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

About the role

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.

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.
• Escalate incidents to senior leadership, technical teams, vendors, and business partners as needed.
• Coverage of cross-functional teams during incident response, including infrastructure, application support, networking, cybersecurity, service desk, change management, and problem management teams.
• Maintain oversight of 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.
• 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.

Requirements

• 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.
• 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.

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.
• 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.

Skills

• Strong business mindset and operational discipline.
• Leadership and decision-making under pressure.
• Effective communication and stakeholder management.
• Collaboration across technical and non-technical teams.
• Customer-focused and business-oriented approach to service restoration.
• Continuous improvement and operational excellence commitment.
• Strong analytical, critical thinking, and risk assessment skills.
• Proven 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.

Benefits

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.

Minimum Base Pay Range: $93,750.00 USD
Maximum $160,000.00 USD

We Value Your Impact
Your contribution matters and it’s recognized. You can expect a fair and competitive rewards package that reflects the impact you create and the value you deliver. We know rewards go beyond numbers. Offering more than just a paycheck, our benefits are designed to support you, your family and your well-being, now and into the future.

Santander Benefits - 2026 Santander OnGoing/NH eGuide (foleon.com)

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.