Senior Incident & Problem Manager — IT Resilience Lead

Santander; Milton Keynes; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Car allowance

Private medical insurance

Death in service

Share plans

Job summary

Santander UK is seeking an experienced Incident Manager to oversee end-to-end Major Incident and Problems across complex infrastructure. You will coordinate technical and business stakeholders, drive rapid service restoration, and implement持续 improvements to resilience from Milton Keynes or Glasgow.

You will lead incident response activities, ensure timely communication with senior stakeholders, and drive post-incident reviews to prevent recurrence, while aligning with ITIL practices and

Qualifications

• Significant experience managing and resolving IT incidents and crises in complex environments.
• Proven incident investigation, troubleshooting and recurrence-prevention experience.
• Experience coordinating major incident responses with multiple stakeholders.
• Knowledge of contingency planning, disaster recovery and service resilience.

Responsibilities

• Lead Major Incident & Problem Management delivery, coordinating resolution and communicating with stakeholders.
• Diagnose issues with technical teams, restore services and manage recovery activities.
• Provide timely communication to senior stakeholders throughout incident lifecycles.
• Monitor compliance with SLAs and OLAs for incident management processes.
• Lead post-incident reviews to identify root causes and preventative actions.
• Collaborate across technology, business and third-party teams for service delivery.
• Analyze incident trends to support continuous service improvement.
• Develop and present service performance reporting with strong data foundations.
• Guide incident response teams and improve incident management practices.
• Lead a high-performing team with a culture of accountability and continuous improvement.
• Own regulatory communications and drive audit responses.

Skills

Incident management

ITIL

Stakeholder management

Communication

Analytical thinking

Education

Degree in computer science or equivalent

Tools

ITIL Framework

Incident management tools

Job description

Santander UK is seeking an experienced Incident Manager to oversee end-to-end Major Incident and Problems across complex infrastructure. You will coordinate technical and business stakeholders, drive rapid service restoration, and implement持续 improvements to resilience from Milton Keynes or Glasgow.

You will lead incident response activities, ensure timely communication with senior stakeholders, and drive post-incident reviews to prevent recurrence, while aligning with ITIL practices and