Service Management Analyst Intern

Tata Consultancy Services; Newcastle upon Tyne; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Phone

Training resources discount

Job summary

Tata Consultancy Services UK&I is seeking an Service Management Analyst intern to join a live public sector IT service environment, supporting enterprise applications across a hybrid landscape including on‑premise and AWS cloud services.

You will contribute to incident resolution, service improvement and operational stability, working with experienced engineers in an agile delivery model. This internship offers exposure to IT service management practices and practical cloud‑based systems.

Qualifications

• Logical and analytical problem‑solving ability.
• Attention to detail and structured approach to tasks in a dynamic environment.
• Enthusiasm for technology and cloud‑based services.
• Self‑motivated with a strong willingness to learn.
• Ability to work collaboratively within multi‑disciplinary teams.
• Strong written and verbal communication skills.
• Customer‑focused mindset with empathy and professionalism.
• Adaptable and responsive to feedback.
• Basic digital literacy including Microsoft Office tools.
• Exposure to programming or scripting (any language).
• Familiarity with databases or system troubleshooting.
• Awareness of APIs or microservices concepts (introductory level).
• Basic understanding or appreciation of IT service management concepts.
• Awareness of cloud platforms (AWS preferred).
• Office 365 product suite (Word, PPT, Excel and Copilot).

Responsibilities

• Work within the Application Development & Maintenance (ADM) function supporting enterprise‑scale applications
• Support monitoring and analysis of application health, performance, through 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 (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 (e.g. ServiceNow)
• Communicate effectively with users and stakeholders, providing 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

Skills

Analytical reasoning

Attention to detail

Cloud interest

Willingness to learn

Team collaboration

Strong communication

Customer-focused

Adaptability

Microsoft Office

Programming exposure

APIs/microservices awareness

Tools

ServiceNow

Microsoft Office

AWS

Job description

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 your career in IT and service management within a large-scale public sector digital programme supporting a large complex enterprise solution providing citizen services
• Gain hands‑on experience supporting real‑world hybrid architecture systems combining legacy platforms and AWS cloud services
• Experience working in dynamic environment with exposure to multiple stakeholders and enterprise functions enabling strong understanding of IT transformations and making positive business / customer impact

The Role

As a Service Management Analyst intern, you will work within a live public sector IT service environment supporting enterprise applications across a hybrid technology landscape providing important citizen services. This includes a combination of on‑premise based 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 practices, cloud‑based systems and agile ways of working, while supporting the delivery of reliable and user‑focused services.

Your responsibilities:

• Work within the Application Development & Maintenance (ADM) function supporting enterprise‑scale applications
• Support monitoring and analysis of application health, performance, through 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 (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 (e.g. ServiceNow)
• Communicate effectively with users and stakeholders, providing 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/experience:

• Logical and analytical problem‑solving ability
• Attention to detail and structured approach to managing tasks in a dynamic environment
• Enthusiasm for technology and cloud‑based services
• Self‑motivated with a strong willingness to learn
• Ability to work collaboratively within multi‑disciplinary teams
• Strong written and verbal communication skills
• Customer‑focused mindset with empathy and professionalism
• Adaptable and responsive to feedback
• Basic digital literacy including Microsoft Office tools
• Exposure to programming or scripting (any language)
• Familiarity with databases or system troubleshooting
• Awareness of APIs or microservices concepts (introductory level)
• Basic understanding or appreciation of application support or IT service management concepts
• Awareness of cloud platforms (AWS preferred)
• Office 365 product suite (Word, PPT, Excel and Copilot)

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.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.

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