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Posted: 10/19/2026Core 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 performance metrics.
Highest-signal resume keywords
Major Incident ManagementProblem ManagementITIL Service ManagementBusiness Crisis ManagementIT Risk Management
About the role
Key responsibilities & impact- Lead Major Incident and Problem Management delivery
- Coordinate resolution efforts, drive recovery and mitigation actions, and ensure effective stakeholder communication
- Work with technical support teams to diagnose issues, restore services and manage incident recovery activities
- Provide clear and timely communication to senior stakeholders throughout the incident lifecycle
- Monitor compliance and quality of Major Incident and Problem Management processes, controls and SLAs
- Support and drive post-incident reviews to identify root causes and pursue corrective and preventative actions
- Collaborate across technology, business, and third-party teams to drive effective service delivery
- Analyse incident trends and performance metrics to support continuous service improvement and operational resilience
- Build effective 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 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
- Understanding of system and software testing, including planning, execution and quality assurance activities (Preferred)
- Risk Management experience, 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)
- Spanish language (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
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
- Santander share plans
- Staff versions of Santander products with no fees
- Discounts on Santander products and services
- Wellbeing partners and access to 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, learning new skills and international career opportunities
- Hybrid working pattern
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident InvestigationTroubleshootingContingency PlanningDisaster RecoveryService ResilienceRoot Cause AnalysisTrend AnalysisService Level ManagementKPI DevelopmentService Performance Management
Soft Skills
Effective CommunicationCollaborationAccountabilityContinuous ImprovementStakeholder Management
Certifications & Qualifications
Degree in Computer ScienceITIL Certification
Industry Keywords
IT Incident ManagementBusiness Crisis ManagementVendor ManagementThird-Party Service ManagementOperational Risk Controls