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Technology Incident Manager
Dorchester, MA

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Job Description

Technology Incident Manager-1901979


In conjunction with the CIO organization, the Technology Incident Manager will provide direction to the Day-to-Day management, execution and delivery of IT Incidents management in the organization. Including SLA's and Risk Management.


* Manages The Command Center and Incident Management procedures and escalation process for T&O. This include internal and external SLA's.
* Defines and create Incident Reporting dashboards including analysis, short and long term actions and participation in Post-Mortem or similar processes in order to mitigate or reduce bank exposure for repetitive or severe incidents.
* Defines and establish proper coverage across the group in supporting the monitoring and incident escalation 24/7.
* Directs management of a team responsible for following the established procedures regarding Incident Escalation and communication.
* Performs entity wide management responsibility requiring the establishment of clear roles and responsibilities for all participants. Provide vision and strategic direction-setting information
* Indirectly manages External factories in different geographical places even out of US, as a part of the out sourcing of Command Center activities.
* Manages or delegate High Priority Incident working group
* Identifies production environment stability trends. Escalate concerns through the problem management process to minimize business impact with a key objective of Sev-1 and Major Incident deterrence
* Analyzes incident, problem and change data, as well as recurring alerts, to identify the associated root causes and develops plans and actions to resolve and eliminate these problems at all Severity Levels.
* Ensures that all IT teams follow the Incident Management process for every incident and that the required information is properly recorded in the incident record
* Drives and maintain the effectiveness of incident and problem management processes and procedures. Participate in reviews and audits of the process. Challenge the process and make recommendations for improvement
* Serves as key contributor regarding the proper use and ongoing development of the incident management system
* Assists in developing incident and problem management reporting (volumes, KPIs, mean times to identify/ triage/ restore/ Resolve-Close/SLA compliance) to show performance within the environment
* Facilitates Incident calls, Incident Review and Problem Management meetings


* Bachelor's Degree or equivalent experience; at least 9-12 years' experience supporting enterprise level platform
* Spanish fluency preferred
* Demonstrable proficiencies using Microsoft Office tools for analysis and presentations required
* Knowledge of Partenon as well as other systems in use at SBNA Operations, Microsoft Office proficiency, especially in PPT, Excel
* Presentation skills, strong understanding of process workflows including accounting Santander Model (BBOs, IPA, IK) including SLAs and risk associated to their executions, risk awareness,
* Compliance knowledge and adherence to the banks P&Ps for the line of business
* Skilled in building relationship within T&O partners (IT, Ops) and other business areas
* US Regulations impacting directly to the Operations execution activity and Bank activity overall

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Job:Application Support

Primary Location:Massachusetts-Dorchester-2 Morrissey Boulevard - 06367 - Columbia Park

Organization:Technology (5900)


Job Posting:May 17, 2019, 6:52:20 PM


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