Critical Infrastructure Incident Manager

Há 5 dias


Aveiro, Aveiro, Portugal Segula Technologies Group Tempo inteiro

Company Overview

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At Segula Technologies Group, we're an innovative company with a presence in key sectors like the automobile, railway, energy, and aerospace industries. Our team of experts supports customers throughout the product life cycle. With over 15,000 employees across 30 countries, we offer inclusive and respectful work environments where everyone is valued and has opportunities for growth.

 

Job Description

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The purpose of this role is to work under guidance as part of a technical team to ensure rapid and effective resolution of major incidents affecting Santander UK's infrastructure. This includes global coordination, analysis of service collisions, and monitoring changes until their closure. The successful candidate will require technical knowledge of IT infrastructure layers to manage and maintain core infrastructure that underpins production services.

 

Key Responsibilities

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• Assist in managing IT incidents to minimize disruption to services and restore normal operations as quickly as possible.

• Receive and document incident reports, prioritize, and categorize incidents according to severity and impact.

• Communicate with stakeholders and end-users regarding incident status and resolution, documenting incident response procedures and best practices.

• Coordinate 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.

• Organize and chair Post-Incident Reviews (PIRs) with a focus on 'lessons learned'.
• Ensure toolsets are updated regularly and accurately.

• Participate in post-incident reviews to identify root causes and prevent recurrence.

• Deliver high-quality presentations (verbal/written) on timelines, causes, and resolutions.

 

Requirements

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A 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.

 

Compensation Package

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We estimate the salary range for this position to be around £60,000 - £80,000 per annum, depending on location and experience.

 

About Us

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Segula Technologies Group offers a dynamic and challenging work environment with opportunities for career growth and professional development.



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