IT Incident Manager

Your Responsibilities

Excellent research needs 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 programme to facilitate 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.
• Analysing 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.

Your Profile

• Completed higher education in information technology, computer science or business informatics, or equivalent professional experience
• Several years of experience in IT operations or IT service management, ideally in a complex environment.
• Solid understanding of ITIL processes, especially incident, problem, and change management as well as service request fulfilment.
• Experience with IT security frameworks such as ISO 27001 is a plus.
• Ideally, experience in introducing ITIL processes from scratch.
• Strong analytical, organisational, and communication skills.
• Ability to remain calm and structured under pressure and to make clear decisions quickly.
• Experience in coordinating cross-functional teams and managing external service providers.
• Working language is English; German language skills are an advantage.