Global Major Incident Manager Tech Infra in Amsterdam

Your new challenge!

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 are able to manage cross-border Major Incidents to reduce customer impact to an absolute minimum. You are part of the end-to-end responsibility for defining and developing the major incident management service that you deliver with your colleagues within the squad.

In order to fulfil your mission, you draw on your understanding of technology and the organisation and you have strong team leadership abilities to guide the squad to deliver a value-adding service. You work in a DevOps way, closely aligning with local major incident managers around the globe.

What you do (Capabilities)

You are responsible for managing the global major incidents. Together with the Product Owner and your colleagues You are the end-to-end owner of the full service. You are a major incident manager with excellent knowledge and experience with the process and the organisation. You will support the implementation of the new Way of Working.

Especially you focus on:

1. Manage major incidents and minimize (major) customer impact

a. You have the overall lead in solving (Global) Major incidents (supported by L2 on duty).

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

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

d. You lead root cause analyses on your own, write the EMIR report and assign and align recommendations within all parts of the ING organisation

2. Innovate the major incident management process

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

b. Prioritize backlog based on creating consumer value as soon as possible through MVP principles

c. Guide the squad on a daily basis to ensure delivery of your services

d. Act as ambassador of the service to the consumers

3. Apply and improve DevOps way of working

a. Write clear user stories which are understood by the squad and derived from consumer needs

b. Rigorously drive DevOps rituals (daily stand-ups, sprint planning, sprint review, retrospective)

c. Define quality standards and “Definition of Done” (“DoD”)

d. Continuously improve yourself, your squad and the service

i. Actively ask for feedback and provide feedback

ii. Coach colleagues of your squad

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 You recognize yourself in this profile (Competencies)

 Competencies - Skills

1. Broad understanding of technologies and consumer needs

a. Knowledge across stacks, technologies and ecosystems

i. Broad knowledge of IT and technology delivered by ING Tech

ii. Working knowledge of technology in interfacing squads and consumers, to get an end-to-end view

iii. Strong analytic skills

b. Solid understanding of consumer needs to enable consumers

i. Clear understanding of value add of major incident management

ii. Understanding of consumers pain points and the ability to translate this into effective process improvements

iii. Understanding of trends and changes in consumer context and needs

2. Strong people management skills

a. Strong team leadership abilities, including ability to motivate and convince without being directive

b. Stakeholder management skills to enable close collaboration and alignment with consumers and other stakeholders

c. Communications and collaborations skills to problem solve, co-create and align with other POs

 Competencies - Behaviours

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

a. Leading example of the ‘Every Minute Counts’- mindset

b. Stress-resistant, work under pressure with high management attention

c. Agile in working hours (no 9-5 mentality, standby shifts)

d. Results-oriented, and striving to deliver value-adding services

e. Self-driven, proactive and organized, with ability to identify what needs to be done

f. Intrinsically positive mindset with a natural tendency to see solutions rather than problems

g. Independent and autonomous in completing tasks

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

a. End-to-end ownership mindset

i. Strong team player who takes responsibility

ii. Independent and autonomous in completing tasks

iii. Result oriented - Adapts approaches to situations

b. Mindset of continuous improvement of the service and way of working

i. Strong problem solver to structure and improve complex situations

ii. Drive to coach other to help their individual development

3. Curiosity to always look out for innovation opportunities

a. Passionate about major trends in technology

b. Stays up-to-date on latest innovations

c. Attend events and workshops on specific topics

 Your education and background

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

• Extensive experience in both engineering and leadership roles in Agile teams, e.g. as Scrum Master, Product Owner, DevOps Engineer

• Track record of leading high performance Agile teams

• Extensive track record in managing major incidents

• Excellent command of spoken and written Dutch and English