Testimonial
Major Incident Manager (M/F) - remote
Job Description
The purpose of the role is working under guidance as part of a technical team working across complex infrastructure environments to ensure the rapid and effective resolution of Santander UKs largest incidents; and carry out global co-ordination, analysis of service collisions and monitoring of the execution of the changes until their closure; it has the technical knowledge of the general IT infrastructure layers. to manage and maintain the core infrastructure that underpins production services.
Accountabilities
- 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.
Qualifications
- 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.
Skills
- Application Maintenance
- Contingency and Disaster Recovery
- IT Incident Management
- IT Service Change Management
- System Testing
- Data Warehouse Programming
- Troubleshooting Technical Problems
- Crisis Management
- Accuracy and Attention to Detail
- Analytical Thinking
- Taking Ownership
- Technical Excellence
- Planning and Organizing
Profits
What an amazing career
Exciting training courses to ensure you never stop learning
A community listening to your ideas
Respecting your work/life balance
Be part of life at SEGULA
Company Description
Do you want to be part of an innovative company with a presence in important sectors such as the automobile, railway, energy and aerospace industries, among others?
At SEGULA TECHNOLOGIES we're looking for people like you.
The company has grown rapidly in recent years and we are currently present in over 30 countries with more than 15,000 employees. We support our customers at every stage of the product life cycle. SEGULA TECHNOLOGIES has a large team of specialists in engineering design, modelling and simulation, as well as digital technologies. We work in an inclusive and respectful environment, where everyone is valued and has equal opportunities to develop their potential.
Our talents tell you more
Anne-Frédérique
Research and Innovation manager
Anne-Christine L.
Group’s collaborative projects Director
Delphine LG.
Technical project manager
Sandrine T.
Simulation manager
Nicolas R.
Technical project manager
Philippe N.
Key Account Manager
Laurent L.
R&I Manager
Maxime M.
Business Unit Manager
Jérome
Aeronautical fitter
Mélanie P.
Human Resources Manager
