Incident Manager CSO

We are looking for a Incident Manager who takes ownership when things don’t go as planned. At Keylane, we deliver mission-critical SaaS solutions for the life and pension industry. When incidents occur, you are the one driving resolution—bringing structure to complexity, aligning stakeholders, and ensuring our customers stay informed and confident.

Key about your role

As our new Incident Manager in CSO, you are responsible for managing incidents end-to-end across our SaaS landscape.

You take the lead during major incidents, coordinate across support and engineering, and ensure issues are resolved efficiently and professionally. Beyond resolving incidents, you ensure we continuously improve by learning from them.

You will operate in an international setup across Denmark, the Netherlands, and India, where collaboration and clear communication are key to success. Experience or knowledge within the pension industry will be considered an advantage.

Key responsibilities within the role:

• Own and drive incidents from identification to resolution
• Lead major incidents, including coordination, communication, and decision-making
• Act as the 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

Questions?

Please send your application with CV via our website. Applications are evaluated continuously.

If any questions, please feel free to reach out to our hiring manager Henrik Larsen at [email protected]

Requirements:
• 5+ 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.

Benefits:
• A flat and informal organization with a professional and supportive working environment.
• A profit share.
• Inclusion days where you decide when to hold your public holidays.
• Five weeks of vacation and five Keylane days.
• A pension scheme where 13.25% is paid by Keylane and the individual contribution is 3%.
• Flexibility in the working environment. We offer a combination of working from home and from the office. We value seeing colleagues in person to stay connected and collaborate effectively.
• The Danish office is located a 10-minute walk from Islands Brygge Metro station.
• We believe that strong employee relations are key to maintaining well-being in the workplace. To support this, we offer a variety of social activities that all employees can participate in, such as yoga, padel tennis, running, outdoor bathing, and fitness in the basement.