Major Incident Manager | S2 | IT Operations | Milton Keynes

Join our community:

IT Operations is the beating heart of Santander, we manage and maintain the IT infrastructure that underpins our critical services.

We have a very exciting opportunity as a Major Incident Manager where you are part of a technical team working across complex infrastructure environments to ensure the rapid and effective resolution of Santander UKs largest IT incidents. You’ll be supporting our customers by actively recovering service as quickly as possible whilst also ensuring that all stakeholders are updated through structured communications.

Join us to help make a visible difference throughout Santander UK.

The difference you’ll make:

• Driving the management of IT Major incidents to minimise disruption to services and restore normal operations for customers and colleagues as quickly as possible.

• Receiving and documenting incident reports, prioritising, and categorising incidents according to severity and impact.

• Coordinating with technical teams to diagnose and resolve incidents, escalating critical incidents to higher level support to management.

• Communicating with stakeholders and end users regarding incident status and resolution, documenting incident response procedures and best practices.

• Owning post incident reviews to support root cause identification and prevent recurrence.

• Contributing to continuous improvement of incident management processes to focus on areas to support a quicker resolution.

What you’ll bring:

• Demonstrable direct experience of IT Major Incident Management

• Understanding of IT infrastructure, networks, and applications.

• High attention to detail and meticulous in documentation.

• Experience in written and verbal communication to stakeholders at all management levels.

• Ability to process data and information from multiple sources to assess and prioritise the impact and urgency to relate the affects on the impacted stakeholders and prioritizing their needs during resolution.

It would also be nice for you to have:

• Understanding of ServiceNow and PagerDuty

• A technology background within Infrastructure or Software management

What else you need to know:

• This role is based in Milton Keynes – Unity Place

• We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

• If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location(s).

• We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

Application process

If your application is successful a member of our recruitment team will be in touch. We will arrange a short call with you to learn more about you and what you are looking for from your next career move, as well as answer any questions you have about working in the Santander tech team. If both sides agree we will send your CV to the hiring manager to review. For this position, the interview process will be :–

1st Stage – A thirty minute call to discuss the role in more detail and learn more about you and your background.

2nd Stage – A one-hour formal interview where we will ask both technical and competency-based questions. This can be done virtually or face to face depending on your situation

If there’s anything we can do in the recruitment process to help you achieve your best, please let us know.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed.  We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you:

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.  For part-time / contract roles, your salary, bonus (where eligible) and certain benefits will be prorated to reflect your working hours / contract duration.

• A £500 annual cash allowance to spend on our great range of benefits. 

• Eligible for a discretionary performance-related annual bonus

• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.

• 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year.

• Free access to a range of digital health services, including GP.

• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.

• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more 

• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments

• Share in Santander’s success by saving or investing in our share plans 

• Support your favourite causes through charitable giving and our community partnerships

• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services

What to do next:

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at [email protected].