Senior Incident Manager (f/m/d) - Software Development IT

Become a part of group.one - The One Group to win online! Since its establishment in 1919 Herold has been in constant development and is today part of group.one, which is one of the leading group of companies in Europe in the administration and sale of domains, webhosting, and digital marketing services. We have an international environment with a high level of flexibility and growing ambitions. Within group.one, Herold is the specialist for online media and marketing services. It is our goal to strengthen the online presence of local SMEs. With a well thought-out product portfolio, we are the first point of contact when it comes to online marketing for small and medium-sized companies in Austria. We create websites, do online advertising and much more.

About the position:

We are seeking a highly skilled Senior IT Incident Manager to take ownership of our incident response processes, ensuring swift resolution and minimal impact on business operations.

Your Responsibilites:

• Incident Management:
• • Act as the primary point of contact for incidents, ensuring they are tracked, prioritized, escalated, and resolved in a timely manner; lead cross-functional incident response efforts, keep an overview of the situation and progress.
  • Host and facilitate incident response meetings, defining clear action plans and responsibilities; conduct post-incident reviews and implement preventive measures to mitigate future occurrences.
  • Provide clear, accurate, and timely overview and updates on status and progress to internal teams, management, and stakeholders during incidents.

• Incident Tracking & Reporting:
• • Manage and maintain an organized backlog of incidents to support multiple development teams; ensure that incident management processes comply with company standards, security policies, and any relevant regulatory frameworks.
  • Create and deliver regular incident reports, highlighting trends, recurring issues, and areas for improvement.
  • Collaboration & Stakeholder Management: build and maintain relationships with internal technical teams (DevOps, Development, IT Support, etc.), and other stakeholders to ensure effective incident resolution.

Your Profile:

• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• English: Professional working proficiency or higher.
• Experience handling incident response in a software development or IT operations environment, ensuring timely resolution and minimal business impact.
• Strong technical background in software development or IT operations, with hands-on experience in debugging, monitoring, and troubleshooting.
• Strong ability to assess complex incidents, prioritize based on business impact, and make data-driven decisions
• Excellent written and verbal communication skills to articulate technical issues clearly and coordinate resolution efforts across teams for both technical and non-technical audiences.
• Knowledge of ITIL methodologies and best practices in incident resolution, Hands-on experience with tools like ServiceNow, Jira, Confluence or PagerDuty for tracking and resolving incidents.
• Desirable skills: Familiarity with Agile and Scrum methodologies

Our Offer:

• An extremely varied, responsible job in an innovative company with future prospects and an international background.
• A team-oriented and friendly working atmosphere.
• Flexible time management and a high degree of personal responsibility.
• Home office option.
• Cooperation with specialists within group.one.
• Modern office building at Vienna main station with extensive transport links and parking facilities.
• Benefits (e.g. supported company restaurant, massage).

Salary:

The minimum annual gross salary for this position is € 50.000,- (incl. an overtime allowance of 20 hours) for 38.5 hours/week. Actual compensation can be above this, depending on qualifications and professional experience.

We dont care whether you are female, male or diverse, where you come from, how old you are, what color your skin is or what you believe in. For us, the focus is on mutual respect, personal appreciation as well as fun and motivation at work. Develop yourself - your personality - because we focus on you as a person and team member.

We want to continue to grow with you. Thats why we look forward to getting to know you.