Incident Manager

Anne-Catherine Zoller recrute

Description de l'offre

You are someone who is … – Customer oriented focusing on results – Factual, analytical, pragmatic and structured – Receptive to new ideas, collaborative and creative – Able to work in stressful situations – A good communicator, assertive and convincing And do you also have … – A master or bachelor degree in Information Technology – An infrastructure and application knowledge (landscape view) – ITIL v3 process knowledge (service operation) – Good knowledge of English (spoken and written); Knowledge of French and/or Dutch is an asset. – Availability for on-call … then you are our new Incident manager

Complément d'information

ING Belgium SA/NV services all banking customers with a wide range of financial products and via the distribution channel of their choice. ING Belgium SA/NV employs 9,275 FTE and is a full subsidiary of ING Group N.V. which services 61 million private, corporate end institutional clients in more than 40 countries in Europe, North America, Latin America, Asia and Australia.

Your work environment at ING …

ING Belgium 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 retail and private banking clients, as well as small, medium and large enterprises.

ING ITis actually a business in itself employing up to 9,000 IT professionals from the Netherlands and Belgium. You find IT specialists in each business unit of ING, where they play important roles. In a highly complex and dynamic world, the IT people make the bank work.

The domain “Distribution Services” within the IT division is responsible for the IT developments and services for the Retail distribution divisions of ING Belgium (Direct Channels, Branches, Self’Bank and Marketing). In this structure, the service delivery centre is accountable for the operational activities for these services.
The vacant position is within the Service Support team which manages incidents and problems reported by the service desks as second level and in collaboration with the application specialists. The operational service offered by the team covers the infrastructure and applicative facets of services delivered to our customers.

As Incident Manager you will be responsible for the coordination of critical incidents in order to guarantee the highest level of service availability for the Retail channels and you will be working on the continual improvement of the incident process

Your role …
– Coordinate the critical and complex incidents impacting the distribution channels through the bank delivery centres
– Follow the escalation from stakeholders
– Communicate the incident information to all relevant stakeholders in an appropriate language
– Compile management reports
– Drive and monitor the efficiency and effectiveness of the Incident management process in the distribution delivery centre
– Make recommendations for improvements of the incident process
– Implement the process improvement initiatives