Remote Incident Manager - Customer Success

Netcup; Graz; Hybrid; EUR 50,000 - 62,000; Full time

Benefits offered by this job

Flexible working hours

Training and mentoring

Free parking

Mobile phone and notebook

Snacks and drinks

Employee events

Job summary

netcup is seeking a Customer Incident Coordinator (m/f/d) for full-time work across Vienna, Graz, Klagenfurt or remote. You will be the primary contact and escalation point for customers during critical incidents, coordinating between clients and internal technical teams and ensuring professional incident communication and documentation.

The ideal candidate has completed IT education or equivalent experience, fluent German and English, and knowledge of ITSM/ITIL and SLAs.

Qualifications

• Completed IT education or equivalent professional experience.
• Experience coordinating and/or managing technical incidents.
• Experience in escalation management and customer communication.
• Knowledge of ITSM/ITIL processes and SLAs.
• Strong customer focus and service orientation.
• Excellent communication and coordination skills.
• Fluent German and English, both written and spoken.

Responsibilities

• Act as the primary point of contact and escalation instance for customers during critical incidents
• Coordinate incident handling between customers and internal technical teams
• Ensure professional, consistent incident communication and documentation
• Monitor compliance with customer-specific SLAs and contractual commitments
• Track the implementation of 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

Skills

Incident coordination

Escalation management

Customer communication

ITIL/ITSM knowledge

German and English language

Education

Completed IT education (technical college, university, or equivalent) or comparable professional experience

Job description

netcup is seeking a Customer Incident Coordinator (m/f/d) for full-time work across Vienna, Graz, Klagenfurt or remote. You will be the primary contact and escalation point for customers during critical incidents, coordinating between clients and internal technical teams and ensuring professional incident communication and documentation.

The ideal candidate has completed IT education or equivalent experience, fluent German and English, and knowledge of ITSM/ITIL and SLAs.