Incident & Change Management

Incident & Change Management

Country: United Kingdom

**WHAT YOU WILL BE DOING**

**Santander Digital Services is looking for a Incident & Change Management based in our new Milton Keynes office - unity place.**

**We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
**WHY YOU SHOULD CONSIDER THIS OPPORTUNITY
**Santander Digital Services (SDS) **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 Cyber Security, Blockchain, Big Data and Angular among others) on all kinds of on-premise and cloud-based platforms.

Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture and disability. Our mission is to contribute to help more people and business prosper. We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

**WHAT YOU WILL BE DOING
As an **Incident & Change Management Manager, **you will be part of **Santander Cyber Security Defend Platforms Team, **work with the designated customer/client entity to ensure that the Cyber Security Services are delivered in line with expectations.
We need someone like you to help us in different fronts:
You will be a key actor in the implementation of our Service strategy across the designated customer/client entity and Cyber services. This comprises of three challenges:

- Minimize incident impact by reducing incident resolving time
- Manage problems to avoid incident to re-occur and
- Enhance processes towards an agile model

To this end, you will collaborate tightly with other stakeholders (Protect, Platform, CIO, Business functions) to ensure collaboration, transparency, teamwork and customer focus at both Cyber and designated customer/client entity levels
- Oversight of the documentation of the change, including the identification of the affected configuration items (CI), creation/ preparation of the execution plan with the different technical teams involved in it and propose improvement plans
- Review of the technical record of changes by the Platform teams
- Attend and represent the change in the weekly Global Cyber CAB, Global ITD CAB or any other extraordinary committees
- Lead the post implementation review of the change implementation tasks, including the update of any affected CI in CMDB
- Oversight and coordination of Cyber Security Defend Platforms team’s incidents, with coordination with the customer/ client entity Incident Management process
- You will be responsible for the incident management and forensics for the successful implementation of the Cyber Service for our the designated customer/client entity
- Propose Follow-up of the problem improvement plans
- Responsible for the hand over of any open issues to on-call teams either in Global Cyber, or the designated customer/client entity Incident Management

**EXPERIENCE**
- 2 years in client liaison, risk management and/or information management
- 5+ years of experience in a similar function/ role

**SKILLS & KNOWLEDGE**
- Desirable Experience in financial services
- Working knowledge of service management and delivery tools such as Service Now, Jira, Confluence
- Desirable basic knowledge of IT architectures, platforms and services
- Desirable Spanish language (conversational and/or professional)

**OTHER INFORMATION**
- Normal working day from Monday to Friday
- Santander Digital Services embraces news ways of working (hybrid model) and it will be expected to work in accordance to the news ways of working policy at the time (currently 2 days in the office, 3 days working remotely)

**WHAT WE OFFER**
- Opportunities to transform our business, work in an environment with leading edge technology, attend ‘Meet Ups’ and be part of internal and external technology communities and work for an organisation that’s dedicated to your learning and ongoing development.
- Competitive salary
- Annual bonus scheme
- Generous pension scheme
- Private medical insurance
- 24/7 access to an online employee discount platform. Save money on everything from groceries, electronics, fashion, holidays and much more
- Minimum of 30 days holiday per year in addition to public bank holidays and you can buy or sell up to 5 days holiday per year with our ‘Flexi Holidays’ scheme.
- Benefits supporting you and your family, such as Childcare vouchers, voluntary Life assurance and Critical illness
- Voluntary healthcare benefits at discounted rat