Product Manager IPC 1.5 Line team

ING Private Cloud (IPC) launched a specialized service support team during 2024. We are looking for a qualified Product Manager with hands-on mentality who will lead the team of support engineers (6 in total) from a content perspective, managing the day-to-day effective service support solutions in the mission of elevating our service support model.

The team

You will lead this IPC Specialized Service Support team (1.5 Line team) implementing a Service Support Operations organization. The team consists of (highly) skilled Cloud & Infrastructure, Windows & Virtualization, Linux, Networking, Databases & Big Data (Stacks & DB) and Middleware & Integration engineers.

The team will work according to the agile way of working and will be well-equipped to handle incidents and requests related to the IPC’s service offerings, thereby improving the efficiency and effectiveness of support services. The purpose of this team is to improve the incident handling and driving service optimization provided by IPC and enhancing collaboration and communication within and across the IPC areas.

Roles and responsibilities

Your role will be essential in orchestrating a seamless and effective service support team, playing a central role in IPC's overall transformation strategy. Together with the implementation consultant and the incident respondent you will actively collaborate with the IPC 1st line and service delivery teams. Main goal is to ensure that all the Support related topics are optimally handled by educating the IPC 1st line, automating support solutions, optimizing technical support journeys and providing specialized technical support on behalf of the service delivery teams.

You will:

• Ensure incidents affecting IPC services are appropriately handled.
• Care about finding the right service solutions on incidents that have impact for the entire IPC.
• Manage day-to-day IPC Service Operations team and its KPIs.
• Analyze incident reports for automation opportunities, guiding engineers in creating automations for common incidents.
• Want to simplify onboarding solutions for our users on all levels.
• Want to work with data as well as with people.
• Want to work with and coach your team to facilitate and improve our services for onboarding in the cloud.
• Build and cultivate strong relationships with IPC Product Managers in the different IPC areas.
• Work closely with the implementation consultant and IPC Process Excellence team, reviewing KPIs and co-creating tactical actions for service improvement.

What are we looking for?

• Practical knowledge in ITIL 4 practices [Incident, Problem, Knowledge, Change]
• You are an excellent communicator and can influence and cooperate with people at all levels
• You are well able to challenge the IPC 1st line team and your own to improve the way-of-work and the quality of the output
• You are keen to define work processes that can be used for reporting
• You have a keen eye for service improvements
• You like to experiment to find novel solutions and you can make design decisions based on your knowledge and experience
• You understand that there is tension between being risk driven and being agile
• You have a proactive mindset and lead by example
• You are a team player at heart, you know that a strong team can achieve more than an individual
• Hands-on experience in operations management
• Experience with managing and coaching and you possess the right stakeholder management skills needed for an operations manager.
• Proven track record working with high-complexity operational support services
• Demonstrated success in mentoring and coaching highly skilled engineers
• Strong relationship-building skills with other leaders
• Ability to thrive in high-pressure circumstances
• Forward-thinking and disruptive when necessary

What do we ask of you?

Required:

• Willing and able to work at ING Rotterdam Wilgenplas (Netherlands) as your primary location, with ING Amsterdam Haarlerbergpark as a second location.
• 5 years of experience in incident management, preferably in a cloud computing environment
• Proven experience in managing and coaching technical engineers
• Troubleshooting/communication skills
• Service now Fundamentals or Admin knowledge or Developer certified
• Basic knowledge on Azure to support the access management tasks
• Service Experience in working with Batch management (monitoring and incident resolution)
• You know how to optimize performance by using metrics and monitoring tools as stated above
• Strong experience in stakeholder and peer management in a multicultural environment
• Innovative and strategic thinker with an eye for detail
• Strong communicator with the ability to gain confidence and trust through honesty, integrity, and authenticity.

Good to have:

• You understand CI/CD concepts & methodology and have experience with modern pipelines
• Able to write and understand basic command lines and scripting
• Rich experience in IT & Infrastructure Operations (Linux/Unix, Database, Network, vSphere, Azure)
• Hands on experience in troubleshooting basic issues in Windows, Linux, Unix,
• Exposure to working in multi-Cloud environments.
• Knowledge on the Data visualization tools (E.g. Power BI)
• Basic database Oracle awareness
• Basic understanding of batches and its components
• ITIL certification is a plus
• Previous experience in service transformation programs
• Project management and collaboration capabilities.

Rewards & benefits

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions athttp://careers.ing.com/en/benefits-NL

The benefits of working with us at ING include:

• A salary between: 5.212,06 - 8.387,68 euro's

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

• Work Agile, so new ideas come to life faster

Questions?

Contact Orhan Sari in our Tech recruitment team for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.