Major Incidente 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

Beneficios

Una carrera tan gratificante como inspiradora

Cursos de formación apasionantes para que nunca dejes de aprender

Una comunidad que escucha tus ideas

Respeto por la conciliación

Participa en la vida de 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.

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