Incident Support Consultant

Keylane, a leader in SaaS solutions for the insurance and pensions industry, is looking for a person to work with incident management to join our team. This role is key in ensuring the quality, stability, and performance of our software solutions. .

Key about your role 

In this role, you'll get to work closely with our development teams, being involved in the whole software development process. Your main job will be to help with ticket managing, understanding customer input on bugs and fulfilling Service Requests, making sure everything runs smoothly and performs at its best. You’ll work directly with clients, communication and managing expectations is key.

At Keylane, we’re all about growth and learning. As an Incident Support Consultant, you'll have access to the Keylane Academy, which offers a ton of resources for your personal and professional development. Whether it’s career mapping or industry expert talks, we’re here to make sure you’re not just working a job but building your career.

Key about your team 

You are part of our Support & Release Management department together with many driven and experienced colleagues. This department forms the link between our customers and our product development organization. You work in a team composed of various expertise (pension-related, actuarial, technical) in which you support our Product Development teams, project teams and the customers. You will work in a mixed team, i.e. with the local Dutch, Danish and Indian team, each with their own expertise.

Check out our to see what it is like to work at Keylane.

Key about you 

• At least 1+ years of experience in a similar role, ideally in Pensions, IT, or Services.

• Familiarity with ITIL, ASL, BISL or similar is a plus.
• Strong analytical, problem-solving, and communication skills.
• Ability to work both independently and as part of a cross-functional team.
• Proactive, result-driven mindset with a focus on high-quality solutions

*A Certificate of Conduct (VOG) and reference check are part of the application process.

*Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply

Key about your responsibilities 

• Work closely with the development team to support the customer

• Troubleshoot, analyze, and resolve issues, ensuring seamless integration.
• Continuously monitor software performance, identifying areas for improvement.
• Collaborate with internal teams to integrate new features and enhancements.
• Keep detailed records of testing and release activities.

Keylane offers  

• 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;

• 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.