{"id":3741034,"url":"https://alion.io/job/aceve-incident-manager","title":"Incident Manager","company":{"id":2282815,"name":"ACEVE","domain":"aceve.com","url":"https://alion.io/company/aceve","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Stockholm, Sweden","Rotterdam, Netherlands","Copenhagen, Denmark","Lisbon, Portugal"],"countries":["SE","NL","DK","PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"EU AI Act","optional":false},{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Opsgenie","optional":false},{"name":"PagerDuty","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-04T09:06:45Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-04T21:43:22Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.\nAbout the role:\nMore than 23,000 customers in seven countries run their business on our software, and they count on it being there when they need it. As we grow across markets, we’re expanding our team with a dedicated Incident Manager to strengthen how we respond and communicate when it matters. You’ll lead availability incidents from first alert to closure, work alongside our CISO on security and data incidents, and keep customers, colleagues and leadership informed. You’ll shape the procedures, roles and rhythm that Product, Engineering, Support, Professional Services and Legal work to, and use what each incident teaches us to keep raising the bar. Influence and clarity matter most here: Product and Engineering fix the problem, and you make sure the right people are in the room and every update is clear and consistent.\nWhat will you do:\nYou’ll own how Aceve spots, handles and learns from incidents that affect customers. We start with our most customer-critical products and widen from there as the model scales.\nWatch incoming signals from alerts, Support, Customer Success, Professional Services and customers, confirm what’s a real incident, and set its severity within minutes\n\nLead availability incidents from declaration to closure: open the bridge, name the technical lead, communications lead and scribe, set the update rhythm, and make sure every action has an owner\n\nRun the operational side of security and personal-data incidents under the CISO’s authority: bridge, timeline, regulatory clocks and communications\n\nOwn the status page and customer updates, so customers get clear, consistent, plain-language news, agreed with Legal where it carries legal weight\n\nKeep the incident register complete, including affected customers and contracts, so we always have a clear record for customers, insurers and regulators\n\nFacilitate a blameless review after every major incident, and follow each action through to done with a named owner and date\n\nAnalyse incident data for trends, then bring improvement proposals to Product, Engineering and the CISO with a business case\n\nDevelop the SOPs, escalation paths, responder roles, playbooks and routing matrix that scale with us, and choose the tooling for alerting, on-call and status updates\n\nPlan and run tabletop exercises with the CISO, including one with the leadership team each year, and publish a weekly incident and remediation report\n\nWe believe you have:\nExperience running major incident response, ideally in B2B SaaS or a similar environment\n\nA degree in IT, engineering, business or a related field, or equivalent practical experience\n\nWorking knowledge of incident management practice, including ITIL major incident management, severity models and post-incident reviews\n\nFamiliarity with the reporting clocks that apply to software companies in the EU (GDPR, NIS2, CRA and the AI Act)\n\nHands-on experience with alerting, on-call and status page tools, such as PagerDuty or Opsgenie, Statuspage, and Jira Service Management or ServiceNow\n\nThe ability to lead a live outage: you give clear instructions, keep people focused on restoring service, and write updates that customers and leaders can act on\n\nThe knack of influencing without formal authority, and of explaining the same incident to an engineer, a customer or the leadership team in three sentences\n\nThe judgement to call severity early, even when the news is uncomfortable\n\nFluent English, and willingness to be part of the on-call reach for P1 incidents\n\nBonus Points For:\nExperience scaling an incident management function\n\nAnother European language, especially a Nordic language or Dutch, to help us support customers across our markets\n\nExperience running tabletop exercises or handling regulatory incident reporting.\n\nNot ticking every box? No worries! We value potential and drive, so apply anyway or connect with us- you might be just what we're looking for in our growing organisation! Join Aceve and take your expertise to the next level, together we are redefining what’s possible in craft and construction solutions!\nAceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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