Senior Incident Manager – Incident Management Hub

About the role

The Incident Manager in Santander's Incident Management Hub (IMH) leads end‑to‑end handling of high‑impact technology incidents. The role ensures rapid service restoration, minimizes business disruption, and protects the organization’s reputation while working within a 24x7 support model.

Key responsibilities

• Lead and coordinate resolution of major, critical, and high‑priority technology incidents.
• Act as the central liaison between technology teams, business stakeholders, executive leadership, and support partners during high‑severity events.
• Facilitate incident bridge calls, establish action plans, assign accountability, and drive incidents to closure.
• Provide clear, business‑focused communications throughout the incident lifecycle, including stakeholder notifications, executive updates, and post‑incident summaries.
• Assess business impact and prioritize response based on operational, regulatory, reputational, and financial risk.
• Participate in shift work, weekend coverage, and on‑call rotations to support a continuous operational model.

Required profile

• Strong business mindset with the ability to make decisions under pressure.
• Operational discipline and experience leading cross‑functional teams during incidents.
• Excellent communication skills for diverse audiences, including executives.
• Commitment to continuous improvement, trend analysis, and process enhancement.

Required skills

• Incident management processes and best practices.
• Service restoration and business impact assessment.
• Stakeholder coordination and executive communication.

What we offer

• Opportunity to work in a global financial services leader undergoing digital transformation.
• Exposure to high‑visibility incidents and executive leadership.
• Collaborative environment focused on innovation and continuous improvement.