Incident and Problem Management Analyst; SC Cleared

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Ready to utilize your experience and expertise in Incident and Problem Management Analyst?

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

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 strong relationships with a diverse range of stakeholders.
• Gain access to endless learning opportunities.
• Work closely with the range of teams within the business to bring products to life.

As an Incident and Problem Management Analyst, you will play a key role in maintaining service stability across a complex, business-critical technology environment. You will support the effective management of incidents and problems by coordinating with Service Desk, SIAM, resolver groups and business stakeholders to ensure timely resolution, clear communication and continuous service improvement. The role will involve monitoring service performance, supporting major incident activity, contributing to root cause analysis, maintaining problem and known error records, and helping reduce repeat incidents through effective governance and knowledge management.

• Act as the primary point of contact for Incident and Problem records.
• Monitor incidents and problems to ensure SLAs, KPIs and quality standards are met.
• Identify, initiate, schedule and conduct incident and problem reviews.
• Ensure timely closure of resolved and end-user confirmed incident records.
• Provide guidance and support to Incident Process Coordinators and service teams.
• Set up and chair bridge calls for incidents in line with agreed processes.
• Coordinate with SIAM, ITSM, Service Desk, resolver groups and business teams.
• Manage major/high-priority incidents, ensuring effective diagnosis, escalation and communication.
• Deliver clear and timely communications to customers, IT teams and stakeholders.
• Produce trend analysis for recurring incidents and problems to support service improvement.
• Drive root cause analysis for recurring and high-impact problems, ensuring corrective actions are tracked to closure.
• Maintain problem records, known errors and workaround documentation to reduce repeat incidents and improve knowledge reuse.
• Attend customer and service review meetings, representing the service management viewpoint.
• Identify process enhancement opportunities, prepare solutions and support delivery through to execution.
• Experience supporting major incident communications and post-incident review actions.
• Knowledge of root cause analysis techniques and problem review governance.

• SC cleared.
• ITIL certified or able to demonstrate strong ITIL process knowledge.
• Experience working in Incident and Problem Management within a busy operational environment.
• Strong understanding of ITIL Incident Management processes, procedures and governance.
• Ability to monitor and support achievement of process SLAs, KPIs and service quality targets.
• Excellent verbal, written and stakeholder…