Incident Manager

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.