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Incident Manager, S3
SantanderIncident Manager leading major incident and problem management for Santander UK’s financial technology operations. Coordinating recovery, resilience, stakeholders, compliance and service improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Major Incident and Problem Management, with a strong focus on incident investigation, troubleshooting, and service resilience. Proven ability to lead cross-functional teams, communicate effectively with stakeholders, and drive continuous service improvement through data analysis and compliance monitoring.
Highest-signal resume keywords
Major Incident ManagementProblem ManagementITIL Service ManagementBusiness Crisis ManagementRisk Management
ATS Keywords
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Hard Skills
Incident InvestigationTroubleshootingRoot Cause AnalysisService Level ManagementService Performance ManagementContingency PlanningDisaster RecoveryService Portfolio ManagementKPI DevelopmentTrend Analysis
Soft Skills
Effective CommunicationCollaborationLeadershipAccountabilityContinuous Improvement
Certifications & Qualifications
Degree in Computer ScienceITIL Certification
Industry Keywords
IT Incident ManagementOperational Risk ControlsComplianceService ResilienceVendor Management
About the role
Key responsibilities & impact- Lead Major Incident and Problem Management delivery
- Coordinate resolution efforts, recovery and mitigation actions
- Communicate effectively with technical teams, business stakeholders and senior stakeholders throughout the incident lifecycle
- Diagnose issues with technical support teams and manage incident recovery activities
- Monitor compliance and quality of Major Incident and Problem Management processes, controls and SLAs
- Support and drive post-incident reviews, root cause analysis, and corrective and preventative actions
- Collaborate across technology, business and third-party teams
- Analyse incident trends and performance metrics to support continuous service improvement and operational resilience
- Build service performance reporting with strong data foundations
- Support and guide incident response teams and enhance incident management practices and procedures
- Lead a high-performing team and foster collaboration, accountability and continuous improvement
- Drive audit response and ensure compliance with ownership of regulatory communications
Requirements
What you’ll need- Significant experience managing and resolving IT incidents and Business Crisis events within complex environments
- Proven experience in incident investigation, troubleshooting and implementing measures to prevent recurrence
- Experience coordinating major incident responses across multiple technical and business stakeholders
- Knowledge and practical experience of contingency planning, disaster recovery and service resilience activities
- Risk Management, including operational, security, compliance, and service resilience risk controls
- Knowledge and experience of business crisis management, including responding to and recovering from critical events
- Demonstrable experience and knowledge across multiple technologies, with ability to communicate technical issues to non-technical audiences
- Degree in computer science or equivalent professional qualification or work experience (preferred)
- ITIL Service Management frameworks, processes, and governance
- IT Incident Management, including major incident coordination, escalation, tracking, and resolution
- Business Crisis Management, including triage and business impact assessments
- Problem Management, including root cause analysis, trend analysis, and preventative action planning
- Service Level Management, including development, monitoring, and reporting of SLAs and OLAs
- IT Service Portfolio Management, including service design, service transition, and service lifecycle management
- IT Risk Management, including operational, security, compliance, and service resilience risk controls
- Service Performance Management, including KPI development, service reporting, monitoring, and continual service improvement methodologies
- Vendor and Third-Party Service Management, including contract management, supplier governance, and performance management against service obligations
- Right to work in the UK
- Spanish (preferred)
Benefits
Comp & perks- 30 days’ holiday plus bank holidays, increasing to 31 days after 5 years’ service
- Option to purchase up to 5 contractual days per year
- £6,000 car allowance per year
- Company-funded individual private medical insurance
- Company-funded death-in-service benefit and income protection insurance
- Discounted rates for additional life assurance and critical illness cover
- Share plans
- Santander staff product versions with no fees
- Other deals and discounts on Santander products and services
- Wellbeing apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support
- Enhanced family leave, childcare options and tailored wellbeing support
- Volunteering opportunities
- Global growth opportunities and career development