Incident and Crisis Support | S2 | Chief Information & Resilience Office | Milton Keynes

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 position reports to the Major Incident and Crisis Manager and provides operational, administrative and coordination support to ensure incidents are managed in line with agreed processes and timescales.

Responsibilities

• Supporting the end‑to‑end incident management process to enable timely resolution and minimise 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

Professional Experience (Required)

• Supporting IT incident management, service operations or technical support environments.
• Experience working with incident management tools and ticketing systems (e.g. ServiceNow or similar).
• Experience coordinating with technical teams (infrastructure, networks, applications) during live incidents.

Preferred Experience

• Exposure to major incident, crisis management or service continuity processes.
• Familiarity with contingency, disaster recovery and service continuity processes.

Education (Preferred)

• Degree in Computer Science, Information Technology or related field, or equivalent practical experience.

Languages (Required)

• English

Hard Skills (Required)

• Understanding of IT infrastructure, systems and networks to support incident triage and coordination.
• Experience with incident logging, tracking and reporting tools.
• Ability to analyse incident data and identify trends or recurring issues.
• Knowledge of incident management lifecycle and escalation processes.

Soft Skills (Required)

• Strong attention to detail and data accuracy in high‑pressure environments.
• Ability to work effectively under pressure and manage competing priorities.
• Clear and concise communication skills for technical and non‑technical stakeholders.
• Strong analytical thinking and problem‑solving capability.
• Collaborative mindset with ability to coordinate across multiple teams.

Salary and Benefits

• Salary range: £42,848 – £64,272 per annum (based on experience); 35‑hour working week.
• Annual cash allowance: £500.
• 27 days holiday plus bank holidays (28 days after 5 years) with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Company‑funded pension contribution of 8% of salary, up to 12.5% if you contribute.
• Protection for you and your family, including death‑in‑service benefit and income protection insurance, plus optional discounted life assurance and critical illness cover.
• Share plans.
• Access to staff versions of Santander products with no fees.
• Wellbeing support across physical, mental, social and financial pillars.
• Enhanced family leave, childcare options and tailored wellbeing support.
• Volunteer opportunities and global growth prospects.

Local Compliance (EEO)

We are an inclusive organisation that provides equal opportunities for everyone – regardless of age, gender, disability, civil status, race, religion or sexual orientation. All professionals at all levels are expected to take a proactive and responsible approach toward risk management. Roles are site‑based with a hybrid working pattern. Colleagues are expected to attend the office at least 12 days per month. All candidates must have the right to work in the UK.