IT Chapter Lead - Operations engineering

The HR, Finance & Reporting engineering team, is seeking an experienced and dynamic IT Chapter Lead to oversee our IT Operations team within the business domain of HR, Finance and Regulatory reporting.  This role is integral in ensuring the smooth functioning of our IT environment through proactive monitoring, effective incident management, and continuous improvement practices. The ideal candidate is passionate about solving problems to minimise to its best customer impact, possess strong leadership skills, technical expertise, and a commitment to operational excellence.

Your key responsibilities

Leadership and Team Development:  Lead and mentor a team of IT professionals, fostering a culture of collaboration, innovation, and continuous improvement. Encourage professional development and skill enhancement through training and mentorship.

Environment Monitoring: Oversee the implementation and administration of environment monitoring tools to ensure optimal performance and availability of IT systems. Establish and maintain key performance indicators (KPIs) to assess system health and performance.

Incident Management: Develop, implement, and maintain incident management processes to ensure timely resolution of IT incidents with minimal disruption to services. Act as a point of escalation for critical incidents and lead post-incident reviews to identify root causes and prevent recurrence.

 Operational Excellence: Collaborate with cross-functional teams to ensure IT operations align with business objectives and deliver value. Drive initiatives to improve operational efficiency, reduce downtime, and enhance service delivery. 

Stakeholder Communication: Regularly communicate with stakeholders regarding incident status, operational changes, and service improvement initiatives. Act as the liaison between IT operations and upper management, ensuring alignment of goals and strategies.

Change Management: Oversee change management processes to ensure all changes to IT systems are carried out effectively and with appropriate risk assessment. Collaborate with chapter and squad teams to evaluate the impact of proposed changes on IT operations.

Documentation and Reporting: Ensure comprehensive documentation of IT operations processes, incidents, and resolutions for knowledge sharing and compliance purposes. Provide regular reports and metrics to tribe leads and management on incident trends, operational efficiency, and team performance.

Our Team

We provide engineering build & run capabilities to a broad set of business teams, supporting the execution of critical company process from HR, Finance, Risk to Procurement. We proudly build and run an extensive and critical IT landscape on Java, .Net, ELT ODI & SAS; ERP Peoplesoft in addition with a broad number of SaaS applications.  

ING DevOps, Security and IT risk standards require us to be best in class to ensure our platform and software is reliable, scalable and future proof. Non-functional requirements play an important role influencing our development/testing approach.

Together with the domain chapter leads you will look for the best ways to deliver fast and high-quality software while maintain the stability of existing system ensuring business continuity.

You’re continuously looking for improvements in our way of working, while ensuring a safe and compliant bank.

The engineering team that you will be responsible for is based in Belgium and India.

You have:

• Strong people management and coaching skills
• Proven experience in managing environment monitoring tools and incident management frameworks (ITIL preferred)
• Strong knowledge of IT infrastructure, application support, and incident resolution processes.
• Familiarity with monitoring tools (e.g., Nagios, Prometheus, Splunk) and incident management systems (e.g., ServiceNow, JIRA)
• Experience with cross cultural and cross time zone collaboration 
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a data-driven approach
• You are an Orange Code role model:
  • You are always a step ahead
  • You take it on and make it happen
  • You help other be successful