ING BANK

ING is a global financial institution with a strong European base, offering banking services through a network that connects millions of customers across the world. As part of our ongoing commitment to operational ecellence and technological advancement, we are seeking an eperienced and visionary Product Manager for the Global Master Control Room (GMCR) within ING Global Infrastructure.
The GMCR operates as the central nervous system of ING’s digital infrastructure, overseeing, coordinating, and continuously improving the incident management and monitoring landscape across the organization. Strategically positioned in the Netherlands, Poland, and Spain, the GMCR is growing by integrating regional Master Control Rooms into a unified, responsive, and robust global oversight function.
The Product Manager for the GMCR will be responsible for shaping the vision, strategy, and continuous enhancement of the global control room’s capabilities. This includes driving the seamless integration of local Master Control Rooms into the global framework, ensuring state-of-the-art incident management, and building robust processes for incident analysis and resolution.
This is a pivotal role within ING Global Infrastructure, with direct impact on the stability, resilience, and security of our digital operations. You will work at the intersection of technology and business, collaborating with operational teams spread across the Netherlands, Poland, and Spain, and engaging with stakeholders throughout ING globally.

ABOUT US

With 60,000 employees and operations in approimately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

KEY ROLES:

• Develop and maintain the product vision, backlog, and release plan for the GMCR.
• Facilitate cross-country integration projects, managing dependencies and mitigating risks associated with coordinated operations.
• Continuously review and improve incident management workflows, leveraging automation and advanced analytics where possible.
• Conduct thorough post-incident reviews and implement lessons learned into revised procedures.
• Monitor and interpret operational metrics, providing actionable insights to senior leadership.
• Ensure compliance with internal and eternal regulatory requirements, particularly around data privacy and operational resilience.
• Mentor and coach GMCR team members, fostering a culture of innovation, accountability, and continuous learning.

KEY RESPONSIBILITIES:

• Strategic Leadership: Define and evolve the GMCR vision and roadmap in alignment with ING’s global infrastructure strategy and security standards.
• Integration Management: Lead the continuous integration of local Master Control Rooms into the GMCR, standardizing operational procedures, monitoring systems, and communication protocols.
• Incident Management & Analysis: Drive the ongoing enhancement of incident detection, response, and resolution processes. Champion data-driven analysis and continuous improvement to reduce incident impact and recurrence.
• Stakeholder Engagement: Collaborate effectively with country-level teams, IT operations, security, business continuity, and third-party vendors to ensure streamlined operations and knowledge transfer.
• Service Ecellence: Set, refine and monitor key performance indicators for incident management (such as first-time-right and first-time-fi), system integration, and customer satisfaction, ensuring the highest standards of operational reliability.
• Change Management: Lead and support change initiatives across the three GMCR locations, ensuring adoption of best practices and alignment with global standards.
• Communication: Serve as the key communicator and ambassador for the GMCR, facilitating updates, reporting, and transparency across ING’s organizational layers.
• Reporting lines: from an HR perspective you report to the Area Lead in the Netherlands, and from a functional perspective you report to the Area Lead in Poland.