Local Major Incident Manager

Technical data function

[Work Location, Work address]1040 Brussels, Sint Michielswarande 60
[Possibility of work from home on the basis of a team agreement]Hybrid way of working is possible

[Function Class]15

[Function Code]Consultant II

Your role & work environment

As a Local 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 actions to improve or correct the situation.
• be continuously increasing your knowledge of industry standards in the fields of incident management and adjoining fields, with the intent to propose possible improvements.

You will take the leadership during Major, and Priority 1 Incidents. You will 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.

You will be working in a team of 9 people. The team is part of IT Infrastructure and Platforms, 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

Your key responsibilities

• Collate bank-wide input from the different domains
• Liaise with 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.
• 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

We look for

A colleague with atalent for taking it on and making it happen,enthusiasm forhelping others to be successfuland a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Local Major Incident Manager you will also need:

• a master degree, preferably in IT or you have an equivalent experience
• 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

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavors’
• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

We redefine banking. What about you?

We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!