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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Incident and Crisis Support | S2 | Chief Information & Resilience Office | Milton Keynes - **Company:** Santander Group - **Location:** Milton Keynes, UK - **Experience:** Expert - **Salary:** £42,848.0 - £64,272.0 - **Contract:** Permanent contract - **Skills:** Disaster Recovery, Issue Tracking Systems, Data Logging, Information Technology, Tools for Reporting, Servicenow - **Published:** July 1, 2026 - **Apply:** https://santander.wd3.myworkdayjobs.com/SantanderCareers/job/Milton-Keynes/Job-Posting-Title-Incident-and-Crisis-Support---S2---Chief-Information---Resilience-Office---Milton-Keynes_Req1564302-1 ## About the Role * Experience supporting IT incident management, service operations, or technical support environments (Required). * Experience working with incident management tools and ticketing systems (e.g. ServiceNow or similar) (Required). * Experience coordinating with technical teams (infrastructure, networks, applications) during live incidents (Required). * Exposure to major incident, crisis management, or service continuity processes (Preferred). Education * Degree in Computer Science, Information Technology, or related field, or equivalent practical experience (Preferred). Languages * English (Required). Hard Skills * Understanding of IT infrastructure, systems, and networks to support incident triage and coordination (Required). * Experience with incident logging, tracking, and reporting tools (Required). * Ability to analyse incident data and identify trends or recurring issues (Required). * Knowledge of incident management lifecycle and escalation processes (Required). * Familiarity with contingency, disaster recovery, and service continuity processes (Preferred). Soft Skills * Strong attention to detail and data accuracy in high-pressure environments (Required). * Ability to work effectively under pressure and manage competing priorities (Required). * Clear and concise communication skills for technical and non-technical stakeholders (Required). * Strong analytical thinking and problem-solving capability (Required). * Collaborative mindset with ability to coordinate across multiple teams (Required)., * All candidates must have the right to work in the UK to commence employment with Santander. ## Description The primary role of Incident and Crisis Support is to support the effective coordination and management of all severities of incidents and crisis events affecting Santander UK. The role works under the direction of the Major Incident and Crisis Manager, providing operational, administrative, and coordination support to help ensure incidents are managed in line with agreed processes and timescales. This role supports the assessment of initial impacts, logging and maintaining incident records, supporting communications, and tracking actions as incidents evolve. This role plays a key part in ensuring information is accurate, timely, and complete to enable effective decision-making by incident leadership. This role supports the adoption and consistent application of incident management processes, particularly around information flow, accuracy of records, and customer impact visibility. We're shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for: * Supporting the end-to-end incident management process to enable timely resolution and minimal service disruption. * Logging, updating, and maintaining incident records within agreed tooling and standards. * Supporting triage activities by gathering and validating information from technical teams. * Assisting with stakeholder communications in line with agreed scripts and approval routes. * Ensuring incident actions, decisions, and timelines are accurately recorded and tracked. * Supporting post-incident reviews by collating data, actions, and evidence. * Identifying recurring issues or process gaps and escalating them appropriately. * Providing support and guidance to less experienced colleagues when required. WHAT YOU'LL BRING Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. 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