Key Skills

Job Description

How do you make our customers happy? Every seamless experience on our platform depends on the systems running underneath it. Countless services work together to serve millions of customers and partners and when something breaks, you're the one who takes charge. You lead the incident response end-to-end: staying calm under pressure, reading the signals, and driving resolution. Beyond incidents, you improve reliability structurally. At bol, we believe in making life easier for our customers and partners while building a sustainable and inclusive future. In this role, you help us deliver on that promise, because reliability is the foundation of trust. The biggest challenge Bol has evolved from a traditional online store into a personalized platform tailored to our local market. Our tech organization continuously innovates to deliver effortless experiences. With fast-paced innovation comes the inevitability of incidents. And in a platform at our scale, the impact is felt immediately by customers and partners alike. Your challenge: step in when critical systems fail, lead major incidents with both confidence and technical credibility, and embed reliability practices across the organization. You balance operational leadership with genuine hands-on engagement: interpreting metrics and reasoning about system behavior, while driving long-term reliability. What you'll do as Incident & Reliability Manager? In a nutshell, TSDMs are the technical conscience of our platform. Your primary responsibility is to manage major incidents and lead reliability initiatives, taking end-to-end ownership and growing in scope and complexity as your impact deepens. You bring real technical skills to the table: you actively engage with the technical landscape, diagnose system behavior, and use your understanding of architecture and operational signals to accelerate incident resolution. You also drive automation of operational processes, build tooling for operational visibility, and work closely with engineers to embed reliability into our systems. You will: Lead major incidents: Step up as Incident Manager during high-impact outages, taking technical ownership while coordinating stakeholders and driving rapid recovery. Coach and enable: Train colleagues in Incident Management and reliability culture, partnering with first line support teams to strengthen their incident response capabilities and raise the quality of their practices. Actively engage in complex incidents: Pinpoint technical issues, interpret logs and metrics, and guide engineers toward resolution. You don't need to engineer the fix, but you understand what's happening. Bridge technical and business worlds: Translate complex system outages into clear, empathetic communications for business stakeholders and executive leadership, managing expectations under pressure. Turn incidents into improvements: Facilitate blameless postmortems, track structural follow-up actions, and help teams build technical and operational resilience. Automate and innovate: Automate incident workflows and operational processes; develop dashboards and applications that enhance operational reporting and visibility. Collaborate across domains: Serve as the contact point for operational concerns, season readiness, audits, and major infrastructure changes. Where you'll be working You will join an enthusiastic and motivated team of Service Delivery Managers. You collaborate closely with product teams and stakeholders across domains, and coach first line support teams to strengthen their incident response practices. Our team sparks energy by tackling complex challenges together, celebrating wins, and learning from setbacks. If you love blending operational excellence with technical depth and want to make a tangible impact on millions of customers, this is your place. Something for you? Technically grounded: You're energized by a role that blends real technical depth with operational leadership, incident management, reliability, and tooling/automation all in one. A natural connector and communicator: You build trust effortlessly across diverse teams. You know how to command a room with calm empathy during a crisis, filter out the noise for your engineers, and keep business stakeholders informed and confident. Curiously autonomous: You're perennially curious, always spotting improvement opportunities, and driven by a 'make it happen' attitude without waiting to be asked. Nothing for you? Take me by the hand, darling!: You prefer well-defined tasks and lots of guidance: taking initiative feels risky. Not much of an analyst: Quickly grasping system complexity, reading metrics, and forming a technical picture under pressure is not your thing Second mover: When something breaks, you analyse the cause, effect, and the meaning of life for days before acting. As a first line of technical defense during major incidents, that approach isn't ideal. We take pride in our B Corp certification and strive for continuous improvement every day. Our annual bonus is tied to sustainability goals, and we are committed to equality and equal opportunities for all.Perks of having a blue heart 29 days: to recharge Travel costs: Public transport, car, parking & charging covered Pension plan: 75% premium covered Annual bonus: Based on sustainability goals

Core Responsibilities

Lead high-impact incidents from response through recovery, using technical understanding of system behavior, logs, metrics, and architecture while coordinating engineers and communicating clearly with business stakeholders. Strengthen platform reliability by coaching teams, facilitating blameless postmortems, tracking improvements, and automating operational workflows and visibility tools.

Requirements

The role calls for strong technical understanding of complex systems, the ability to interpret operational signals, and confidence leading incident response under pressure. Candidates should communicate effectively across technical and business teams, take initiative, and be able to coach colleagues and drive reliability improvements.

Benefits

• 29 Days Of Leave
• Travel Costs Covered
• Pension Plan With 75% Of The Premium Covered
• Annual Bonus Based On Sustainability Goals