As Central Major Incident Manager you will…
-be responsible for managing the resolution of critical incidents. The objective is to expedite the resolution of outages by ensuring that the proper teams are engaged and provide communication to our stakeholders and senior management.
-be responsible for minimizing the adverse impact on the business caused by events within our infrastructure, and to prevent recurrence of incidents. To achieve this goal, you define which structural remediation is required via root cause analysis of incidents and then follow up the the actions to improve or correct the situation.
-continuously increase your knowledge of industry standards in the fields of incident management and adjoining fields, with the intent to propose possible improvements to the bank.
Are you someone who has …
-strong leadership presence under pressure
-the ability to work under stress and time constraints
-outstanding interpersonal and organization skills, ensuring smooth cooperation with a diverse set of stakeholders
-experience in handling complex situations and escalations
-excellent oral and written communication skills in English, oral and written knowledge of Dutch and French are considered an asset
-experience working in an environment based on ITIL best practice frameworks
-emergency Change Management process knowledge
-knowledge of IT infrastructure and application technologies
-analytical skills with experience of the use of root cause analysis tools and techniques
-demonstrated ability to use MS Windows Applications including MS-Excel, MS-PowerPoint, and MS-Word
-flexibility : available 24/7 within a rotating schedule and On-call working
And you also have …
-a master degree, preferably in IT or you have an equivalent experience.
-experience with techniques like ITIL, Lean, Agile..
-fluency in English, Dutch and French
… then you are our new Central Major Incident Manager
Your role …
Take the leadership during Major and certain Prio 1 Incidents. Manage and coordinate all required actions to ensure fast resolution of these Incidents in order to mitigate and/or minimize the impact of an incident to our customers. This includes among others:
-Collate bank-wide input from the different domains
-Liaise with the your counterparts Cross-Border BE-NL and/or internationally
-Chair the War-room when invoked
-Ensure regular communication on business and technical levels
-Work closely with the Bank Crisis Team should the situation warrants this.
After the Incident has been resolved: Conduct post mortem investigations on critical incidents in order to determine the root cause, the resolution, and to identify and recommend any improvements that can be made to prevent recurrence.
Reporting: Produce a business facing Incident report detailing the incident, root cause, and steps for remediation.
Additional responsibilities include (and are not limited to):
-Ensure Problem tickets are properly recorded, escalated and assigned.
-Accountable and responsible for Emergency change creation, meeting minutes and Emergency Change Advisory Board decision
-Validate Configuration management items in light of monitoring and potential incident resolution
-Identify and execute upon continuous improvements for the Major Incident process and the communication framework
-Service Delivery Center and Business relations management
Your work environment at ING …
is, as the first universal direct bank, a strong player on the Belgian market. The bank provides its customers with a wide range of financial products and services via the distribution channel of their choice (click and face). Customers of ING Belgium are as well retail and private banking clients, as well as small, medium and large enterprises.
ING IT is actually a business in itself. It employs up to 9,000 IT professionals from the Netherlands and Belgium. Within each business unit of ING you will meet our IT people. All these IT specialists have an important role: in a highly complex and dynamic world, the IT people make the bank work.
IT Infrastructure Services is a department of about 400 IT professionals in Belgium, with a mission to be the preferred infrastructure service provider enabling ING to gain strategic business advantages. Within Infrastructure Services the mission of Drive is to create added value to Business Partners by visibly aligning all Infrastructure Services departments to mid- and long-term business goals.