The primary role of Incident and Crisis Support is to support the effective coordination and management of all severities of incidents and crisis events affecting Santander UK. The role works under the direction of the Major Incident and Crisis Manager, providing operational, administrative, and coordination support to help ensure incidents are managed in line with agreed processes and timescales. It supports the assessment of initial impacts, logs and maintains incident records, supports communications, and tracks actions as incidents evolve. It plays a key part in ensuring information is accurate, timely, and complete to enable effective decision‑making by incident leadership. The role also supports the adoption and consistent application of incident management processes, particularly around information flow, accuracy of records, and customer impact visibility.
Responsibilities
* Supporting the end‑to‑end incident management process to enable timely resolution and minimal service disruption.
* Logging, updating, and maintaining incident records within agreed tooling and standards.
* Supporting triage activities by gathering and validating information from technical teams.
* Assisting with stakeholder communications in line with agreed scripts and approval routes.
* Ensuring incident actions, decisions, and timelines are accurately recorded and tracked.
* Supporting post‑incident reviews by collating data, actions, and evidence.
* Identifying recurring issues or process gaps and escalating them appropriately.
* Providing support and guidance to less experienced colleagues when required.
Qualifications
* Experience supporting IT incident management, service operations, or technical support environments (Required).
* Experience working with incident management tools and ticketing systems (e.g. ServiceNow or similar) (Required).
* Experience coordinating with technical teams (infrastructure, networks, applications) during live incidents (Required).
* Exposure to major incident, crisis management, or service continuity processes (Preferred).
* Degree in Computer Science, Information Technology, or related field, or equivalent practical experience (Preferred).
* English language proficiency (Required).
* Understanding of IT infrastructure, systems, and networks to support incident triage and coordination (Required).
* Experience with incident logging, tracking, and reporting tools (Required).
* Ability to analyse incident data and identify trends or recurring issues (Required).
* Knowledge of incident management lifecycle and escalation processes (Required).
* Familiarity with contingency, disaster recovery, and service continuity processes (Preferred).
* Strong attention to detail and data accuracy in high‑pressure environments (Required).
* Ability to work effectively under pressure and manage competing priorities (Required).
* Clear and concise communication skills for technical and non‑technical stakeholders (Required).
* Strong analytical thinking and problem‑solving capability (Required).
* Collaborative mindset with ability to coordinate across multiple teams (Required).
Benefits
* Wellbeing support across physical, mental, social, and financial pillars, including access to apps, discounted gym and fitness, online classes, flexible healthcare and mental health support.
* Enhanced family leave, childcare options and tailored wellbeing support for various life stages.
* Volunteering opportunities.
* Global growth opportunities through an international network.
* Hybrid working pattern: expected to attend the office at least 12 days per month.
Compensation
* £42,848.00 – £64,272.00 per annum (depending on experience).
* 30 days’ holiday plus bank holidays, increasing to 31 after 5 years; option to purchase up to 5 contractual days.
* £6,000 car allowance per year.
* Company‑funded private medical insurance.
* Death‑in‑service benefit, income protection insurance, and discounted additional life assurance and critical illness cover.
* Share plan participation.
* Eligibility to request staff versions of Santander products at no fees.
At Santander, we are proud to be an inclusive organisation that provides equal opportunities for everyone – regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to creating an accessible, fair and welcoming recruitment experience for all candidates.
We encourage candidates of all backgrounds to apply.
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