Itsm Incident

**In ING we are looking for an ITSM Incident & Problem Manager**

**Your role and work environment**:
As an ITSM Incident & Problem Manager you will enforce the ITIL process adoptions by supporting the ING Spain & Portugal Tribes in their journey towards the excellence in the IT Service Management implementation and continuous improvement according to ING standards.

You will be part of the team responsible for defining, implementing, operating and governing the ITSM procedures, mainly focused on Incident Management but not limited to, that will drive ING Spain & Portugal duties according to ITIL practices in an Agile environment.

**Your key responsibilities**:

- ITSM Process Expert, specialized in Incident and Problem Management, within the ITSM Chapter.
- Supporting ING Spain & Portugal teams in the ING ITSM processes adoption, with main focus on both Incident and Problem Management but with capacity to add value in some others like Change, Configuration and Service Management.
- Keep a consistent approach on the day-to-day duties where ITSM fits into.
- Help ING Spain & Portugal in meeting the SLA and OLAs dictated by the different standards, processes and policies.

**What are we looking for?**
- An ITSM Process Expert with a deep understanding and hands-on in Incident and Problem Management ITIL processes adoption.
- Problem solving and Customer oriented.
- Excellent communication skills (English and Spanish).
- Good knowledge of reporting to Senior Management.
- Experience with highly regulated environments.
- Used to interact with both local and international 3rd parties, vendors, providers, etc.
- Teamwork promoter.
- Proactive and self-autonomy attitude.
- Accurate and analytical professional.
- Experience in audit response.

**What do we offer?**

The time you spend at work, the challenges you face or the lessons you get are very important, butWhat about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you

**Flexible schedule and 100% flexible e-working.**

Work or e-work? We have a totally flexible model: keeping both our customers and your colleagues in mind, you can choose the one that best suits you all.

**Restaurant card.**

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

**Our house will be your home.**

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, urban orchard, The Good Service (to help you with your errands) and much more

**Life insurance.**

We hope you don't need to use it

**Health insurance.**

For you and all your family (spouse/partner and children).

**Flexible remuneration.**

In addition, you will enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids

**Free company shuttle.**

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

**Banking benefits.**

Special loan or mortgage terms after 6 months working at the bank.

And you can benefit from our pension plan after 2 years with us.

**More health, more sports.**

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Physiotherapy service on site.

Gympass service.

**Get to know Us**

We are a team of more than 1000 people sharing one idea**:doing our bit in helping our clients create a better future for themselves**, by providing them with the tools they need to get where they want to go.

A **fully online bank** where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with **agile methodologies**.

And although we are based in Spain, we **are lucky to work with international and diverse teams every day across 44 countries**.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working we are looking forward to meeting you