Overview
Incident & Escalation Management L1 (Service Assurance) Jobs in Doha, Qatar at Tata Consultancy Services
Title: Incident & Escalation Management L1 (Service Assurance)
Company: Tata Consultancy Services
Location: Doha, Qatar
Job Title – Incident & Escalation Management L1 (Service Assurance)
Company – TCS (MEA)
Location – Doha, Qatar
Job type – Full time
About 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 Responsibilities
1. Incident Identification & Monitoring
- Monitor incidents and alerts across multiple service domains (Network, Application, Infrastructure, etc.)
- Identify service-impacting issues and classify them based on priority (P1/P2/P3)
- Ensure timely acknowledgment and validation of incidents
2. Incident Logging & Lifecycle Management
- Log incidents accurately in ticketing tools (ServiceNow, Remedy, Jira, etc.)
- Capture:
- Impact and affected services
- Priority and severity details
- Initial observations
- Track incidents through complete lifecycle (Open → In Progress → Resolved → Closed)
3. Escalation Management
- Execute escalations as per standard escalation matrix and timelines
- Coordinate with:
- Technical resolution teams (L2/L3)
- Support functions and external vendors
- Ensure zero delay escalation for critical (P1/P2) incidents
4. Communication & Coordination
- Provide timely and accurate status updates to stakeholders
- Send:
- Incident notifications
- Progress updates
- Closure confirmations
- Support bridge calls / war rooms during major incidents
- Ensure clear, concise, and professional communication
5. Major Incident Support
- Assist in handling high-impact outages (P1/P2)
- Track progress and follow up with resolver teams
- Ensure continuous updates to stakeholders and leadership
6. SLA & Process Compliance
- Ensure adherence to:
- Defined SLA and TAT timelines
- Incident and escalation processes
- Maintain ticket quality, proper documentation, and queue hygiene
- Avoid backlog and ticket ageing
7. Cross-Functional Coordination
- Act as a central coordination point between:
- Operations teams
- Technical teams
- Customer/service teams
- Ensure smooth information flow and alignment during incidents
8. Reporting & Documentation
- Prepare:
- Shift-wise incident reports
- Daily summaries and outage logs
- Escalation trackers
- Maintain records of:
- Major incidents
- Repeat issues
- Highlight trends and recurring problems
9. Process Governance & Compliance
- Follow defined:
- SOPs
- Escalation protocols
- Communication templates
- Support internal/external audits
- Ensure adherence to operational standards
Required Skills
Process Knowledge
- Understanding of:
- Incident Management
- Escalation Management
- Basic Problem & Change Management concepts
- Knowledge of priority classification (P1/P2/P3)
Tools & Systems
- Experience with:
- Ticketing tools (ServiceNow, Remedy, Jira)
- Monitoring/alerting tools (NMS/EMS dashboards – basic exposure)
General Technical Awareness
- Basic understanding of:
- IT/Telecom service environments
- Network/IT infrastructure (high-level).
Application Deadline: 20-Sep-2026
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