Product Manager Global Master Control Room

ING is a global financial institution with a strong European base, offering banking services through a network that connects millions of customers across the world. As part of our ongoing commitment to operational excellence and technological advancement, we are seeking an experienced and visionary Product Manager for the Global Master Control Room (GMCR) within ING Global Infrastructure.

The GMCR operates as the central nervous system of ING's digital infrastructure, overseeing, coordinating, and continuously improving the incident management and monitoring landscape across the organization. Strategically positioned in the Netherlands, Poland, and Spain, the GMCR is growing by integrating regional Master Control Rooms into a unified, responsive, and robust global oversight function.

The Product Manager for the GMCR will be responsible for shaping the vision, strategy, and continuous enhancement of the global control room’s capabilities. This includes driving the seamless integration of local Master Control Rooms into the global framework, ensuring state-of-the-art incident management, and building robust processes for incident analysis and resolution.

This is a pivotal role within ING Global Infrastructure, with direct impact on the stability, resilience, and security of our digital operations. You will work at the intersection of technology and business, collaborating with operational teams spread across the Netherlands, Poland, and Spain, and engaging with stakeholders throughout ING globally.

The team

ING is committed to building a world-class, future-proof digital infrastructure. The GMCR Product Manager will champion the continuous improvement of incident management by:

• Implementing advanced monitoring technologies and proactive incident detection mechanisms.

• Standardizing and automating incident response, reducing manual intervention and human error.

• Fostering a knowledge-sharing culture across the Netherlands, Poland, and Spain for collective learning and best practice adoption.

• Ensuring regular training, simulation exercises, and readiness assessments for all Master Control Room teams.

• Monitoring global trends in control room technology and incorporating innovations into the GMCR roadmap.

The GMCR operates with strategic presence in:

• Netherlands: As the core of ING’s global operations, the Dutch GMCR site provides leadership and direction for integration and innovation. The current GMCR Product Manager is located here.

• Poland: Home to a thriving tech and operations ecosystem, the Polish GMCR site is essential for automation, analytics, and agile operations.

• Spain: With a strong focus on incident response and business continuity, the Spanish GMCR site complements the global framework with local expertise.

Roles and responsibilities

Key roles:

• Develop and maintain the product vision, backlog, and release plan for the GMCR.

• Facilitate cross-country integration projects, managing dependencies and mitigating risks associated with coordinated operations.

• Continuously review and improve incident management workflows, leveraging automation and advanced analytics where possible.

• Conduct thorough post-incident reviews and implement lessons learned into revised procedures.

• Monitor and interpret operational metrics, providing actionable insights to senior leadership.

• Ensure compliance with internal and external regulatory requirements, particularly around data privacy and operational resilience.

• Mentor and coach GMCR team members, fostering a culture of innovation, accountability, and continuous learning.

Key responsibilities:

• Strategic Leadership: Define and evolve the GMCR vision and roadmap in alignment with ING’s global infrastructure strategy and security standards.

• Integration Management: Lead the continuous integration of local Master Control Rooms into the GMCR, standardizing operational procedures, monitoring systems, and communication protocols.

• Incident Management & Analysis: Drive the ongoing enhancement of incident detection, response, and resolution processes. Champion data-driven analysis and continuous improvement to reduce incident impact and recurrence.

• Stakeholder Engagement: Collaborate effectively with country-level teams, IT operations, security, business continuity, and third-party vendors to ensure streamlined operations and knowledge transfer.

• Service Excellence: Set, refine and monitor key performance indicators for incident management (such as first-time-right and first-time-fix), system integrat