Major Incident & Resilience Lead (Hybrid UK)

Santander Group; Milton Keynes; Hybrid; GBP 56,000 - 84,000; Full time

Benefits offered by this job

Car allowance

Private medical insurance

Share plans

30 days holiday

Job summary

Santander UK is seeking an Incident Manager based in Milton Keynes or Glasgow to oversee Major Incident and Problem Management across complex infrastructure. You will coordinate technical and business stakeholders, drive rapid service restoration and root-cause analysis.

The role requires ITIL knowledge, strong communication, and leadership abilities, with a focus on resilience and continuous improvement. A hybrid pattern and a comprehensive rewards package are offered.

Qualifications

• Significant experience managing IT incidents and crises.
• Experience coordinating major incident responses with stakeholders.
• Knowledge of contingency planning and service resilience.
• Understanding of testing, risk management and incident trends.

Responsibilities

• Lead Major Incident & Problem Management delivery and drive recovery actions.
• Coordinate diagnosis, resolution and incident communications with stakeholders.
• Provide timely updates to senior leaders during incident lifecycles.
• Support continuous service improvement and post-incident reviews.
• Drive compliance with SLAs, OLAs and risk controls.

Skills

Incident management

Stakeholder management

Analytical thinking

Communication skills

Leadership

Crisis management

Education

Degree in computer science or equivalent

Tools

ITIL

Service management

Job description

Santander UK is seeking an Incident Manager based in Milton Keynes or Glasgow to oversee Major Incident and Problem Management across complex infrastructure. You will coordinate technical and business stakeholders, drive rapid service restoration and root-cause analysis.

The role requires ITIL knowledge, strong communication, and leadership abilities, with a focus on resilience and continuous improvement. A hybrid pattern and a comprehensive rewards package are offered.