At a Glance
- Tasks: Support users by managing incidents and problems, ensuring smooth tech operations.
- Company: Join TCS, a purpose-driven tech company making a real difference globally.
- Benefits: Enjoy competitive salary, health care, training resources, and discounts.
- Other info: Diverse and inclusive culture with opportunities for personal growth.
- Why this job: Be the go-to person for tech support and lead impactful projects.
- 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.
- 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.
- 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.
- 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.
Join us and do more of what matters. Apply online now.
Incident Management Specialist in Manchester employer: Tata Consultancy Services
TCS is an exceptional employer, offering a vibrant work culture in Warrington that prioritises diversity, inclusion, and employee wellbeing. With competitive salary packages, extensive training resources, and opportunities for personal and professional growth, employees are empowered to make a meaningful impact through innovative projects. Join a team that values collaboration and supports your journey in the dynamic field of Incident and Problem Management.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Management Specialist in Manchester
✨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 interview skills with a friend or mentor. Mock interviews can help you refine your answers and boost your confidence. Remember, it’s all about showcasing your problem-solving skills!
✨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 Manchester
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, so we can see how you fit into our team!
Showcase Your Soft Skills:Since this role requires excellent communication and interpersonal skills, don’t forget to include examples of how you've successfully managed customer interactions or led teams in the past. We love seeing those soft skills in action!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the role. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website:For the best chance of success, make sure to submit your application through our official website. This way, we can easily track your application and get back to you as soon as possible!
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 that you not only understand the theory but can also implement it effectively.
✨Demonstrate Your Communication Skills
Since this role involves high-standard communication with customers and IT teams, 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.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving abilities. Think of specific incidents you've handled before and how you approached them. Be ready to explain your thought process and the outcomes, as this will demonstrate your analytical skills and decision-making capabilities.
✨Show Your Proactivity
The job description emphasises identifying process enhancement opportunities. Come prepared with ideas or examples of how you've improved processes in previous roles. This shows that you're not just reactive but also proactive in seeking improvements, which is a key trait for success in this position.
