IT Problem Management Lead | S3 | IT Operations

Santander; Milton Keynes; On-site; GBP 40,000 - 80,000; Part time

Job description

IT Problem Management Lead | S3 | IT Operations

Country: United Kingdom

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

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The IT Problem Management Lead 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.

You will also analyse regular, low priority incidents to identify trends that create interruptions for colleagues and customers.

The difference you’ll make:

• Adopting an analytical mindset and ensuring 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 driving 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 supporting with CMDB.
• Contributing to the development of Problem Management processes, tools, templates, documents and reports.
• Providing education, guidance, and support, to ensure adoption of and adherence to problem management processes as well as always looking for improvements.

What you’ll bring:

These are the essential requirements you need to be successful in this role:

• 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 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 or equivalent.

What else you need to know:

This is a permanent role and based in Milton Keynes.

We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location.

We’re happy to discuss specific working patterns and arrangements within this hybrid approach during the recruitment process.

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:

1. 1st Stage – Technical Interview – this will be a 30min technical interview with one of the team.
2. 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.

• 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 5 years 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, and health assessments.
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander’s success by saving or investing in our share plans.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.

Learn more about our benefits and family friendly policies

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 [e-mail] or call 0870 414 9080.