At a Glance
- Tasks: Lead incident management and problem resolution for a dynamic tech environment.
- Company: Join TCS, a purpose-driven transformation company with a global impact.
- Benefits: Enjoy competitive salary, health care, and extensive training resources.
- Other info: Be part of a welcoming culture that celebrates diversity and inclusion.
- Why this job: Make a real difference while working with innovative technology and diverse teams.
- Qualifications: ITIL certification and strong communication skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
Role: Incident & Problem Management Analyst
Job Type: Permanent
Location: Warrington
Number of hours: 40 hours per week – full time
Ready to utilize your experience and expertise in Incident & Problem Management Analyst? We have an exciting role for you!
Careers at TCS: It means more. TCS is a purpose-led transformation company, built on belief. We don’t 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 opportunities to make an impact that matters, through challenging projects which demand ambitious innovation.
Job Purpose and Primary Objectives:
- The Incident and Problem Management Analyst will be the first point of contact for providing technical support to the accounts designated users.
- Activities require a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.
Key Responsibilities:
- Act as a point of contact for all Incidents and Problem Records.
- Monitor the incidents to ensure that the Service Level Agreement are respected.
- Identify, initiate, schedule, and conduct incident reviews.
- Ensure the closure of all resolved and end-user confirmed Incident records.
- Provide guidance to the Incident Process Coordinators.
- Set and Chair bridge calls on Incidents, as per process.
- Possess working knowledge on other ITSM and SIAM processes and help if required.
- Coordinate with other SIAM, ITSM and Business teams.
- Working knowledge and Safe and Agile DevOps methodology.
- Deliver & manage high standard communications across Customers and IT to ensure that Issues are dealt with by priority and customer needs, providing regular communications to Customers across the organisation.
- Co-ordinate with Service Desk and other teams in the identification of Major/ High Incidents; manage these Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards.
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, departments, hardware types etc. as instructed.
- Attend Customer meetings, review SLA performance, take part in new projects and represent the Service management viewpoint & input.
- Good Interpersonal Skills, People management Skills, Planning and organizing deliverables and Leadership acumen.
- Owning delivery to ensure the BAU deliverables are met with required Turn Around Time with required Quality.
- Experience with Knowledge in SLA Measurement, Reporting and Major Incident Management.
- Responsibility for identifying Process Enhancement opportunities, prepare solution, estimation, get customer sign-off and execution of the projects.
- Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards.
- Hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
Core Role Key Skills/Knowledge:
- Must be ITIL certified or demonstrate strong knowledge - Essential.
- Responsible to meet Process SLAs and KPIs – Essential.
- Possess excellent soft skills, verbal and written communication skills – Essential.
- Ability to participate and lead, when needed, project meetings with the customer – Essential.
- Demonstrable customer management / service skills/ proactivity.
- Experience of working within a busy first level service desk environment in Incident and Problem management role.
- Very good understanding and awareness of the ITIL Incident management process and procedures.
- Sound technical knowledge across the ITSM tools, applications including MS Office, Teams, etc.
- Decision maker with an operational viewpoint.
- Available to support on-call outside of business hours.
- Work with onsite & Offshore Team.
Rewards & Benefits:
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 & Wellbeing:
At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’. You’ll find a welcoming culture and many internal volunteering and social networks to join.
If you are an applicant who needs an accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us.
Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
Locations
Incident Management Specialist in Cheshire, Warrington employer: Tata Consultancy Services
TCS is an exceptional employer that prioritises employee growth and well-being, offering a vibrant work culture in Warrington. With competitive salary packages, extensive training resources, and a commitment to diversity and inclusion, employees are empowered to make a meaningful impact through innovative projects. Join a team that values collaboration and supports your professional development while making a difference in the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Management Specialist in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their mission. This will help you stand out as a candidate who truly cares.
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Incident Management Specialist in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Incident Management Specialist role. Highlight your relevant experience and skills that match the job description, especially your knowledge of ITIL and incident management processes.
Showcase Your Soft Skills:Since this role requires excellent communication and interpersonal skills, don’t forget to include examples of how you've effectively communicated with customers or led teams in your previous roles. We want to see your people management skills shine!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences. We appreciate a well-structured application!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Tata Consultancy Services
✨Know Your ITIL Inside Out
As an Incident Management Specialist, having a solid grasp of ITIL principles is crucial. Brush up on your ITIL certification knowledge and be ready to discuss how you've applied these processes in real-world scenarios. This will show your potential employer that you’re not just familiar with the theory but can also implement it effectively.
✨Demonstrate Your Communication Skills
Since this role involves high-standard communication across customers and IT, practice articulating your thoughts clearly. Prepare examples of how you've successfully managed communications during incidents or problems in the past. This will highlight your interpersonal skills and ability to lead discussions under pressure.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving abilities. Think of specific incidents you've managed before and how you approached them. Be ready to explain your thought process, the actions you took, and the outcomes. This will demonstrate your analytical skills and experience in handling complex situations.
✨Showcase Your Leadership Acumen
Even if you're not applying for a managerial position, showcasing your leadership skills can set you apart. Share experiences where you've led a team or coordinated efforts during major incidents. Highlight your ability to motivate others and drive results, as this aligns with the company's focus on building high-performing teams.
