Incident Manager

Location: Hybrid in Stockholm, Rotterdam, Copenhagen or Lisbon

Company

Aceve builds digital tools for electricians, plumbers and contractors, serving more than 23,000 customers across seven countries through leading software brands.

What you will do

• Monitor alerts and customer-facing signals, confirm incidents and assign severity.
• Lead availability incidents from declaration to closure, coordinating technical leads, communications leads, scribes, action owners and update rhythms.
• Run the operational response to security and personal-data incidents under the CISO’s authority, including timelines, regulatory clocks and communications.
• Own status-page and customer communications, coordinating legally significant updates with Legal.
• Maintain incident records, facilitate blameless reviews and track remediation actions to completion.
• Analyse incident trends, develop scalable SOPs, escalation paths, playbooks and tooling, and run tabletop exercises and weekly reporting.

Requirements

• Experience running major incident response, ideally in B2B SaaS or a similar environment.
• A degree in IT, engineering, business or a related field, or equivalent practical experience.
• Working knowledge of incident management, including ITIL major incident management, severity models and post-incident reviews.
• Familiarity with EU software-company reporting requirements under GDPR, NIS2, CRA and the AI Act.
• Hands-on experience with alerting, on-call and status-page tools such as PagerDuty or Opsgenie, Statuspage, and Jira Service Management or ServiceNow.
• Ability to lead live outages, give clear instructions, keep responders focused on service restoration, and write actionable updates for customers and leaders.
• Ability to influence without formal authority and explain incidents clearly to engineers, customers and leadership.
• Sound judgement when assigning severity early, including when incident news is uncomfortable.
• Fluent English required.
• Willingness to participate in the on-call reach for P1 incidents.

Nice to have

• Experience scaling an incident management function.
• Another European language, especially a Nordic language or Dutch.
• Experience running tabletop exercises or handling regulatory incident reporting.

Culture & Benefits

• Full-time role in a hybrid workplace.
• Work in a growing organisation operating across Europe, with a focus on grit, openness and collaboration.
• Equal-opportunity and inclusive employment environment.