Incident Management Specialist

Role: Incident & Problem Management Analyst

Job Type: Permanent

Location: Warrington

Number of hours: 40 hours per week – full time

We have an exciting role for you Incident & Problem Management Analyst!

The Incident and Problem Management Analyst will be the first point of contact for providing technical support to designated users. Activities require a competent aptitude for working with applications, computer systems, and handheld devices and to undertake analysis, diagnosis, and resolution of technical issues.

• Act as a point of contact for all Incident and Problem Records
• Monitor incidents to ensure Service Level Agreements are respected
• Identify, initiate, schedule, and conduct incident reviews
• Ensure closure of all resolved and end‑user confirmed Incident records
• Provide guidance to Incident Process Coordinators
• Set and chair bridge calls on Incidents as per process
• Possess working knowledge of ITSM, SIAM processes and assist when required
• Coordinate with other SIAM, ITSM, and Business teams
• Apply safe and agile Dev Ops methodology
• Deliver and manage high‑standard communications across Customers and IT to ensure priorities are met
• Coordinate with Service Desk and other teams to identify Major/High Incidents, manage them, and ensure accurate communication during escalation
• Produce trend analysis of recurring Problems/Incidents and extract insights as instructed
• Attend Customer meetings, review SLA performance, and participate in new projects representing the Service management perspective
• Manage Problems: diagnose, log, and escalated to appropriate standards, ensuring accurate communication
• Call and chair Problem Review meetings; issue written Post‑mortem reports and ensure timely completion of actions
• Hold regular meetings with IT support groups to review recurring Problems and drive resolutions; produce Escalation Reports for outstanding issues

• ITIL certified or demonstrate strong knowledge – Essential
• Responsible to meet Process SLAs and KPIs – Essential
• Excellent soft skills, verbal and written communication – Essential
• Ability to lead and participate in customer meetings – Essential
• Demonstrable customer management and service skills; proactive
• Experience in a busy first‑level service desk environment in Incident and Problem management
• Strong understanding of the ITIL Incident management process
• Sound technical knowledge of ITSM tools, applications including MS Office and Teams
• Decision maker with an operational viewpoint
• Available to support on‑call outside business hours
• Experience working with onsite and offshore teams

Competitive salary packages feature pension, health care, life assurance, a laptop, phone, access to extensive training resources, and discounts within the larger Tata network.

TCS celebrates inclusion without exception and treats applications equally, regardless of ethnicity, disability, gender, age, sexual orientation or beliefs. For applicants requiring an accommodation due to a disability, please contact  with the subject line "Disability Accommodation Request".