Job family: Electronic - Software - Digital
Company Description Do you want to be part of an innovative company with a presence in important sectors such as the automobile, railway, energy and aerospace industries, among others?
At SEGULA TECHNOLOGIES we're looking for people like you.
The company has grown rapidly in recent years and we are currently present in over 30 countries with more than 15,000 employees. We support our customers at every stage of the product life cycle. SEGULA TECHNOLOGIES has a large team of specialists in engineering design, modelling and simulation, as well as digital technologies. We work in an inclusive and respectful environment, where everyone is valued and has equal opportunities to develop their potential.
Job Description The purpose of the role is to work under guidance as part of a technical team across complex infrastructure environments to ensure the rapid and effective resolution of Santander UK's largest incidents. This includes global coordination, analysis of service collisions, and monitoring the execution of changes until their closure; it requires technical knowledge of the general IT infrastructure layers to manage and maintain the core infrastructure that underpins production services.
Accountabilities
Assisting in the management of IT incidents to minimize disruption to services and restore normal operations as quickly as possible.
Receiving and documenting incident reports, prioritizing, and categorizing incidents according to severity and impact.
Communicating with stakeholders and end users regarding incident status and resolution, documenting incident response procedures and best practices.
Coordinating with technical teams to diagnose and resolve incidents, escalating critical incidents to higher-level support management, analyzing trends within incident data, uncovering root causes and acting upon these.
Organizing and chairing Post Incident Reviews (PIRs) with a focus on 'lessons learned'.
Ensuring toolsets are updated regularly and accurately.
Participating in post-incident reviews to identify root causes and prevent recurrence.
Delivering high-quality presentations (verbal/written) on timelines, causes, and resolutions.
Contributing to the continuous improvement of incident management processes, performing tasks to set up, operate, monitor, troubleshoot, and execute preventive maintenance on the entire platform in accordance with established procedures and guidelines.
Qualifications Degree in computer science or equivalent professional qualification or appropriate and relevant work experience.
Experience within a Major Incident Team, preferably in a financial services environment.
Strong communication skills (written and verbal), ability to be clear and concise in coordinating incident response efforts and updating stakeholders.
Experience using Incident Management Toolsets.
Ability to prioritize workloads in a pressurized environment.
Experience working out of hours and on a rota providing 24-hour support.
A working knowledge of ITIL disciplines and processes or equivalent.
Knowledge of ServiceNow.
Ability to analyze and diagnose technical issues to determine the root cause of incidents.
Meticulous in documenting incident details including symptoms, actions taken, and resolutions.
Ability to work under pressure in a fast-paced environment and adapt to changing priorities.
Logical reasoning and analytical skills to identify solutions and prevent recurring incidents.
Demonstrates cross-team collaboration, sharing learning and best practices to contribute to overall team effectiveness.
Skills Application Maintenance
Contingency and Disaster Recovery
IT Service Change Management
System Testing
Data Warehouse Programming
Troubleshooting Technical Problems
Crisis Management
Accuracy and Attention to Detail
Analytical Thinking
Taking Ownership
Technical Excellence
Planning and Organizing
Additional Information Opportunity to work in an international team.
All your information will be kept confidential according to EEO guidelines.
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