Global Major Incident Manager

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

Location: Amsterdam/Rotterdam

Job type: Full time

The team

Global Infrastructure & Engineering (I&E) provides all the global Tech Infrastructure services and tooling supporting our global engineering workforce. Within Tech I&E, the Tribe Global IT Engineering and Operations (GITEO) serves the goal to provide the end-to-end Engineering Journey for our awesome Engineers, to ensure they can securely design, plan, code, build, deploy, test, run and monitor their application(s). The area Global Operations contains the Global Master Control Room (GMCR), Global Major Incidnent Management (GMIM) and the Global ServiceNow platform.

Roles and responsibilities

Manage major incidents and minimize (major) customer impact

• You have the overall lead in solving local major incidents (supported by the Line manager on duty).

• You lead, guide and coach the Major Incident Core Team during the incident

• You steer and monitor the solution process (supported by hypotheses, run books, and chain diagrams)

• You lead root cause analyses on your own, write the major incident report and assign and align action items within all parts of the ING organization

• Improve the major incident management process (end-to-end, e.g. including root cause analysis)

• You commit to on-call duties and 24/7 availability

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

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 technology in interfacing squads and consumers, to get an end-to-end view

• Strong analytic skills

• A solid understanding of consumer needs to enable consumers

• A clear understanding of the value added by a major incident management team

2. Strong people management skills

• Strong team leadership abilities, including the ability to motivate and convince without being directive

• Communications and collaborations skills to problem solve

Competencies - Behaviours

1. Natural self-motivation and drive to take end-to-end ownership

• A leading example of the ‘Every Minute Counts’- mindset

• Stress-resistant, work under pressure with high management attention

• Agile in working hours ( standby shifts)

• Results-oriented, and striving to deliver value-adding services

• Self-driven, proactive, and organized, with the ability to identify what needs to be done

• The intrinsically positive mindset with a natural tendency to see solutions rather than problems

• Independent and autonomous in completing tasks

2. Mindset of openness and willingness to try new ways of working

• End-to-end ownership mindset

• Strong team player who takes responsibility

• Independent and autonomous in completing tasks

• Result-oriented - Adapts approaches to situations

• The mindset of continuous improvement

• Strong problem solver to structure and improve complex situations
   

3. Curiosity to always look out for innovation opportunities

• Passionate about major trends in technology

• Stays up-to-date on the latest innovations

• Attend events and workshops on specific topics

Your education and background

• Professional and intellectual IT ability at university level - at least a Bachelor's degree

• Extensive experience in engineering

• Extensive track record in managing major incidents

• Excellent command of spoken and written in English

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find