Incident & Escalation Management L1 (Service Assurance)

Required Skills

The role requires understanding of Incident and Escalation Management processes, proficiency with ticketing tools like ServiceNow, Remedy, and Jira, and basic technical awareness of IT/Telecom environments. Candidates should be able to monitor incidents, classify them, manage their lifecycle, escalate issues as per the matrix, and provide timely communication to stakeholders.

Job Title – Incident & Escalation Management L1 (Service Assurance)Company – 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. Incident Identification & MonitoringMonitor 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 incidents2. Incident Logging & Lifecycle ManagementLog incidents accurately in ticketing tools (ServiceNow, Remedy, Jira, etc.)Capture: Impact and affected servicesPriority and severity detailsInitial observationsTrack incidents through complete lifecycle (Open → In Progress → Resolved → Closed)3. Escalation ManagementExecute escalations as per standard escalation matrix and timelinesCoordinate with: Technical resolution teams (L2/L3)Support functions and external vendorsEnsure zero delay escalation for critical (P1/P2) incidents4. Communication & CoordinationProvide timely and accurate status updates to stakeholdersSend: Incident notificationsProgress updatesClosure confirmationsSupport bridge calls / war rooms during major incidentsEnsure clear, concise, and professional communication5. Major Incident SupportAssist in handling high-impact outages (P1/P2)Track progress and follow up with resolver teamsEnsure continuous updates to stakeholders and leadership6. SLA & Process ComplianceEnsure adherence to: Defined SLA and TAT timelinesIncident and escalation processesMaintain ticket quality, proper documentation, and queue hygieneAvoid backlog and ticket ageing7. Cross-Functional CoordinationAct as a central coordination point between: Operations teamsTechnical teamsCustomer/service teamsEnsure smooth information flow and alignment during incidents8. Reporting & DocumentationPrepare: Shift-wise incident reportsDaily summaries and outage logsEscalation trackersMaintain records of: Major incidentsRepeat issuesHighlight trends and recurring problems9. Process Governance & ComplianceFollow defined: SOPsEscalation protocolsCommunication templatesSupport internal/external auditsEnsure adherence to operational standardsRequired SkillsProcess KnowledgeUnderstanding of: Incident ManagementEscalation ManagementBasic Problem & Change Management conceptsKnowledge of priority classification (P1/P2/P3)Tools & SystemsExperience with: Ticketing tools (ServiceNow, Remedy, Jira)Monitoring/alerting tools (NMS/EMS dashboards – basic exposure)General Technical AwarenessBasic understanding of: IT/Telecom service environmentsNetwork/IT infrastructure (high-level).Application Deadline: 20-Sep-2026Privacy Note:https://www.tcs.com/connect-with-tcs/privacy-policy