IT Problem Management  Lead | S3 | Incident and Problem Management

Job Description:

IT Problem Management Lead | S3 | Incident and Problem Management

Country: United Kingdom

Interested in part-time, job-share or flexible working? We want to talk to you!

Join our community

At Santander we're driven by our purpose - to help people and businesses
prosper. We help our customers at the moments that matter most and
champion businesses to help them to grow sustainably.
That's why we're building a community to be a digital bank with a human touch and deliver an outstanding customer experience living our values of Simple, Personal and Fair.

The IT Problem Manager is responsible for ensuring the root cause of all Major Incidents and potential Major Incidents are investigated and documented.

You will drive the implementation of permanent fixes through close working with application, infrastructure and business teams as well as analysing regular, low priority incidents to identify trends that create interruptions for colleagues and customers.

The difference you'll make:
* Adopting an analytical mindset and Ensure end to end problem management processes are coordinated and performed according to agreed processes
* Liaising with appropriate resolver groups to ensure timely resolution of problems and drive root cause investigations utilising RCA methodologies and frameworks
* Ensuring 3rd party suppliers fulfil contractual obligations, especially with regard to resolving problems, root cause analysis, monitoring trends and providing problem-related data and insights
* Updating and maintaining the Known Error Database, and support with CMDB
* Contributing to the development of Problem Management processes, tools, templates, documents and reports
* Providing education, guidance, support, to ensure adoption of and adherence to problem management processes as well as always looking for improvements

What you'll bring:
* Extensive knowledge of IT Industry from Financial services perspective
* Experience in a service operations environment with experience of managing Problem tickets and Problem Tasks
* Experience managing multi supplier technical and management conference calls
* Expected to have technical depth and strong exposure to multiple
infrastructure platforms and technology stacks (Data Centre, Cloud - Public and private, Network, SaaS, PaaS, Distributed, Salesforce, Microservices and APIs etc.)

It would also be nice for you to have:
* Working knowledge of ServiceNow would be desirable
* ITIL Qualifications would be desirable

What else you need to know:

We want our people to thrive at work and home, and we recognise that many people benefit from flexible arrangements. To enable us to deliver the best outcomes for our customers and to help each other develop we understand the importance of having the right balance of spending time together in an office while maintaining flexibility.
By working this way we can continue to create moments that matter for everyone. To support this, we offer site-based contracts with a hybrid working pattern and we're happy to discuss specific requirements throughout the recruitment process.
This role is based in Milton Keynes and our current expectation is at least 2 days in an office every week.
If you're interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these.
Application process

If your application is successful a member of our recruitment team will be in touch. We will arrange a short call with you to learn more about you and what you are looking for from your next career move, as well as answer any questions you have about working in the Santander tech team. If both sides agree we will send your CV to the hiring manager to review. For this position, the interview process will be :-

1st Stage - Technical Interview - this will a 30-60min technical interview with one of the team

2nd Stage - A one-hour formal interview where we will ask both technical and competency-based questions. This can be done virtually or face to face
depending on your situation

If there's anything we can do in the recruitment process to help you achieve your best, please let us know.

Inclusion

At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we'll reward you.

As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs.
* Competitive salary
* Eligible for a discretionary performance-related annual bonus
* We put 8% of salary into your pension, even if you don't contribute yourself, We'll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer
* 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
* Voluntary healthcare benefits at discounted rates such as private medical insurance for your family, dental insurance, healthcare cash plan and health assessments
* Benefits supporting you and your family, such as death-in-service benefit,
income protection, and voluntary life assurance and critical illness cover
* Share in Santander's success by investing in our share plans
​
https://www.santander.com/en/careers/uk-careers/we-care-about-you/wellbeing-benefits

What to do next:-

If this sounds like a role you're interested in, then please apply.
If there's anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it's a copy of our application form in another format or additional assistance, we're available through telephone, email, or face to face.
You can contact us at resourcing@santander.co.uk or call 0870 414 9080