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# Incident Manager

- **Company:** Greentube GmbH
- **Location:** Wien, Austria
- **Experience:** Expert
- **Salary:** €70,000.0
- **Contract:** Permanent contract
- **Skills:** Configuration Management Databases, Software Troubleshooting, Servicenow
- **Published:** August 28, 2026
- **Apply:** https://itjobsaustria.at/u/jobs/submit-application/12959/Senior-Incident-Manager-f-m-d?contact_mail=careers%40greentube.com&job_title=Senior+Incident+Manager+(f%2Fm%2Fd)

## About the Role

* 5+ years of experience managing major incidents within complex IT environments Hands-on experience with ServiceNow, including Incident, Problem, and Availability/CMDB modules
 * Strong understanding of incident, problem, availability, and business continuity management
 * Strong troubleshooting and investigative skills with a structured approach to root-cause analysis
 * Excellent collaboration skills with the ability to coordinate across technical and business teams under pressure
 * Clear and professional communication skills, including confidence presenting to senior management
 * Ability to remain calm and make decisions in high-pressure, time-critical situations
 * Experience supporting knowledge sharing through documentation, post-incident reviews, or mentoring is an advantage

## Description

The Senior Incident Manager plays a key role in ensuring the timely resolution of major incidents while supporting the availability and resilience of business services. By driving problem management, business continuity activities, and strategic reporting, this role helps minimise business impact and improve service reliability. Working closely with technical teams and senior leadership, it acts as a critical link between technical operations and business stakeholders.

Your tasks

 * Lead and coordinate the response to major incidents, ensuring rapid service restoration and minimal business impact
 * Act as incident commander during critical outages, coordinating cross-functional technical teams and providing timely stakeholder communication throughout the incident lifecycle
 * Drive problem management activities by identifying root causes, maintaining the problem backlog, and supporting the implementation of permanent fixes
 * Produce and present business availability reports, translating service metrics and incident data into meaningful insights for senior management
 * Conduct Business Impact Analyses (BIA) and develop, maintain, and test Business Continuity Plans (BCP) and Disaster Recovery Plans (DRP)
 * Coordinate crisis management activities and support post-crisis reviews to strengthen organisational resilience
 * Drive continuous improvement by refining incident and problem management processes, playbooks, escalation paths, and response procedures
 * Promote knowledge sharing by documenting lessons learned, facilitating post-incident reviews, and mentoring less experienced team members


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