Major Incident Manager

Summary

Join SEGULA TECHNOLOGIES as an Incident Manager and be part of a technical team resolving complex infrastructure incidents for Santander UK. You will coordinate global responses, analyze service collisions, and monitor change execution. This role requires strong technical knowledge of IT infrastructure, excellent communication skills, and experience in incident management within a financial services environment. You will participate in post-incident reviews, contribute to process improvements, and work in a 24/7 support rota. The position offers continuous training and the opportunity to work in an international team.

Requirements

• Degree in computer science or equivalent professional qualification or appropriate and relevant work experience
• Experience within a Major Incident Team, preferably within a financial services environment
• Communication skills required (written and verbal), ability to be clear and concise in coordinating incident response efforts and updating stakeholders
• Experience of using Incident Management Toolsets
• Ability to prioritise workloads in a pressurised environment
• Experience of working out of hours and on a rota providing 24-hour support
• A working knowledge of ither ITIL disciplines and processes or equivalent
• Knowledge of Service Now
• Ability to analyse and diagnose technical issues to determine the root cause of incidents
• Meticulous in documenting incident details including symptoms, actions taken and resolutions
• Being able to work under pressure in a fast-paced environment and adapt to changing priorities
• Employing logical reasoning and analytical skills to identify solutions and prevent recurring incidents
• Actively demonstrates cross team collaboration, sharing learning and best practices to contribute to overall team effectiveness

Responsibilities

• Assisting in the management of IT incidents to minimise disruption to services and restore normal operations as quickly as possible
• Receiving and documenting incident reports, prioritising, and categorising incidents according to severity and impact
• Communicating with stakeholders and end users regarding incident status and resolution, documenting incident response procedures and best practices
• Coordinating with technical teams to diagnose and resolve incidents, escalating critical incidents to higher level support to management, analysing trends within incident data, uncovering root causes and acting upon these
• Organising and chairing Post Incident Reviews (PIRs) with a focus on ‘lessons learned’
• Ensuring toolsets are updated regularly and accurately
• Participating in post incident reviews to identify root cause and prevent recurrence
• Delivering high quality presentations (verbal / written) on timelines, cause and resolution
• Contributing to continuous improvement of incident management processes
• Performs tasks to set up, operate, monitor, troubleshoot and execute preventive maintenance on the entire platform in accordance with established procedures and guidelines

Preferred Qualifications

EnglisH - C1

Benefits

• Opportunity to work in an international team
• Continuous training