Product Manager Global Master Control Room

ING is a global financial institution with a strong European base, offering banking services through a network that connects millions of customers across the world. As part of our ongoing commitment to operational excellence and technological advancement, we are seeking an experienced and visionary Product Manager for the Global Master Control Room (GMCR) within ING Global Infrastructure.

The GMCR operates as the central nervous system of ING's digital infrastructure, overseeing, coordinating, and continuously improving the incident management and monitoring landscape across the organization. Strategically positioned in the Netherlands, Poland, and Spain, the GMCR is growing by integrating regional Master Control Rooms into a unified, responsive, and robust global oversight function.

The Product Manager for the GMCR will be responsible for shaping the vision, strategy, and continuous enhancement of the global control room’s capabilities. This includes driving the seamless integration of local Master Control Rooms into the global framework, ensuring state-of-the-art incident management, and building robust processes for incident analysis and resolution.

This is a pivotal role within ING Global Infrastructure, with direct impact on the stability, resilience, and security of our digital operations. You will work at the intersection of technology and business, collaborating with operational teams spread across the Netherlands, Poland, and Spain, and engaging with stakeholders throughout ING globally.

The team

ING is committed to building a world-class, future-proof digital infrastructure. The GMCR Product Manager will champion the continuous improvement of incident management by:

• Implementing advanced monitoring technologies and proactive incident detection mechanisms.

• Standardizing and automating incident response, reducing manual intervention and human error.

• Fostering a knowledge-sharing culture across the Netherlands, Poland, and Spain for collective learning and best practice adoption.

• Ensuring regular training, simulation exercises, and readiness assessments for all Master Control Room teams.

• Monitoring global trends in control room technology and incorporating innovations into the GMCR roadmap.

The GMCR operates with strategic presence in:

• Netherlands: As the core of ING’s global operations, the Dutch GMCR site provides leadership and direction for integration and innovation. The current GMCR Product Manager is located here.

• Poland: Home to a thriving tech and operations ecosystem, the Polish GMCR site is essential for automation, analytics, and agile operations.

• Spain: With a strong focus on incident response and business continuity, the Spanish GMCR site complements the global framework with local expertise.

Roles and responsibilities

Key roles:

• Develop and maintain the product vision, backlog, and release plan for the GMCR.

• Facilitate cross-country integration projects, managing dependencies and mitigating risks associated with coordinated operations.

• Continuously review and improve incident management workflows, leveraging automation and advanced analytics where possible.

• Conduct thorough post-incident reviews and implement lessons learned into revised procedures.

• Monitor and interpret operational metrics, providing actionable insights to senior leadership.

• Ensure compliance with internal and external regulatory requirements, particularly around data privacy and operational resilience.

• Mentor and coach GMCR team members, fostering a culture of innovation, accountability, and continuous learning.

Key responsibilities:

• Strategic Leadership: Define and evolve the GMCR vision and roadmap in alignment with ING’s global infrastructure strategy and security standards.

• Integration Management: Lead the continuous integration of local Master Control Rooms into the GMCR, standardizing operational procedures, monitoring systems, and communication protocols.

• Incident Management & Analysis: Drive the ongoing enhancement of incident detection, response, and resolution processes. Champion data-driven analysis and continuous improvement to reduce incident impact and recurrence.

• Stakeholder Engagement: Collaborate effectively with country-level teams, IT operations, security, business continuity, and third-party vendors to ensure streamlined operations and knowledge transfer.

• Service Excellence: Set, refine and monitor key performance indicators for incident management (such as first-time-right and first-time-fix), system integration, and customer satisfaction, ensuring the highest standards of operational reliability.

• Change Management: Lead and support change initiatives across the three GMCR locations, ensuring adoption of best practices and alignment with global standards.

• Communication: Serve as the key communicator and ambassador for the GMCR, facilitating updates, reporting, and transparency across ING’s organizational layers.

• Reporting lines: from an HR perspective you report to the Area Lead in the Netherlands, and from a functional perspective you report to the Area Lead in Poland.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Travel: willingness and being able to travel at least quarterly to the other GMCR locations, including additional ad hoc visits if needed.

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field.

• Experience: Minimum 5 years in a product management, operations, or infrastructure-related leadership role, preferably in the financial sector or a highly regulated environment.

• Technical Acumen: Strong understanding of IT operations, incident management frameworks, monitoring tools, and automation strategies.

• Integration Experience: Proven expertise in leading cross-border or multi-site integration projects, ideally involving control room or command centre environments.

• Analytical Skills: Demonstrable ability to analyse complex operational incidents and synthesize actionable improvement plans.

• Communication: Excellent verbal and written communication skills in English; proficiency in Dutch, Polish, or Spanish is an asset.

• Leadership: Strong stakeholder management, influencing, and negotiation capabilities.

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 at Benefits in the Netherlands

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 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

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.