Incident Manager - S3 - Chief Information & Resilience Office - Unity Place

santander; Milton Keynes; On-site; GBP 65,000 - 90,000; Full time

Job summary

Santander UK is seeking an Incident Manager based out of Milton Keynes or Glasgow to oversee end-to-end Major Incident and Problem management across complex infrastructure. You will coordinate with technical teams, business stakeholders and incident response activities to restore services rapidly and minimize disruption.

You will drive root-cause analysis, post-incident reviews and continuous service improvement, strengthening operational resilience across production services while communicating

Qualifications

• Significant experience managing and resolving IT incidents and business crisis events in complex environments.
• Proven incident investigation, troubleshooting and recurrence prevention experience.
• Experience coordinating major incident responses across multiple technical and business stakeholders.
• Knowledge of contingency planning, disaster recovery and service resilience activities.
• Understanding of system and software testing, including planning, execution and quality assurance.
• Risk management including operational, security, compliance and service resilience controls.
• Knowledge of business crisis management, including responding to and recovering from critical events.
• Ability to communicate technical issues to non-technical audiences.

Responsibilities

• Lead Major Incident & Problem management delivery, coordinating resolution efforts and ensuring timely communication.
• Work with technical support teams to diagnose issues, restore services and manage recovery activities.
• Provide clear, timely updates to senior stakeholders throughout the incident lifecycle.
• Monitor compliance and quality of Major Incident & Problem processes and SLAs.
• Drive post-incident reviews to identify root causes and preventive actions.
• Collaborate across technology, business and third parties to ensure service delivery.
• Analyze incident trends to support continuous service improvement and resilience.
• Develop and maintain incident performance reporting with solid data foundations.
• Guide incident response teams and enhance incident management practices.
• Lead a high-performing team with accountability and continuous improvement.

Skills

Incident management

IT incidents

Crisis management

Stakeholder communication

Disaster recovery

Risk controls

Cross-functional coordination

Technical to non-technical explainers

Job description

Incident Manager | S3 | Chief Information & Resilience Office | Unity Place

Country: United Kingdom

IT STARTS HERE

Santander ( www.santander.com ) is evolving from a global, high-impact brand into a technology-driven organisation , and our people are at the heart of this journey. Together , we are driving a customer-centric transformation that values bold thinking, innovation , and the courage to challenge what's possible.

This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference .

Our mission is to contribute to help more people and businesses prosper . We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Santander Digital Services is the team of technology and operations at Santander. We are convinced of the importance of technology that is aligned with the requirements of the business and that out work not only brings value to users, people and communities but also fosters individual creativity. Our team of over 7,000 people in 8 countries (Spain, Portugal, Poland, UK, USA, Mexico, Chile and Brazil) develops and/or implements financial solutions across a broad spectrum of technologies (including Blockchain, Big Data and Angular among others) on all kinds of on-premises and cloud-based platforms.

THE DIFFERENCE YOU MAKE

Santander UK is looking for an Incident Manager based out of Milton Keynes or Glasgow

To oversee the end-to-end management of Major Incidents and Problems across complex infrastructure environments, ensuring rapid service restoration and minimal business disruption. The role coordinates with technical teams, technical & business stakeholders and incident response activities, driving consistent timely resolution, effective communication and root cause analysis. It also supports continuous service improvement by identifying trends, preventing recurring incidents and strengthening operational resilience across production services.

To succeed in this role, you will be responsible for:

• Lead Major Incident & Problem Management delivery, coordinating resolution efforts, driving recovery and mitigation actions, and ensuring effective stakeholder communication.
• Work with technical support teams in diagnosing issues, restoring services and manage incident recovery activities.
• Provide clear and timely communication to senior stakeholders throughout the incident lifecycle.
• Monitor compliance and quality of the Major Incident & Problem management processes, controls and Service Level Agreements (SLAs).
• Support and drive post-incident reviews to identify root causes and pursue corrective and preventative actions.
• Collaborate across technology, business, and third-party teams to drive effective service delivery.
• Analyse incident trends and performance metrics to support continuous service improvement and operational resilience.
• Build effective service performance reporting with strong data foundations
• Support and guide incident response teams, contributing to the development and enhancement of incident management practices and procedures.
• Lead a high-performing team, fostering a culture of collaboration, accountability and continuous improvement
• Drive audit response and compliance with ownership of regulatory communications

WHAT YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring.

Professional Experience

• Significant experience managing and resolving IT incidents and Business Crisis events within complex environments. (Required)
• Proven experience in incident investigation, troubleshooting and implementing measures to prevent recurrence. (Required)
• Experience coordinating major incident responses across multiple technical and business stakeholders. (Required)
• Knowledge and practical experience of contingency planning, disaster recovery and service resilience activities. (Required)
• Understanding of system and software testing, including planning, execution and quality assurance activities. (Preferred)
• Risk Management, including operational, security, compliance, and service resilience risk controls. (Required)
• Knowledge and experience of business crisis management, including responding to and recovering from critical events. (Required)
• Demonstrable experience and knowledge across multiple technologies, with the ability to communicate technical issues to non-technical audiences. (Req