SC Cleared Incident & Problem Management Analyst

Tata Consultancy Services; Warrington; Ibrido; GBP 45.000 - 60.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

SC cleared

ITIL knowledge

Incident management

Problem management

ServiceNow / ITSM

Stakeholder comms

Root cause analysis

On-call support

Team collaboration

Governance

Strumenti

ServiceNow

Descrizione del lavoro

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.