Problem Management Analyst / Problem Manager - Service Assurance

Overview

This full-time role based in Doha, Qatar involves managing problem resolution within service assurance for a global IT consulting and business solutions leader. The company operates with a consulting-led, cognitive-driven approach and utilizes an agile delivery framework recognized in software development excellence.

Key Responsibilities

• Detect and log problems arising from recurring incidents, major outages (priority 1 and 2), and prolonged service degradations.
• Classify and prioritize problems by their impact and frequency using problem management tools and systems.
• Lead in-depth root cause analyses (RCA) for network and service disruptions, employing structured techniques such as 5 Whys, Fishbone diagrams, and Fault Tree Analysis.
• Identify root causes across multiple domains including network (voice, data, transmission), system/applications, processes/configurations, and vendor or infrastructure-related issues.
• Analyze trends in incident data to recognize repeated faults, pattern-related failures, and degradation, and initiate proactive steps to prevent future incidents.
• Maintain and update the Known Error Database (KEDB) to support ongoing problem management.
• Define, monitor, and ensure execution of corrective and preventive actions (CAPA), validate their effectiveness, and coordinate closure with relevant teams.
• Support major incident reviews by contributing detailed RCA insights and ensuring proper documentation of findings and lessons learned.
• Collaborate with various teams including L1 to L3 operations, engineering, design, and vendors for end-to-end problem resolution.
• Prepare comprehensive problem management reports, RCA dashboards, weekly and monthly trend analyses, and deliver key insights to leadership and stakeholders.
• Ensure organizational and ITIL process compliance, identify opportunities for process improvement, and support audit and governance activities.
• Maintain and publish knowledge resources such as the KEDB and RCA documentation to facilitate efficient issue resolution by operational teams.

Required Skills and Competencies

• Robust understanding of incident versus problem management and ITIL frameworks (problem, incident, change management).
• Excellent analytical and structured problem-solving abilities, with strong troubleshooting and RCA skills.
• Familiarity with telecom/IT infrastructure concepts including voice, data, and transmission at a high level, and understanding of service dependencies.
• Capability to interpret operational data, system logs, and reports effectively.
• Experience using ticketing systems such as ServiceNow, Remedy, or Jira, and proficiency with reporting tools like Excel and Power BI.
• Knowledge of maintaining KEDB and documenting RCA processes using relevant tools.

Additional Information

Applicants should note the application deadline is 20th September 2026. The role requires strict adherence to ITIL Problem Management practices and organizational SOPs. Collaboration and communication with multiple stakeholders and teams are essential for success.

Privacy

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