Requirements
The role requires strong analytical thinking and structured problem-solving abilities, with a good understanding of incident and problem management within the ITIL framework. Candidates must have experience with ticketing tools like ServiceNow, Remedy, or Jira, and be able to perform root cause analysis using methodologies such as 5 Whys, Fishbone, and Fault Tree Analysis. A high-level understanding of telecom/IT infrastructure and the ability to interpret logs and reports are also essential.
Description
Job Title – Problem Management Analyst / Problem Manager – Service AssuranceCompany – TCS (MEA)Location – Doha, QatarJob type – Full timeAbout 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 Responsibilities1. Problem Identification & LoggingIdentify problems based on: Repeated incidentsMajor incidents (P1/P2)Chronic service degradationLog problems in problem management systems/toolsCategorize and prioritize based on impact and recurrence2. Root Cause Analysis (RCA)Lead and perform detailed RCA for network/service issuesUse structured methodologies such as: 5 Whys AnalysisFishbone (Ishikawa) DiagramFault Tree AnalysisIdentify root causes across: Network (Voice/Data/Transmission)Application / SystemProcess / ConfigurationVendor / Infrastructure3. Trend Analysis & Proactive Problem ManagementAnalyze incident data to identify: Repeat faultsPattern-based failuresPerformance degradation trendsDrive proactive actions to avoid future incidentsMaintain a Known Error Database (KEDB)4. Corrective & Preventive Actions (CAPA)Define, track, and ensure implementation of: Corrective actions (fixes)Preventive measures (long-term solutions)Follow up with respective teams for closureValidate effectiveness of implemented solutions5. Major Incident SupportParticipate in Major Incident Reviews (MIR)Provide RCA inputs for high severity outagesEnsure proper documentation of learnings and action items6. Cross-Functional CoordinationWork closely with: L1/L2/L3 Operations teamsEngineering / Design teamsVendor/OEM partnersDrive collaboration for end-to-end problem resolution7. Reporting & GovernancePrepare: Problem management reportsRCA dashboardsWeekly/monthly trend analysis reportsPresent insights to: Leadership teamsCustomer/business stakeholdersTrack KPI adherence and improvement initiatives8. Process Compliance & ImprovementEnsure adherence to: ITIL Problem Management frameworkOrganizational SOPs and governanceIdentify process gaps and drive improvement initiativesSupport audits and compliance requirements9. Knowledge ManagementMaintain: Known Error Database (KEDB)RCA repositoryPublish knowledge articles for operational teamsEnable faster resolution through knowledge reuseRequired SkillsCore CompetenciesStrong understanding of: Incident Management vs Problem ManagementITIL framework (Problem, Incident, Change)Analytical thinking and structured problem-solving approachStrong RCA and troubleshooting capabilityTechnical AwarenessGood understanding of: Telecom/IT infrastructure (Voice, Data, Transmission – high level)Network/service dependenciesAbility to interpret logs, reports, and operational dataTools & TechnologiesExperience with: Ticketing tools (ServiceNow, Remedy, Jira)Reporting/analytics tools (Excel, Power BI – preferred)Knowledge of KEDB and RCA documentation tools.Application Deadline: 20-Sep-2026Privacy Note:https://www.tcs.com/connect-with-tcs/privacy-policy