Global SME GBIM

Details

We are looking for a Global Subject Matter Expert (SME) to join the Global Business Incident Management (GBIM) team. GBIM is responsible for coordinating the business impact of major incidents across multiple WB domains (and is currently expanding to provide the same services to Retail entities), ensuring timely, high-quality communication and facilitating resolution and aftercare.

If you are an independent thinker, a team player, and someone who embraces ING’s Orange Code values — we would like to meet you!

Responsibilities

• Coordinate Business Incident Response: Act as the central point of contact for reporting and managing business-impacting incidents (Major/P1/P2/P3), ensuring alignment between business and IT stakeholders.
• Deliver High-Quality Communication: Provide timely, frequent, and clear incident updates to internal stakeholders, external clients, and regulators in line with agreed SLAs.
• Facilitate Aftercare and Recovery: Support post-incident coordination with Product Owners and Customer Journey Experts to ensure operational recovery and minimize future risk.
• Drive Process Improvements: Identify and implement improvements to reduce manual activities, enhance straight-through processing, and strengthen the global incident management framework.
• Support Root Cause Analysis and Reporting: Represent the business in RCA meetings, contribute to management reporting, and proactively engage with high-risk domains to reduce incident frequency and impact.
• Enable Knowledge Sharing: Document processes, procedures, and lessons learned to ensure consistent knowledge transfer across global teams.
• Lead Cross-Functional Alignment: Collaborate with IT DevOps teams, business operations, and senior management to ensure coherent incident handling and service delivery.
• Standby: required standby max. 7x / month.

Requirements

Experience

• Minimum 3 years in banking, incident management, or operational risk roles.
• Experience in shared services, global coordination, or client-facing operations is a strong advantage.
• Familiarity with ITIL, DevOps, and incident management tools (e.g., ServiceNow) preferred.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication skills — fluent in written and spoken English.
• Ability to manage high-pressure situations with professionalism and clarity.
• Skilled in stakeholder management, including senior leadership and external clients.
• Proficient in reporting, root cause analysis, and continuous improvement methodologies.

Personal Attributes

• Adaptable, flexible, and resilient.
• Detail-oriented with a strong sense of ownership.
• Collaborative team player with a global mindset.
• Proactive and self-confident, with a drive to improve processes and outcomes.

Wage (gross)

• 2669 EUR/month

By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.

Benefits

Friendly working environment

• You build your own working day - flexible working hours and work from home
• Daily working time: 7hrs 45min instead of standard 8hrs
• Daily refreshments - coffee, fruits, drinks
• Fully equipped gym accessible 24 hours / 7 days per week
• Game room with unlimited access
• Modern designed coffee corner and terrace with the grill spot

WellbeING

• Sick leave compensation: up to 80% of the monthly salary
• Life insurance contribution: up to 22,14 EUR/per month
• 3rd pillar contribution: up to 3% from your monthly salary
• 24/7 external mental health support
• Learning opportunities: internal and external learning programs
• Regular teambuildings, social events and communities

YOU/family/friends time

• Extra 3 PERSONAL days per year
• Extra vacation days: up to 10 extra days/per year
• Referrals starting from 1000 EUR
• 150 EUR for childbirth/adoption bonus, wedding day and registered partnership contributions, work anniversary award
• Our premises are open 24/7 and you can even bring your friends or family along (up to 2 friends to the gym and game room)

Extra perks

• Yearly bonus based on your performance and company’s results
• Cafeteria points: 50 EUR/month (600 EUR/year)
• Home office contribution: 20 EUR/per month
• Discounts from our and your favorite stores: up to 30%
• Warm welcome package for your fresh start
• Pet friendly office