal transport, and service delivery

• Identify service degradation, outages, latency, packet loss, and synchronization issues

• Log and manage incidents using ITSM ticketing systems

• Perform Level-1 troubleshooting for Global & Domestic Links and video broadcast

platforms

• Conduct initial fault isolation and impact assessment

• Escalate unresolved incidents to Transmission, IP, Video Engineering, International Cable

Carriers or FLM teams

• Track incidents through full lifecycle ensuring SLA and escalation compliance

• Prepare service availability reports, RFOs, and post-incident reports

• Support Data Center operations including visitor escorting and Remote Hands support