Senior Incident Manager (f/m/d)

The Senior Incident Manager plays a key role in ensuring the timely resolution of major incidents while supporting the availability and resilience of business services. By driving problem management, business continuity activities, and strategic reporting, this role helps minimise business impact and improve service reliability. Working closely with technical teams and senior leadership, it acts as a critical link between technical operations and business stakeholders. 

• Lead and coordinate the response to major incidents, ensuring rapid service restoration and minimal business impact 
• Act as incident commander during critical outages, coordinating cross-functional technical teams and providing timely stakeholder communication throughout the incident lifecycle
• Drive problem management activities by identifying root causes, maintaining the problem backlog, and supporting the implementation of permanent fixes 
• Produce and present business availability reports, translating service metrics and incident data into meaningful insights for senior management 
• Conduct Business Impact Analyses (BIA) and develop, maintain, and test Business Continuity Plans (BCP) and Disaster Recovery Plans (DRP) 
• Coordinate crisis management activities and support post-crisis reviews to strengthen organisational resilience 
• Drive continuous improvement by refining incident and problem management processes, playbooks, escalation paths, and response procedures 
• Promote knowledge sharing by documenting lessons learned, facilitating post-incident reviews, and mentoring less experienced team members 

• 5+ years of experience managing major incidents within complex IT environments 
  Hands-on experience with ServiceNow, including Incident, Problem, and Availability/CMDB modules 
• Strong understanding of incident, problem, availability, and business continuity management 
• Strong troubleshooting and investigative skills with a structured approach to root-cause analysis 
• Excellent collaboration skills with the ability to coordinate across technical and business teams under pressure 
• Clear and professional communication skills, including confidence presenting to senior management 
• Ability to remain calm and make decisions in high-pressure, time-critical situations 
• Experience supporting knowledge sharing through documentation, post-incident reviews, or mentoring is an advantage 

We believe great work happens when people feel supported, inspired, and balanced. By investing in our employees, we create an environment where everyone can thrive and reach their full potential. This commitment has been recognized through our Great Place to Work®  certification. We offer the following benefits:

• Flexible working hours and a hybrid model that fit your lifestyle, backed by a strong culture of work-life balance
• A dedicated training budget to explore new skills, deepen your expertise, and shape your career journey
• A welcoming office atmosphere at our Vienna HQ with daily fresh fruit, a wide range of teas, fair-trade coffee, and meals at our company-subsidized restaurant
• Subsidized public transportation, plus access to pool e-bikes and e-cars -- for both business and personal use
• Plenty of ways to stay active and connected, from MyClubs app points to regular sports and company events
• Attractive local employee discounts and healthcare benefits that make everyday life a little easier

The minimum gross annual salary for this position according to the applicable collective agreement is 70.000 EUR gross/year (full-time basis, paid in 14 salaries). A higher salary is possible depending on qualifications and experience.