Job
- Level
- Erfahren
- Job Feld
- IT, Support, System
- Anstellung
- Vollzeit
- Vertragsart
- Unbefristetes Dienstverhältnis
- Gehalt
- ab 53.000 € Brutto/Jahr
- Ort
- Gemeinde Klosterneuburg
- Arbeitsmodell
- Hybrid, Onsite
Job Zusammenfassung
In dieser Rolle designst und implementierst du effektive IT-Incident-Management-Prozesse und koordinierst alle Schritte von der Erkennung bis zur Lösung von Vorfällen, während du die kontinuierliche Verbesserung der Servicequalität sicherstellst.
Job Technologien
Deine Rolle im Team
- 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.
Unsere Erwartungen an dich
Ausbildung
- Completed higher education in information technology, computer science or business informatics, or equivalent professional experience.
Qualifikationen
- 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.
Erfahrung
- 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.
Unser Angebot
- 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.
Benefits
Work-Life-Integration
Gesundheit, Fitness & Fun
Themen mit denen du dich im Job beschäftigst
Job Standorte
Das ist dein Arbeitgeber
Institute of Science and Technology Austria (ISTA)
Das Institute of Science and Technology Austria (ISTA) ist ein Grundlagenforschungsinstitut, das sich der naturwissenschaftlichen Forschung auf internationalem Spitzenniveau sowie der Ausbildung von PhD & Postdoc Student:innen verschrieben hat.
Description
- Unternehmensgröße
- 250+ Employees
- Gründungsjahr
- 2007
- Unternehmenstyp
- Etablierte Firma
- Arbeitsmodell
- Hybrid, Onsite
- Branche
- Internet, IT, Telekom, Bildungswesen, Wissenschaft, Forschung
IT Incident Manager
- Gehalt
- ab 53.000 € Brutto/Jahr
- Ort
- Gemeinde Klosterneuburg
- Arbeitsmodell
- Hybrid, Onsite
- Diversität
- Für alle Personen geeignet (m/w/d)
