Sr. Associate, Incident Manager, Incident Management Hub (IMH)

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.  This is more than a strategic shift.  It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Incident Manager within the Incident Management Hub (IMH) is responsible for leading the end-to-end management of high-impact technology incidents to minimize business disruption, restore services quickly, and protect the organization’s reputation. This role serves as the central point of coordination during major incidents, ensuring effective engagement across technology teams, business stakeholders, executive leadership, and support partners.

This position requires a strong business mindset, operational discipline, and the ability to lead through high-pressure situations. The Incident Manager is expected to drive structured incident response, provide timely and audience-appropriate communications, align recovery efforts with business priorities, and support ongoing service improvement initiatives.

As part of the IMH team, this role also contributes to a 24x7 operational support model through assigned shifts, weekend coverage, and on-call rotations. The Incident Manager plays a critical role not only in restoring service during outages, but also in identifying trends, improving processes, strengthening resiliency, and enhancing executive visibility through reporting, automation, and continuous improvement efforts.

Primary Duties and Responsibilities

• Lead and coordinate the resolution of major, critical, and high-priority technology incidents to ensure rapid restoration of services in alignment with business impact, operational priorities, and service level expectations.
• Serve as the central point of contact during high-severity incidents, acting as the primary liaison between technology teams, business stakeholders, executive leadership, and support partners.
• Facilitate incident bridge calls and command-center activities, establish action plans, assign accountability, maintain momentum, and drive incidents through to resolution.
• Provide clear, concise, and business-focused communications throughout the incident lifecycle, including stakeholder notifications, executive updates, status reports, and post-incident summaries.
• Assess business impact and prioritize response and recovery efforts based on operational, customer, regulatory, reputational, and financial risk.
• Ensure appropriate and timely escalation of incidents to senior leadership, technical teams, vendors, and business partners as needed.
• Coordinate cross-functional teams during incident response, including infrastructure, application support, networking, cybersecurity, service desk, change management, and problem management teams.
• Monitor incident progression, track key decisions and actions, and ensure adherence to incident management processes and governance standards.
• Oversee and support root cause analysis activities, ensuring corrective and preventive actions are documented, tracked, and implemented to reduce repeat incidents.
• Identify patterns, recurring issues, systemic risks, and process gaps through incident trend analysis, and recommend strategic improvements to improve service stability and operational resilience.
• Partner with Change Management, Problem Management, Engineering, Infrastructure, and Business Continuity teams to align incident response with long-term prevention and resiliency objectives.
• Track and report on key performance indicators such as mean time to restore, incident trends, SLA performance, business impact, executive escalations, and service stability metrics.
• Support crisis management activities and participate in business continuity and disaster recovery testing, planning, and response exercises.
• Contribute to process maturity by helping standardize procedures, improve incident governance, and promote best practices across the organization.
• Mentor junior team members and support knowledge sharing, coaching, and team development within the IMH function.
• Drive the adoption of automation, dashboards, and AI-enabled reporting solutions to improve incident analytics, predictive insights, executive reporting, and operational efficiency.
• Perform additional duties and leadership responsibilities as assigned in support of business, technology, and operational objectives.

Shift Coverage / Work Schedule

• This role supports a 24x7 Incident Management operating model and requires flexibility to work within assigned shifts as determined by business needs.
• Participation in weekly on-call rotations and weekend on-call coverage is required.
• The role may require support during off-hours, holidays, and critical business events to ensure continuous incident command and operational coverage.
• Shift assignments may rotate to support global or extended-hour coverage and to ensure consistent support across the incident lifecycle.

What You Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration or similar.
• 10+ years of experience working in Incident Management or similar role.
• Strong experience in Incident Management, IT Operations, or IT Service Management, including direct leadership of major or enterprise-impacting incidents.
• Bilingual English/Spanish communication skills are required, particularly in multinational or highly collaborative environments.
• Hands‑on experience using Dynatrace for real‑time monitoring, automated alerting, and building dashboards that provide actionable insights into service health and incident trends.
• Proven ability to implement and interpret synthetic monitoring tests to proactively detect service degradation and prevent customer‑impacting incidents.
• Strong background with enterprise observability platforms (e.g., Dynatrace, Splunk) to analyze telemetry data, identify root causes, and support rapid incident resolution.
• Working knowledge of Linux and Windows server environments to effectively assess system‑level issues, collaborate with infrastructure teams, and understand platform‑specific incident impacts.
• Demonstrated ability to analyze operational data and incident trends, using KPIs and KRIs to identify systemic risks and improve service stability
• Familiarity with automation tools, reporting platforms, and AI-driven analytics capabilities is preferred.
• Strong understanding of ITIL framework, incident management principles, and service management best practices.
• Proven ability to communicate effectively with executive leadership and translate technical issues into meaningful business impact.
• Experience working in complex, enterprise-level technology environments with multiple integrated systems and stakeholders.
• Strong analytical, critical thinking, and risk assessment skills with a business-first mindset.
• Demonstrated ability to make sound decisions under pressure and manage multiple priorities in a fast-paced environment.
• Excellent stakeholder management, leadership, facilitation, and coordination skills.
• Experience with incident reporting, trend analysis, service improvement, and operational metrics.

Preferred Competencies

• Strong executive presence and communication skills
• Ability to lead high-pressure situations with confidence and professionalism
• Strong collaboration across technical and non-technical teams
• Excellent organizational skills and attention to detail
• Customer-focused, business-oriented approach to service restoration
• Commitment to continuous improvement, resiliency, and operational excellence

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
• Experience in Microsoft Office products.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

Maximum:

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

Review the internal eligibility guidelines here. If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.