Problem Management (Service Assurance)

Job Title – Problem Management Analyst / Problem Manager – 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. Problem Identification & Logging

• Identify problems based on:
• Repeated incidents
• Major incidents (P1/P2)
• Chronic service degradation
• Log problems in problem management systems/tools
• Categorize and prioritize based on impact and recurrence

2. Root Cause Analysis (RCA)

• Lead and perform detailed RCA for network/service issues
• Use structured methodologies such as:
• 5 Whys Analysis
• Fishbone (Ishikawa) Diagram
• Fault Tree Analysis
• Identify root causes across:
• Network (Voice/Data/Transmission)
• Application / System
• Process / Configuration
• Vendor / Infrastructure

3. Trend Analysis & Proactive Problem Management

• Analyze incident data to identify:
• Repeat faults
• Pattern-based failures
• Performance degradation trends
• Drive proactive actions to avoid future incidents
• Maintain 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 closure
• Validate effectiveness of implemented solutions

5. Major Incident Support

• Participate in Major Incident Reviews (MIR)
• Provide RCA inputs for high severity outages
• Ensure proper documentation of learnings and action items

6. Cross-Functional Coordination

• Work closely with:
• L1/L2/L3 Operations teams
• Engineering / Design teams
• Vendor/OEM partners
• Drive collaboration for end-to-end problem resolution

7. Reporting & Governance

• Prepare:
• Problem management reports
• RCA dashboards
• Weekly/monthly trend analysis reports
• Present insights to:
• Leadership teams
• Customer/business stakeholders
• Track KPI adherence and improvement initiatives

8. Process Compliance & Improvement

• Ensure adherence to:
• ITIL Problem Management framework
• Organizational SOPs and governance
• Identify process gaps and drive improvement initiatives
• Support audits and compliance requirements

9. Knowledge Management

• Maintain:
• Known Error Database (KEDB)
• RCA repository
• Publish knowledge articles for operational teams
• Enable faster resolution through knowledge reuse

Required Skills

Core Competencies

• Strong understanding of:
• Incident Management vs Problem Management
• ITIL framework (Problem, Incident, Change)
• Analytical thinking and structured problem-solving approach
• Strong RCA and troubleshooting capability

Technical Awareness

• Good understanding of:
• Telecom/IT infrastructure (Voice, Data, Transmission – high level)
• Network/service dependencies
• Ability to interpret logs, reports, and operational data

Tools & Technologies

• Experience with:
• Ticketing tools (ServiceNow, Remedy, Jira)
• Reporting/analytics tools (Excel, Power BI – preferred)
• Knowledge of KEDB and RCA documentation tools.

Application Deadline: 20-Sep-2026

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