IT Process Expert - Incident & Problem Manager en Madrid

This is... A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go. We are a fully...

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This is Us

A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go.

We are a fully online bank and were born out of that idea and 20 years on, transparency, simplicity and technology continue to be the ingredients for being more than just a bank. We are proud to be one of the very first banks to work with agile methodologies.

And although we are based in Spain, we are lucky to have the opportunity to work with international teams across 44 countries, composed of women and men as equal as they are diverse. Here you are free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping.

As an important part of ING strategy, the international project “Maggie” is multi-cultural and cross-business, and is developing a borderless, scalable, retail platform uniting Spain, France, Italy and Czech Republic.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror… we are looking forward to meeting you!


Your role and work environment

ING’s ambition is to be the number one digital banking brand in Europe, offering customers everywhere the same empowering, personalized and differentiating experience.

You act as Process Owner for all ITSM processes and you are responsible for IT processes continual improvement.  The role is key for supporting IT management in defining and delivering IT Strategy and should act as Value Chain and Strategy Manager for the Service Portfolio delivered by IT to Business.

You ensure services delivered from and to ING Maggie complies to intragroup contracting framework, service performance is measured, reported and analyzed for further improvements, coordinate volume forecasting process and supports budgeting process in cooperation with Finance Department.

Reporting to the Tech Services Tribe Lead, you work closely with the Maggie country SLM teams, ING Global service delivery teams and external vendors providing services to Maggie


Your key responsibilities

As an IT Process Expert in Maggie you:

Adhere to ING Global IT processes to:

  • Maggie is aligned to ING Global IT Incident Management and Problem Management processes.
  • Maggie is aligned to the ING Minimum Standard Controls.
  • Maggie Incident and Problem Management procedures are compliant in terms of IT Risk & Security to ING standards.
  • Support Maggie Tribes in achieving all these goals.
  • Make regular updates of the documentation and perform a Continuous Process improvement.

Process Performance Reporting & Support of “Data Driven Decision” Culture

  • Arrange regular training sessions with Maggie Tribes to make sure that everyone has same level of understanding about Incident and Problem Management processes.
  • Support Maggie Consumers on the integrated roll-out of our Collaboration Model.
  • Define, Implement, Monitor and report IT Services and Processes metrics (process metrics, service level metrics, service portfolio performance metrics, organization performance metrics, compliance metrics)
  • Ensure efficient and effective flow of Incident and Problem records through related IT Management processes.
  • Build management reporting following agreed standards, respecting process specifics.
  • Maintain management reporting (incorporate improvements and agreed enhancements while keeping adherence to standard) – with support of reporting specialist.
  • Support teams in using management reporting.


We are looking for

A leader of our Orange Code culture displaying the following behaviors:

  • Excellent communication and negotiation skills.
  • Presentation skills.
  • Team player.
  • Proactive and independent worker with can do attitude.
  • Used to deal with high impacting incidents.
  • Able to manage multiple stakeholders’ expectations.
  • Availability for on-duty support out of business hours.


Proven track record and technical skills

  • Work experience: at least 3 years in an IT Incident and Problem Manager role and at least 3 years in a managerial role, with in-depth understanding of banking environment, products and processes;
  • ITIL processes;
  • Proven track record in conducting service improvement programs i.e. to increase quality, effectiveness of problems, and time to market and reduce problems or incidents;
  • Experience in IT Change management;
  • Process Service, customer-oriented mindset and business acumen
  • IT Risk management;
  • Project management skills and experience;
  • Backlog management (planned activities).
  • Continuous Delivery and Continuous Deployment knowledge.
  • ServiceNow and Azure DevOps experience.
  • Release Management process knowledge.
  • Structured planning and strong analytical skills; strong coordination skills;
  • Analytical Skills, especially data analytics
  • MS PowerPoint and Excel – advanced use
  • Focus on details and delivery within agreed timelines is critical
  • Operations / SSC background
  • Experience with Agile way of working.
  • Excellent oral and written English skills.
  • Ability to work on an international level.


What do we offer?

Flexible schedule and 100% flexible e-working.

What goes on at ING matters much to us.

But we know that the most important things are outside the office.

Free meals.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.  

Life and health insurance.

For you and all your family (spouse/partner and children).

Free company shuttle.

Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And benefit from our pension plan after 2 years with us.

More health, more sports.

Runners club with your own trainer

Clinics with professional, world-class athletes

Physiotherapy service on site

Información extra

Tipo de contrato
Tiempo completo
Publicado el
Carnet de conducir
Carta de motivación

Madrid | Tiempo completo

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