SRE Engineer Incident And Problem Management

Your Role and The Team

We are looking for a knowledgeable and proactive IT Incident and Problem Management Expert. This role is pivotal in bridging local execution and global management, ensuring consistent and accurate data across systems and services within the domain.

You will be responsible for overseeing the Incident and Problem management process, strongly aligned with WB Major incident management team and PSS SRE engineers

ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and settlements services. The PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable.

The PSS is an independent unit within ING’s COO domain, reporting directly into ING’s Chief Operating Officer.

The PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.

The PSS changes the organization towards a true Services-based organization and to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our eight services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there, the PSS SRE comes in.

Key Responsibilities

• Lead the IT process globally for all PSS IT teams , ensuring alignment with global standards
• Act as the mandated lead for critical services problem management; ensure audit readiness and policy adherence
• Coordinate the deployment practices, including rollback plans and impact assessments
• Actively contribute to the Guild to improve practices and tooling
• Work closely with DevOps teams, Product Owners, and Risk functions to ensure compliancy
• Monitor monthly statistics and trends in incidents and successful follow up of post mortems across PSS
• Monitor and audit Incident and Problem management data-quality and compliance;
• Serve as the contact point for internal/external audits and policy/control standard Problem management
• Act as backup to the IT Change Manager and Configuration process cluster when needed

Key Capabilities/Experience

Competences

You are pro-active and have a natural drive to act and deliver results on time.

• Excellent team player.
• Take initiative, work accurately and in a structured and disciplined manner, have patience and resilience to handle setbacks.
• Have a sharp eye for details, while not losing the overall picture.
• Experience in guiding on and offshore teams
• Experience in Agile environments in a corporate set-up
• You are highly self-organizing, pragmatic, and always seek opportunities to improve your work.
• Experience in Payments Services
• Excellent in English

Minimum Qualifications

• Bachelor’s in Computer Science, Engineering, or a related field.
• At least 2-5+ years of experience in IT operations, DevOps, or SRE roles.
• Deep understanding of ITIL, Agile, and DevOps frameworks.
• Strong stakeholder management and process facilitation skills to different hierarchical levels.
• Ability to be the lead in PSS and so leading guilds and be the person to go.
• Familiarity with infrastructure, and service management tooling (e.g., ServiceNow).
• Excellent communication, coordination and process management skills.
• Stay curious, take initiative, and embrace feedback loops for improvement