Major Incident Manager | S2 | IT Operations | Milton Keynes

Santander; Milton Keynes; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services organization is looking for a Major Incident Manager in Milton Keynes. The role involves managing major IT incidents, coordinating with teams to ensure rapid recovery of services, documenting processes, and communicating effectively with stakeholders. Candidates should have proven incident management experience, a solid understanding of IT infrastructure, and excellent communication skills. This position offers competitive compensation and a hybrid working model.

Benefits

Competitive salary

Annual cash allowance

Performance bonus

Pension contributions

Health services

Insurance

Discounts

Share plans

Qualifications

• Understanding of IT infrastructure, networks, and applications.
• High attention to detail.
• Experience engaging with stakeholders at all levels.

Responsibilities

• Managing IT Major incidents to minimize service disruption.
• Receiving and categorizing incident reports.
• Coordinating with technical teams to resolve incidents.
• Communicating incident status to stakeholders.
• Owning post-incident reviews.
• Contributing to improving incident management processes.

Skills

Proven experience in IT Major Incident Management

Excellent communication skills

Meticulous documentation skills

Ability to analyze data from multiple sources

Tools

ServiceNow

PagerDuty

Job description

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Major Incident Manager | S2 | IT Operations | Milton Keynes, Milton Keynes

Country: United Kingdom

Job Details:

• Client: Santander UK
• Location: Milton Keynes, United Kingdom
• Job Category: Other
• EU work permit required: Yes
• Job Reference: 425fefca961c
• Job Views: 6
• Posted: 12.08.2025
• Expiry Date: 26.09.2025

Job Description:

Join our community: IT Operations is the core of Santander, managing and maintaining the IT infrastructure supporting critical services.

We have an exciting opportunity for a Major Incident Manager to work with a technical team across complex infrastructure environments, ensuring rapid and effective resolution of major IT incidents. You will support customers by recovering services quickly and updating stakeholders through structured communications.

The key responsibilities include:

• Managing IT Major incidents to minimize service disruption and restore normal operations swiftly.
• Receiving, documenting, prioritizing, and categorizing incident reports based on severity and impact.
• Coordinating with technical teams to diagnose and resolve incidents, escalating critical issues as needed.
• Communicating incident status and resolutions to stakeholders and end users, documenting procedures and best practices.
• Owning post-incident reviews to identify root causes and prevent recurrence.
• Contributing to the continuous improvement of incident management processes.

Qualifications and Experience:

• Proven experience in IT Major Incident Management.
• Understanding of IT infrastructure, networks, and applications.
• Meticulous documentation skills and high attention to detail.
• Excellent communication skills for engaging with stakeholders at all levels.
• Ability to analyze data from multiple sources to assess impact and prioritize needs.

Preferred Skills:

• Experience with ServiceNow and PagerDuty.
• Background in Infrastructure or Software management.

Additional Information:

• This role is based at Milton Keynes – Unity Place.
• Hybrid working pattern with scheduled office attendance; specific arrangements can be discussed during recruitment.
• Consider travel distance, time, and costs when applying.

Application Process:

If successful, you will have a short introductory call, followed by a technical and competency interview (virtual or face-to-face). We support your needs during the recruitment process.

Our Commitment to Inclusion:

We foster a diverse and inclusive workplace where everyone feels valued and supported to succeed, aligning with our values of Simple, Personal, and Fair.

Compensation and Benefits:

• Competitive salary with optional benefits tailored to your needs.
• Annual cash allowance, performance bonus, pension contributions, holiday entitlement, health services, insurance, discounts, share plans, and charitable initiatives.

Next Steps:

Please follow the application instructions provided to proceed with your application.