Incident and Crisis Support | S2 | Chief Information & Resilience Office | Multiple Locations

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. This role supports the assessment of initial impacts, logging and maintaining incident records, supporting communications, and tracking actions as incidents evolve. This role plays a key part in ensuring information is accurate, timely, and complete to enable effective decision-making by incident leadership. This role supports the adoption and consistent application of incident management processes, particularly around information flow, accuracy of records, and customer impact visibility. We're shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• 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.
WHAT YOU'LL BRING Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.,
• Wellbeing that goes beyond work - we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage - from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what's possible across our international network.
Ready to be recognised? It starts with you. LOCAL COMPLIANCE At Santander, we're 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're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates. We want our people to thrive - at work and at home - while delivering the best outcomes for our customers and supporting each other to grow. To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).


• 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).
Education
• Degree in Computer Science, Information Technology, or related field, or equivalent practical experience (Preferred).
Languages
• English (Required).
Hard Skills
• 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).
Soft Skills
• 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).
  
  Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible.
This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. Santander Digital Services is the team of technology and operations at Santander. We are convinced of the importance of technology that is aligned with the requirements of the business and that out work not only brings value to users, people and communities but also fosters individual creativity. Our team of over 7,000 people in 8 countries (Spain, Portugal, Poland, UK, USA, Mexico, Chile and Brazil) develops and/or implements financial solutions across a broad spectrum of technologies (including Blockchain, Big Data and Angular among others) on all kinds of on-premise and cloud-based platforms.

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. Here, recognition goes beyond pay. It's about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive - personally and professionally.
• Salary Range:
£42,848.00 - £64,272.00 per annum (depending on experience) This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.
• 30 days' holiday plus bank holidays, which increases to 31 days after 5yrs service, with the option to purchase up to 5 contractual days per year
• £6,000 car allowance per year
• Company funded individual private medical insurance
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander's success by saving or investing in our share plans.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services