Incident Manager — Customer Success

Netcup Wiki; Österreich; Remote; EUR 50.400 - 61.600; Vollzeit

Benefits dieser Stelle

Good transport connections and flex. 0

Mentoring program

Free parking

Mobile phone and notebook

Snacks and drinks

Company cars

Employee events

Fun corner

Zusammenfassung

Anexia Group in Austria is seeking a Customer Incident Coordinator (m/f/d) for full-time work across Vienna, Graz, Klagenfurt or remote. You act as the primary contact during critical incidents, coordinating between customers and internal technical teams, and ensuring clear incident communication.

You monitor SLAs, track corrective actions, document outcomes and contribute to ongoing improvements of incident management, with a strong focus on customer satisfaction as part of the Customer Success

Qualifikationen

• Completed IT education or equivalent professional experience.
• Several years of experience coordinating technical incidents.
• Experience in escalation management and customer communication.
• Knowledge of ITSM/ITIL processes and SLAs.

Aufgaben

• Act as the primary point of contact and escalation for customers during critical incidents.
• Coordinate incident handling between customers and internal technical teams.
• Ensure professional, consistent incident communication and documentation.
• Monitor compliance with SLAs and contractual commitments.
• Track corrective actions and continuous improvements following incidents.
• Contribute to ongoing optimization of the Incident Management process.
• Maintain a strong focus on customer satisfaction as part of the Customer Success Management team.

Kenntnisse

Customer orientation

Communication

German & English

ITIL/ITSM

Escalation management

Incident coordination

Experience coordinating incidents

Ausbildung

Completed IT education

Jobbeschreibung

Anexia Group in Austria is seeking a Customer Incident Coordinator (m/f/d) for full-time work across Vienna, Graz, Klagenfurt or remote. You act as the primary contact during critical incidents, coordinating between customers and internal technical teams, and ensuring clear incident communication.

You monitor SLAs, track corrective actions, document outcomes and contribute to ongoing improvements of incident management, with a strong focus on customer satisfaction as part of the Customer Success