Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 53.000 € Gross/Year
- Location
- Gemeinde Klosterneuburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will design and implement effective IT incident management processes, coordinating all steps from detection to resolution of incidents while ensuring continuous improvement of service quality.
Job Technologies
Your role in the team
- Excellent research requires state-of-the-art IT infrastructure and innovative digital services. With a team of about 50 experts, we will redesign ISTA's digital landscape over the next few years and implement an ambitious digital transformation program to support the Institute's rapid growth.
- As part of our IT & Digital Transformation strategy, we will establish professional IT management practices based on ITIL and introduce a new Atlassian-based service and support portal for our users. The incident management process is one of the most important touchpoints for users as it greatly contributes to the user experience and overall user satisfaction.
- As an IT incident manager, you will play an important role in designing, implementing, and overseeing this process. Your responsibilities include:
- Designing and implementing a new IT incident management process together with team leads and team members of the IT & Digital Transformation Division.
- Coordinating, overseeing, and continuously improving the entire IT incident management process from detection to resolution, ensuring effective, timely resolution and high service quality.
- Ensuring timely communication with users, IT teams, and management during major incidents.
- Collaborating with support teams and external providers to restore services efficiently.
- Leading post-incident reviews and driving continuous optimisation of ITSM workflows and tools.
- Analyzing incident trends to identify recurring issues, and proposing preventative measures.
- Developing and maintaining processes and tools, including a configuration management database, a knowledge base, playbooks, and performance reports.
- Participating in the design and implementation of a new service and support portal.
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Our expectations of you
Education
- Completed higher education in information technology, computer science or business informatics, or equivalent professional experience.
Qualifications
- Solid understanding of ITIL processes, especially incident, problem, and change management as well as service request fulfilment.
- Strong analytical, organisational, and communication skills.
- Ability to remain calm and structured under pressure and to make clear decisions quickly.
- Working language is English; German language skills are an advantage.
Experience
- Several years of experience in IT operations or IT service management, ideally in a complex environment.
- Experience with IT security frameworks such as ISO 27001 is a plus.
- Ideally, experience in introducing ITIL processes from scratch.
- Experience in coordinating cross-functional teams and managing external service providers.
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What we offer
- Full Time (40 h/w)
- EUR 53,000* gross/year
- Home office possible
- This position comes with possible overpayment depending on education, qualification and work experience.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Topics that you deal with on the job
Job Locations
This is your employer
Institute of Science and Technology Austria (ISTA)
The Institute of Science and Technology Austria (ISTA) is a young, international research institution dedicated to graduate education, science education, and cutting-edge research in the physical, mathematical, computer, and life sciences.
Description
- Company Size
- 250+ Employees
- Founding year
- 2007
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication, Education System, Science, Research
IT Incident Manager
- Salary
- from 53.000 € Gross/Year
- Location
- Gemeinde Klosterneuburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
