Service Management Analyst (Apprenticeship)

Tata Consultancy Services; Newcastle upon Tyne; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Extensive training resources

Discounts within Tata network

Job summary

Tata Consultancy Services Limited, a leading IT services provider in the UK, seeks an enthusiastic Service Management Analyst Apprentice to support live public sector IT services in a hybrid AWS-on-premise architecture. You will work within the Live Services Support team, handling L3 application support and contributing to incident resolution and service improvement.

You will gain hands-on experience with IT Service Management, cloud-based systems, and agile ways of working while collaborating

Qualifications

• Logical problem solving with a structured approach.
• Strong attention to detail in a dynamic environment.
• Enthusiasm for technology and cloud services.
• Self-motivation and a willingness to learn.
• Ability to collaborate within multi-disciplinary teams.
• Strong written and verbal communication skills.
• Customer-focused mindset with professionalism.
• Adaptability and responsiveness to feedback.
• Basic Microsoft Office and digital literacy.

Responsibilities

• Support enterprise-scale applications within the ADM function.
• Monitor application health and performance using enterprise tools.
• Assist Level 3 support in resolving escalated issues from L1/L2.
• Diagnose issues across hybrid environments (on-prem and AWS).
• Support ITIL-aligned incident, problem and service requests management.
• Log incidents in ITSM tools such as ServiceNow.
• Communicate updates clearly to users and stakeholders.
• Contribute to root cause analysis and knowledge base updates.
• Collaborate with development and platform teams in an agile model.
• Support continuous service improvement and optimisation initiatives.

Skills

Logical problem solving

Attention to detail

Enthusiasm for technology

Self-motivation

Team collaboration

Written and verbal communication

Customer-focused mindset

Adaptability

Basic digital literacy

Tools

ServiceNow

Job description

TCS is a purpose-led transformation company, built on belief. We do not just help businesses 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 opportunities to make an impact that matters through challenging projects that demand ambitious innovation and thought leadership.

In this role, you will have the opportunity to:

• Build your career in IT and Service Management within a large-scale public sector digital programme supporting a complex enterprise solution that provides important citizen services.
• Gain hands‑on experience supporting real‑world hybrid architecture, combining legacy platforms with AWS cloud services.
• Work in a dynamic environment with exposure to multiple stakeholders and enterprise functions, helping you develop a strong understanding of IT transformation and how technology can make a positive impact on businesses and customers.

The Role

As a Service Management Analyst (AWS Cloud Support Specialist Apprentice), you will work within a live public sector IT service environment, supporting complex enterprise applications across a hybrid technology landscape that provides important citizen services.

The environment includes a combination of on-premise COTS products and modern AWS-based cloud services, including microservices, serverless functions and containerised workloads.

You will be part of a Live Services Support (LSS) team delivering Level 3 (L3) application support, contributing to incident resolution, service improvement and operational stability.

Working alongside experienced engineers and stakeholders, you will gain exposure to IT Service Management, cloud-based systems and agile ways of working, while helping to deliver reliable and user-focused services.

Your Responsibilities

You will:

• Work within the Application Development Maintenance (ADM) function, supporting enterprise‑scale applications.
• Support the monitoring and analysis of application health and performance using enterprise monitoring tools and products.
• Assist L3 support teams in investigating and resolving issues escalated from L1/L2.
• Assist in diagnosing issues across hybrid environments, including on‑premise and AWS‑hosted systems.
• Support live services in line with ITIL practices, including incident, problem and service request management.
• Ensure accurate logging and tracking of incidents and requests using ITSM tools, such as ServiceNow.
• Communicate effectively with users and stakeholders, providing clear updates and guidance.
• Contribute to root cause analysis, documentation and knowledge‑base updates.
• Collaborate with development and platform teams within an agile delivery model.
• Support continuous service improvement and optimisation initiatives.

Your Profile

Essential Skills, Knowledge and Experience

We are looking for someone who demonstrates:

• Logical and analytical problem‑solving ability.
• Strong attention to detail and a structured approach to managing tasks in a dynamic environment.
• Enthusiasm for technology and cloud-based services.
• Self‑motivation and a strong willingness to learn.
• The ability to work collaboratively within multi-disciplinary teams.
• Strong written and verbal communication skills.
• A customer‑focused mindset, with empathy and professionalism.
• Adaptability and responsiveness to feedback.
• Basic digital literacy, including Microsoft Office tools.

Desirable Skills, Knowledge and Experience

It would also be beneficial if you have:

• Exposure to programming or scripting in any language.
• Familiarity with databases or system troubleshooting.
• An introductory awareness of APIs or microservices concepts.
• A basic understanding or appreciation of application support or IT Service Management concepts.
• Awareness of cloud platforms, particularly AWS.

Rewards and Benefits

• pension
• health care
• life assurance
• laptop
• phone
• access to extensive training resources
• discounts within the larger Tata network

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UKI 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 welcome and embrace diversity and are committed to providing an inclusive recruitment experience.

We are a Disability Confident Employer and encourage disabled people to apply for this role. We offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.

Reasonable Adjustments

We welcome adjustment requests before you complete your application and at any stage of the recruitment process.