Technical Incident & Reliability Manager

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.