Senior Incident Manager – IT Resilience & Major Incident Lead

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

Benefits offered by this job

Car allowance

Private medical insurance

Holiday entitlement

Job summary

Santander UK is seeking an Incident Manager (S3) to oversee end-to-end Major Incident and Problem Management across complex environments in Milton Keynes or Glasgow. You will coordinate recovery, drive mitigation actions, and ensure effective stakeholder communication throughout the incident lifecycle.

The role requires ITIL Service Management, incident management, problem management, risk awareness, and strong leadership to deliver reliable services and continuous improvement.

Qualifications

• Significant experience managing and resolving IT incidents and major incident events.
• Experience coordinating major incident responses across multiple technical and business stakeholders.
• Knowledge of contingency planning, disaster recovery and service resilience activities.
• Proven ability to communicate technical concepts to non-technical audiences.

Responsibilities

• Lead Major Incident & Problem Management delivery, coordinating resolution efforts and ensuring effective stakeholder communication.
• Work with technical support teams to diagnose issues, restore services and manage incident recovery activities.
• Provide clear and timely communication to senior stakeholders throughout the incident lifecycle.
• Monitor compliance and quality of MI & Problem management processes, SLAs and controls.
• Drive post-incident reviews to identify root causes and preventive actions.
• Collaborate across technology, business and third-party teams to drive service delivery.
• Analyse incident trends and metrics to support continuous improvement and resilience.
• Develop and deliver strong service performance reporting.
• Lead a high-performing team, fostering collaboration and accountability.

Skills

IT incident management

Major incident coordination

Communication to stakeholders

Problem management

Disaster recovery

Service resilience

Risk management

Incident response leadership

Leadership

Analytical thinking

Education

Degree in computer science or equivalent

Job description

Santander UK is seeking an Incident Manager (S3) to oversee end-to-end Major Incident and Problem Management across complex environments in Milton Keynes or Glasgow. You will coordinate recovery, drive mitigation actions, and ensure effective stakeholder communication throughout the incident lifecycle.

The role requires ITIL Service Management, incident management, problem management, risk awareness, and strong leadership to deliver reliable services and continuous improvement.