Support Engineer Payments @ing Bank

Discover ING BankING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.Join usMissionThe Support Engineer is a key point in providing technical support to payments services to a high level. As part of the Payments Support team you will handle all the high priority incidents assigned, being responsible for respecting the Service SLA.Your day-to-day- Handling high priority alerts, incidents and requests coming from end-users of Payments Applications;-- Escalating technical issues that need specialized intervention- Keeping in touch with users to obtain or offer additional information and manage their expectations.- Following up on the escalated incidents in order to respect the Service SLA- Provide constant expertise to both team members and users- Actively contribute to existing incident management policies and procedures, in order to maintain and grow the knowledge base- Responsible for incident escalation and initial investigation on critical systems and services, via standby/on call- Investigate problems and changes assigned to our team- Successfully be part of the digital workplace projects with participation and testing- Active tasks or projects designed to improve the teams' activity and way of working- Map all payments flow and keep them up to date- Maintaining incident management policies up to dateWhat you bring to the team- University degree (IT, Engineering) or equivalent professional experience;- At least 12 months of experience in a technical related position- IT Service Management theoretical concepts are desired, ITIL Foundation is preferred and AGILE/SCRUM experience is a plus- Team player with the ability to motivate and teach other team members in principles of service delivery excellence- Excellent communication skills- Excellent problem solving ability, a proactive thinker who understands the “bigger picture”- Ability to deal with situations and technical issues in a friendly, calm and professional manner- Ability to multi-task, prioritize and escalate accordingly- Dedication and perseverance to pursue a technical issues from beginning to end- Initiative and reliability to work independently and autonomously- Good knowledge of written and spoken English.What we offer- Impactful work in a fun and collaborative environment;- Open-concept offices designed for both team work and relaxation;- Corporate events and social gatherings;- Hybrid way of working with flexible working schedule and short week options;- Monthly budget on Benefit platform;- Extra annual leave days depending on the total length of working experience;- Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications;- Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments;- Context to make an impact through Sustainability and Corporate Social Responsibility projects.