Local Major Incident Manager

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.

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.