Incident and Problem Management Analyst (SC Cleared)

Tata Consultancy Services; Warrington; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Tata Consultancy Services UK&I in Warrington is recruiting for an Incident and Problem Management Analyst (SC Cleared) to maintain service stability in a complex environment. The role coordinates with the Service Desk, SIAM and resolver groups to ensure timely resolution, governance and continuous service improvement.

You will monitor incidents and problems, drive root cause analyses, and contribute to end-user communications and post-incident reviews.

Qualifications

• SC cleared and ITIL knowledge required.
• Experience in Incident and Problem Management within a busy operational environment.
• Strong ITIL incident management knowledge and governance.
• Ability to monitor and support achievement of process SLAs, KPIs and service quality targets.
• Excellent verbal, written and stakeholder communication skills.
• Experience with ITSM tools such as ServiceNow.

Responsibilities

• Act as the primary point of contact for Incident and Problem records.
• Monitor incidents and problems to ensure SLAs, KPIs and quality standards are met.
• Identify, initiate, schedule and conduct incident and problem reviews.
• Ensure timely closure of resolved and end-user confirmed incident records.
• Provide guidance and support to Incident Process Coordinators and service teams.
• Set up and chair bridge calls for incidents in line with agreed processes.
• Coordinate with SIAM, ITSM, Service Desk, resolver groups and business teams.
• Manage major/high-priority incidents, ensuring effective diagnosis, escalation and communication.
• Deliver clear and timely communications to customers, IT teams and stakeholders.
• Produce trend analysis for recurring incidents and problems to support service improvement.
• Drive root cause analysis for recurring and high-impact problems, ensuring corrective actions are tracked to closure.
• Maintain problem records, known errors and workaround documentation to reduce repeat incidents and improve knowledge reuse.
• Attend customer and service review meetings, representing the service management viewpoint.
• Identify process enhancement opportunities, prepare solutions and support delivery through to execution.
• Experience supporting major incident communications and post-incident review actions.
• Knowledge of root cause analysis techniques and problem review governance.

Skills

SC cleared

ITIL knowledge

Incident management

Problem management

ServiceNow / ITSM

Stakeholder comms

Root cause analysis

On-call support

Team collaboration

Governance

Tools

ServiceNow

Job description

If you need support in completing the application or if you require a different format of this document, please get in touch with at [e-mail] or call TCS London Office number 02031552100 with the subject line: “Application Support Request”.

Role: Incident and Problem Management Analyst (SC Cleared)

Job Type: Permanent

Location: Warrington, UK

Mode of Working: Hybrid

Number of hours: 40 hours per week – full time

Ready to utilize your experience and expertise in Incident and Problem Management Analyst?

We have an exciting role for you – Incident and Problem Management Analyst!

Careers at TCS:

It means more TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Build strong relationships with a diverse range of stakeholders.
• Gain access to endless learning opportunities.
• Work closely with the range of teams within the business to bring products to life.

The Role

As an Incident and Problem Management Analyst, you will play a key role in maintaining service stability across a complex, business-critical technology environment. You will support the effective management of incidents and problems by coordinating with Service Desk, SIAM, resolver groups and business stakeholders to ensure timely resolution, clear communication and continuous service improvement. The role will involve monitoring service performance, supporting major incident activity, contributing to root cause analysis, maintaining problem and known error records, and helping reduce repeat incidents through effective governance and knowledge management.

Your responsibilities:

• Act as the primary point of contact for Incident and Problem records.
• Monitor incidents and problems to ensure SLAs, KPIs and quality standards are met.
• Identify, initiate, schedule and conduct incident and problem reviews.
• Ensure timely closure of resolved and end-user confirmed incident records.
• Provide guidance and support to Incident Process Coordinators and service teams.
• Set up and chair bridge calls for incidents in line with agreed processes.
• Coordinate with SIAM, ITSM, Service Desk, resolver groups and business teams.
• Manage major/high-priority incidents, ensuring effective diagnosis, escalation and communication.
• Deliver clear and timely communications to customers, IT teams and stakeholders.
• Produce trend analysis for recurring incidents and problems to support service improvement.
• Drive root cause analysis for recurring and high-impact problems, ensuring corrective actions are tracked to closure.
• Maintain problem records, known errors and workaround documentation to reduce repeat incidents and improve knowledge reuse.
• Attend customer and service review meetings, representing the service management viewpoint.
• Identify process enhancement opportunities, prepare solutions and support delivery through to execution.
• Experience supporting major incident communications and post-incident review actions.
• Knowledge of root cause analysis techniques and problem review governance.

Your Profile

Essential skills/knowledge/experience:

• SC cleared.
• ITIL certified or able to demonstrate strong ITIL process knowledge.
• Experience working in Incident and Problem Management within a busy operational environment.
• Strong understanding of ITIL Incident Management processes, procedures and governance.
• Ability to monitor and support achievement of process SLAs, KPIs and service quality targets.
• Excellent verbal, written and stakeholder communication skills.
• Strong customer management, service focus and proactive ownership.
• Good working knowledge of ITSM tools, Microsoft Office and Microsoft Teams.
• Confident decision-maker with a practical operational viewpoint.
• Strong negotiation and influencing skills across technical and business teams.
• Willingness to support On-call and work in shifts during business hours.
• Help keep critical services running by supporting effective Incident and Problem Management across a complex operational environment.
• Work with SIAM, Service Desk, resolver groups and business stakeholders to drive timely resolution, service stability and continuous improvement.
• Build your service management expertise while contributing to root cause analysis, known error management and improved customer experience.
• ITIL V5 certification.
• Strong Infrastructure Technical Skills.
• Experience with ServiceNow or similar ITSM platforms.

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity and inclusion motto is ‘Inclusion without Exception’. Our continued commitment to Culture and Diversity is reflected across our workforce implemented through equitable workplace policies and processes.

You’ll find a welcoming culture and many internal volunteering and social networks to join (these are optional). Our diversity, inclusion and social activities include 12 employee networks such as gender diversity, LGBTQIA+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events and we sponsor the London Marathon.

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at [e-mail] with the subject line: “Adjustment Request” or call TCS London Office 02031552100 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.