Major Incident Manager
hace 2 días
Madrid
Role : Major Incident Manager Skills: Major Incident Management, PRE environments, Jira and ServiceNow Location : Madrid Spain (Remote) Type : Permanent Language Requirement : English and Spanish (C1/C2) We are at Coforge hiring for Major Incident Manager with Major Incident Management, PRE environments, Jira and ServiceNo Job Responsibilities / Role • The role is a Major Incident Management with oversight within a dedicated PRE++ governance operating model., • In this role, you'll be responsible for driving operational governance, incident management and environment stability across PRE and associated non-production services supporting the Sparrow (TSB) programme. Responsibilities • Driving operational governance and stability across PRE environments through structured incident control processes., • Leading and coordinating Major Incident Management activities for PRE services to minimise disruption and restore service as quickly as possible., • Managing daily Preoperational health checks and readiness reporting to support programme delivery and critical BAU activities., • Coordinating with infrastructure, application, support, testing, and development teams to diagnose and resolve incidents effectively., • Establishing and maintaining SLA-driven monitoring, alerting, dashboards, and operational reporting to proactively identify and mitigate service degradation., • Driving proactive Problem Management through root cause analysis (RCA), trend identification, post-incident reviews, and preventative action tracking., • Supporting governance and control of PRE data ingestion activities from PRO and MIG environments, ensuring data quality, masking, confidentiality, and environment stability requirements are met., • Defining and enforcing operational policies, deployment best practices, and controlled activity windows within PRE environments., • Producing clear, structured stakeholder communications during incidents, operational events, and governance forums., • Contributing to continuous improvement initiatives across incident management, monitoring, change governance, and operational support processes., • Co-ordinating Pre Production Performance tests on behalf of the certification office., • +5 YEARS experience as Major Incident Manager, • Demonstrable direct exposure / experience of IT Major Incident Management (or closely related incident / problem / service management experience with clear evidence of transferable skills)., • Understanding of Santander IT infrastructure, networks, and applications. EXPERIENCIA EN BANCO SANTANDER / BANCA EN GENERAL (CON PREFERENCIA EN BANCO SANTANDER), • High attention to detail and a meticulous approach to documentation., • Strong written and verbal communication skills, with experience engaging stakeholders at all management levels., • Ability to process data and information from multiple sources to assess and prioritise impact and urgency, clearly relating the effects, • on impacted stakeholders and prioritising their needs during resolution., • Understanding of Jira, ServiceNow and PagerDuty, • Experience working within large-scale banking or regulated financial services environments., • Understanding of PRE / UAT / SIT / Non-Production environment governance models., • Experience using ServiceNow, PagerDuty, Dynatrace, Splunk, AppDynamics, or similar tooling., • Technical background within Infrastructure, Software Engineering, Platform Operations, or Production Support., • Experience supporting release management, deployment governance, or test coordination activities., • Knowledge of operational resilience and service availability principles.