Central Support Incident Manager CoE in Namur

COE Expert member Central Support for CLT

Your role & work environment

The purpose of your role is to ensure the availability of the Customer Loyalty Teams in Belgium. This by mainly managing their incidents

Our team is situated on the different CLT locations.  In Brussels CSM, Ghent, Louvain La Neuve and Namur.
Your primary working location will be Brussels CSM,  but you are also flexible to work on the other locations if needed.

Your key responsibilities

Incident management

• You coordinate incidents impacting the CLT
• You communicate with a clear storyline towards the impacted CLT members
• You represent the CLT organisation during incidents in the warroom
• You work in an ‘on call’ system,  to ensure availability of our team 24/7
• You develop improvements to detect incidents before the customer notices - We discover the issue first!
• You create workaround scenarios and provide client impact calculations.
• You use your stakeholder management to make agreements on both future and current incidents and resolutions.
• You ensure the incident mgmt process is well known with the CLT organisation.

Business Continuity

• You manage the Business Continuity Plans for the different CLT domains.
• You help with the coordination in case the Business Continuity Plan needs to be used.
• You ensure the Business Continuity Plans are tested  on a regular basis

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and 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 an Expert member Central Support you will also need:

Knowledge

• Bachelor or an equivalent level of work experience
• A relevant knowledge or work experience within preferably Incident management,  ITS organisation AND/OR Technical support is a huge plus
• Knowledge of the bank world, business and products is a huge plus

Communication:

• A good knowledge of Dutch, French and English
• A good communicator, both in speaking as in writing
• Can represent his manager in meetings and projects.
• Can have contact with senior mgmt..
• An excellent team player

Problem solving:

• A ‘do it, try it, fix it’ mentality.
• Strong Analytical skills.
• Ability to provide creative solutions
• Proactivity: takes ownership to find proactive solutions and workaround processes

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 endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention

Furthermore, within the COE Central Support department, you can count on a range of opportunities to invest in your personal and professional growth with:

• You will learn how the bank and its products work ‘on the job’.
• Get to know a lot of people! You will have daily contacts with the CLT departments, but also the other departments of the bank (IT, Tribes, FMD,…)
• You will be involved in challenging projects.

We redefine banking. What about you?

There has never been a more interesting time to work at ING. 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!