Local Major Incident Manager

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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