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About the role
Key responsibilities & impact- Drive incidents from identification to resolution
- Lead major incidents, including coordination, communication, and decision-making
- Act as a central point of contact for customers and internal stakeholders during incidents
- Ensure clear, structured, and timely communication throughout the incident lifecycle
- Drive root cause analysis and follow-up actions to prevent recurrence
- Monitor trends and identify opportunities to improve stability and performance
- Ensure SLA compliance and high service quality
Requirements
What you’ll need- 2-3+ years of experience in incident management, support, or a similar role
- Experience working in SaaS, IT services, or preferably pensions/financial services
- Strong understanding of ITIL (or similar frameworks) and incident processes
- Comfortable leading situations under pressure and making decisions when needed
- Strong communication skills—you can translate technical issues into clear messages
- Structured, proactive, and accountable—you take ownership, not just tasks
- Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply.
- A Certificate of Conduct (VOG) and reference check are part of the application process.
Benefits
Comp & perks- A monthly gross salary between (Mid-Level) € 3700 and € 4600 and (Senior) between € 4400 and € 5500 based on 40 hours per week;
- 8% holiday allowance of your total gross salary;
- A profit share;
- A pension scheme, with the option to save extra;
- Travel reimbursement; Receive a mileage allowance of €0.23 per km or an NS Business Card, which can also be used for personal travel
- 24 holiday days (optional to buy more). Additionally, 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;
- Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working from home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);
- The possibility of working remotely from abroad for up to 2 months per year;
- The possibility to lease a bike through our bike leasing program;
- A one-year contract that, subject to satisfactory performance, will be converted into a permanent contract;
- The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;
- A comprehensive vitality offer to help you stay healthy. Read more here;
- An active and fun community of ‘Keylaners’. Get to know your colleagues in an informal way during one of our organized events. We also have after work drinks at our in-house pub every Thursday and Friday.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementroot cause analysisSLA complianceITILincident processes
Soft Skills
communication skillsleadershipdecision-makingproactiveaccountability
Certifications
Certificate of Conduct (VOG)