Global Major Incident Manager

Details

You are an every-minute counts-oriented Global Major Incident Manager with proven experience in IT and an excellent set of analytic, communication, and management skills. You can manage major incidents globally to reduce customer impact to an absolute minimum. You draw on your understanding of technology and the global ING organisation to fulfil your mission. You work in a DevOps way, aligning with local and domain major incident managers and global squads.

Team

The Global Major Incident team works in the CTO domain “Engineering & Reliability”. They share a passion for reliability and resilience. Success is measured by availability of critical services such as:

• Longer Mean Time Between Failures
• Shorter Mean Time To Repair
• Proven resilience to recover from disaster

Responsibilities

• Manage major incidents and minimize customer impact
• Overall lead in solving global major incidents, supported by the Line manager on duty
• Lead, guide, and coach the Major Incident Core Team during incidents
• Steer and monitor the solution process using hypotheses, run books, and chain diagrams
• Lead root cause analyses independently, write major incident reports and assign and align action items within ING organization
• Improve the major incident management process end-to-end
• Commit to on-call duties and 24/7 availability

Requirements

Competencies - Skills

1. Broad understanding of technologies and consumer needs:

   • Knowledge across stacks, technologies, and ecosystems
   • Broad knowledge of IT and technology delivered by ING Tech
   • Working knowledge of interfacing squads and consumers to get end-to-end view
   • Strong analytic skills
   • Solid understanding of consumer needs
   • Clear understanding of value added by major incident management team

2. Strong people management skills:

   • Strong team leadership, ability to motivate and convince without being directive
   • Communication and collaboration skills to problem-solve

Competencies - Behaviors

1. Self-motivation and drive to take end-to-end ownership

   • Leading example of ‘Every Minute Counts’ mindset
   • Stress-resistant, able to work under pressure
   • Agile working hours (standby shifts, no 9-5 mentality)
   • Results-oriented striving to deliver value-adding services
   • Self-driven, proactive, organized, able to identify needed actions
   • Positive mindset focusing on solutions
   • Independent and autonomous completion of tasks

2. Openness and willingness to try new ways of working

   • End-to-end ownership mindset
   • Strong team player taking responsibility
   • Result-oriented and adaptable
   • Mindset of continuous improvement
   • Strong problem solver for complex situations

3. Curiosity about innovation

   • Passion for major technology trends
   • Staying up-to-date on latest innovations
   • Attending events and workshops

Education and Background

• Professional and intellectual IT ability at university level, at least Bachelor's degree
• Extensive experience in engineering
• Extensive track record in managing major incidents (preferably 7-10 years)
• Excellent command of spoken and written English

Benefits

• Salary range of €4,367 - €7,088 per month
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of gross annual salary
• 8% holiday payment
• Hybrid working combining home and office work
• Personal growth opportunities
• Informal working environment with innovative colleagues

About ING

ING has 60,000 employees and operates in about 40 countries, providing numerous opportunities for people who want to make a positive impact and work ethically. It is a progressive, inspiring, diverse, and supportive environment.

Application Process

Multiple interview steps with various stakeholders. Contact recruiter for questions. To apply, upload CV and motivation letter by clicking the “Apply” button.