Service Management Analyst (Apprenticeship)

Licensed sponsor Newcastle upon Tyne Internship Posted 1 week ago

If you need support completing your application or require this document in a different format, please contact UKI.recruitment@tcs.com with the subject line “Application Support Request”.

Alternatively, you can call the TCS London Office on:

020 3155 2100 / +44 204 520 2575

Careers at TCS: It Means More

TCS is a purpose-led transformation company, built on belief. We do not just help businesses 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 that demand ambitious innovation and thought leadership.

In this role, you will have the opportunity to

Build your career in IT and Service Management within a large-scale public sector digital programme supporting a complex enterprise solution that provides important citizen services.
Gain hands-on experience supporting real-world hybrid architecture, combining legacy platforms with AWS cloud services.
Work in a dynamic environment with exposure to multiple stakeholders and enterprise functions, helping you develop a strong understanding of IT transformation and how technology can make a positive impact on businesses and customers.

The Role

As a Service Management Analyst (AWS Cloud Support Specialist Apprentice), you will work within a live public sector IT service environment, supporting complex enterprise applications across a hybrid technology landscape that provides important citizen services.

The environment includes a combination of on-premise 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, cloud-based systems and agile ways of working, while helping to deliver reliable and user-focused services.

Your Responsibilities

You will

Work within the Application Development Maintenance (ADM) function, supporting enterprise-scale applications.
Support the monitoring and analysis of application health and performance using 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, including 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, such as ServiceNow.
Communicate effectively with users and stakeholders, providing clear 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 and Experience

We are looking for someone who demonstrates

Logical and analytical problem-solving ability.
Strong attention to detail and a structured approach to managing tasks in a dynamic environment.
Enthusiasm for technology and cloud-based services.
Self-motivation and a strong willingness to learn.
The ability to work collaboratively within multi-disciplinary teams.
Strong written and verbal communication skills.
A customer-focused mindset, with empathy and professionalism.
Adaptability and responsiveness to feedback.
Basic digital literacy, including Microsoft Office tools.

Desirable Skills, Knowledge and Experience

It would also be beneficial if you have

Exposure to programming or scripting in any language.
Familiarity with databases or system troubleshooting.
An introductory awareness of APIs or microservices concepts.
A basic understanding or appreciation of application support or IT Service Management concepts.
Awareness of cloud platforms, particularly AWS.

Rewards and 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 and Wellbeing

Tata Consultancy Services UKI 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 and are committed to providing an inclusive recruitment experience.

We are a Disability Confident Employer and encourage disabled people to apply for this role. We offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role.

If you would like to opt in, please email UKI.recruitment@tcs.com.

Reasonable Adjustments

If you require any adjustments during the application or interview process, please contact UKI.recruitment@tcs.com with the subject line:

“Adjustment Request”

Alternatively, call the TCS London Office on:

020 3155 2100 / +44 204 520 2575

We welcome adjustment requests before you complete your application and at any stage of the recruitment process.
Next Steps: Application Process
1. Online Application
You can apply directly through LinkedIn by uploading your CV.
If you would prefer to submit your application in another format, such as audio or video, please contact UKI.recruitment@tcs.com.
2. Skill-Based Discussion
This will be a Level 1 interview with the project team and may take place via video or in person.
Further details will be confirmed by your recruiter.
3. Managerial Discussion
This discussion will focus on behavioural aspects and person-organisation fit.
4. HR Discussion
You will meet with a member of the HR team to discuss your career journey, aspirations for growth, compensation, and any questions you may have.
Beware of Fraudulent Offers
TCS does not ask candidates for any form of payment or security deposit at any stage of the recruitment process.

TCS does not send job offers from free internet email services such as Gmail or Yahoo Mail and has not authorised any third-party company to collect money on its behalf.

As a job seeker, please remain vigilant against fraudulent recruitment activity and take appropriate steps to protect your interests.

You can report suspected fraudulent recruitment activity to UKI.recruitment@tcs.com.

Application Status

Due to the high volume of applications, we may be unable to contact every applicant individually regarding the status of their application.

If you have not received a direct response within 30 days, your application should be considered unsuccessful on this occasion.

Join us and do more of what matters.

Apply online now.