Incident & Escalation Analyst L1

Description

Summary: This role supports incident monitoring, escalation management, and service assurance operations in IT and Telecom. Highlights: 1. Opportunity to build a career in IT Operations and Telecom support 2. Engage in incident monitoring and escalation management 3. Coordinate with L2/L3 teams and vendors for timely resolution HIRING – Incident \& Escalation Analyst L1 (Service Assurance) **Location:** Doha, Qatar Mind Stream is hiring an **Incident \& Escalation Analyst L1 (Service Assurance)** to support incident monitoring, escalation management, and service assurance operations. This is an excellent opportunity for candidates looking to build a career in IT Operations and Telecom support. **Key Responsibilities:** * Monitor incidents across Network, Application, and Infrastructure environments. * Log, classify, and prioritize incidents (P1/P2/P3\). * Coordinate with L2/L3 teams and vendors for timely resolution. * Support major incident bridge calls and outage management. * Prepare daily incident reports and maintain SLA compliance. **Requirements:** * 3 years of experience in IT Operations, NOC, or Service Assurance. * Knowledge of Incident, Escalation, and Change Management. * Understanding of Network Monitoring and IT Infrastructure. * Strong communication and coordination skills. * Ability to work in a 24/7 shift environment. Application Question(s): * How many years of experience do you have in IT Operations, NOC, Service Desk, or Service Assurance? * Do you have experience monitoring incidents or alerts using IT monitoring or ticketing tools? * Which ticketing or ITSM tools have you worked with? ServiceNow Jira BMC Remedy ManageEngine Other None * Do you have knowledge of Incident Management and Escalation processes (P1/P2/P3 incidents)? * Have you worked in a Network Operations Center (NOC), Service Desk, or IT Infrastructure support environment? * What is your current and expected salary? Notice period? Work Location: In person