Major Incident Manager

The role is a Major Incident Management with oversight within a dedicated PRE++ governance operating model.

In this role, youll be responsible for driving operational governance, incident management and environment stability across PRE and associated non-production services supporting the Sparrow (TSB) programme., * Driving operational governance and stability across PRE environments through structured incident control processes.

• Leading and coordinating Major Incident Management activities for PRE services to minimise disruption and restore service as quickly as possible.
• Managing daily Preoperational health checks and readiness reporting to support programme delivery and critical BAU activities.
• Coordinating with infrastructure, application, support, testing, and development teams to diagnose and resolve incidents effectively.
• Establishing and maintaining SLA-driven monitoring, alerting, dashboards, and operational reporting to proactively identify and mitigate service degradation.
• Driving proactive Problem Management through root cause analysis (RCA), trend identification, post-incident reviews, and preventative action tracking.
• Supporting governance and control of PRE data ingestion activities from PRO and MIG environments, ensuring data quality, masking, confidentiality, and environment stability requirements are met.
• Defining and enforcing operational policies, deployment best practices, and controlled activity windows within PRE environments.
• Producing clear, structured stakeholder communications during incidents, operational events, and governance forums.
• Contributing to continuous improvement initiatives across incident management, monitoring, change governance, and operational support processes.
• Co-ordinating Pre Production Performance tests on behalf of the certification office.

• 5 YEARS experience as Major Incident Manager
• Demonstrable direct exposure / experience of IT Major Incident Management (or closely related incident / problem / service management experience with clear evidence of transferable skills).
• Understanding of Santander IT infrastructure, networks, and applications. EXPERIENCIA EN BANCO SANTANDER / BANCA EN GENERAL (CON PREFERENCIA EN BANCO SANTANDER)
• High attention to detail and a meticulous approach to documentation.
• Strong written and verbal communication skills, with experience engaging stakeholders at all management levels.
• Ability to process data and information from multiple sources to assess and prioritise impact and urgency, clearly relating the effects on impacted stakeholders and prioritising their needs during resolution.
• Understanding of Jira, ServiceNow and PagerDuty
• Experience working within large-scale banking or regulated financial services environments.
• Understanding of PRE / UAT / SIT / Non-Production environment governance models.
• Experience using ServiceNow, PagerDuty, Dynatrace, Splunk, AppDynamics, or similar tooling.
• Technical background within Infrastructure, Software Engineering, Platform Operations, or Production Support.
• Experience supporting release management, deployment governance, or test coordination activities.
• Knowledge of operational resilience and service availability principles.