Your Role & Work Environment
As a Local Major Incident Manager, you play a crucial role in safeguarding the stability and availability of our critical banking services. You take the lead in resolving Major Incidents and Priority 1 incidents, ensuring minimal customer impact and efficient coordination across teams.
You will work within a team of nine specialists, part of the Site Reliability Engineering organization, whose mission is to secure 99.9% availability of our core services, 24/7.
What You Will Do
Major Incident Leadership
- Lead and coordinate all actions during Major and Priority 1 incidents.
- Ensure the right technical and business teams are engaged.
- Chair the virtual War Room when activated.
- Communicate regularly and effectively with stakeholders and senior management.
- Collaborate closely with the Bank Crisis Team when required.
Post‑Incident Activities
- Conduct post-mortem analyses to determine root causes and identify structural remediation.
- Ensure follow-up of improvement actions to avoid recurrence.
- Create clear, business-facing incident reports summarizing impact, root cause, and remediation steps.
Process & Continuous Improvement
- Oversee Emergency Change creation, meeting minutes, and ECAB decisions.
- Contribute to continuous improvement of the Major Incident Management processes and communication framework.
- Manage relationships with Service Delivery Centers and business representatives.
Collaboration & Communication
- Gather input across domains and collaborate with international counterparts, including cross-border BE–NL teams.
- Maintain effective business and technical communication throughout all incident phases.
What We’re Looking For
You are a proactive, collaborative, and resilient professional who thrives under pressure and enjoys leading teams through challenging situations. You bring fresh ideas, challenge the status quo, and help others succeed. You are always a one step ahead.
Required Skills & Experience
- Master’s degree (preferably in IT) or equivalent practical experience.
- Strong leadership presence, especially in high-pressure environments.
- Ability to work under stress and manage time-critical situations.
- Excellent interpersonal and organizational skills.
- Ability to maintain helicopter view in complex, escalated scenarios.
- Excellent communication in English (written & spoken); knowledge of Dutch and French is a strong asset.
- Experience with ITIL/Agile frameworks.
- Solid IT knowledge, understanding of IT infrastructure and application technologies.
- Strong analytical skills and experience with root cause analysis tools.
- Proficiency in MS Excel, PowerPoint, and Word.
- Banking knowledge is a plus.
- Flexibility to work in fluctuating hours and participate in a 24/7 on-call rotation.
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.
Furthermore, you can count on a range of opportunities to invest in your personal and professional growth.
