Overview
Incident & Escalation Analyst L1 (Service Assurance) Jobs | IT Operations & Service Assurance Careers Jobs in Doha, Qatar at Mind Stream
Location
Doha, Qatar
Job Category
- Information Technology (IT) & Software
- Telecommunications
- Customer Service & Support
Job Overview
Mind Stream is seeking an experienced Incident & Escalation Analyst L1 (Service Assurance) to join its team in Doha, Qatar. This position is ideal for IT Operations and Service Assurance professionals who are passionate about ensuring service reliability, managing critical incidents, and supporting enterprise IT and telecommunications environments.
As an Incident & Escalation Analyst L1, you will monitor network, application, and infrastructure incidents while coordinating with technical teams to ensure timely issue resolution and SLA compliance. The role offers strong long-term career growth within IT Operations, Network Operations Centers (NOC), and Service Management, along with opportunities for continuous professional development through exposure to enterprise service assurance processes and industry best practices.
Key Responsibilities
- Monitor incidents across Network, Application, and Infrastructure environments.
- Log, classify, and prioritize incidents based on severity levels (P1, P2, and P3).
- Coordinate with L2, L3, and vendor support teams for timely incident resolution.
- Support major incident bridge calls and outage management activities.
- Prepare daily incident reports and maintain SLA compliance.
- Monitor service availability and elevate critical issues when required.
- Follow Incident, Escalation, and Change Management procedures.
- Maintain accurate incident documentation and operational records.
- Communicate incident status effectively with internal stakeholders.
Requirements & Qualifications
- Bachelor’s degree or Diploma in Information Technology, Computer Science, Telecommunications, or a related field.
- Minimum 3 years of experience in IT Operations, Network Operations Center (NOC), or Service Assurance.
- Strong knowledge of Incident, Escalation, and Change Management processes.
- Understanding of Network Monitoring and IT Infrastructure operations.
- Excellent communication, coordination, and problem-solving skills.
- Ability to work effectively in a 24/7 shift environment
. - Experience working within SLA-driven operational environments is preferred.
Salary, Benefits & Career Growth Benefits
- Opportunity to work in a professional IT Operations and Service Assurance environment.
- Exposure to enterprise network monitoring and incident management processes.
- Collaborative workplace with experienced technical teams.
Career Growth
- Excellent opportunity to progress into L2 Service Assurance, NOC Engineer, Incident Manager, IT Operations Engineer, or Service Delivery roles.
- Gain valuable enterprise experience supporting mission-critical infrastructure and telecommunications services.
Training & Professional Development
- Practical experience with incident management, escalation procedures, SLA management, network monitoring, and enterprise IT service operations.
- Continuous skill development through exposure to service assurance frameworks and operational best practices.
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Title: Incident & Escalation Analyst L1 (Service Assurance) Jobs | IT Operations & Service Assurance Careers
Company: Mind Stream
Location: Doha, Qatar
Category: