LMIM Engineer

Background on what ING is about (Generic ING background): ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview

LMIM Engineer is responsible for overseeing the entire incident management process to ensure timely resolution of IT service disruptions and minimize business impact. This role acts as the primary point of contact for major incidents, coordinating across technical teams, stakeholders, and vendors to restore normal service operations as quickly as possible.

Key Responsibilities

• Incident Handling & Coordination:

o Lead and manage the lifecycle of all incidents, ensuring adherence to SLAs, reporting authorities, and escalation procedures.

o Act as the central point of communication during major incidents, providing timely updates to stakeholders.

• Root Cause Analysis & Reporting: o Facilitate post-incident reviews and ensure documentation of root cause analysis (RCA).

o Guide teams through the RCA and definition of improvement actions

• Process Improvement:

o Continuously review and improve incident management processes and tools. o Identify trends and recurring issues to recommend long-term solutions.

• Collaboration & Communication:

o Work closely with the team, engineers, MIMs, and Stakeholders to manage pre and post incidents actions and alignments.

o Maintain clear communication with business units and senior leadership during critical incidents.

• Compliance & Governance: o Ensure compliance with ITIL best practices and organizational policies.

o Maintain accurate incident records in the ITSM tool. Key Capabilities/Experience

Key Capabilities

• Understanding of Agile way of working (sprint, product ownership, dev and ops roles)

• Proven experience in IT Service Management (ITSM) and Incident Management.

• Strong knowledge of ITIL framework and best practices.

• Excellent communication, leadership, and decision-making skills.

• Basic knowledge of IT and Banking Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.

• Preferably 5 years’ experience in the related field

• ITIL Foundation or higher certification. (Preferred but not required)

• Experience with ITSM tools (e.g., ServiceNow, Azure).

• Ability to work under pressure and manage multiple priorities.

• Background in technical support or operations.