Cyber Incident Coordinator

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee the management of incoming and ongoing incident cases.

• Act as the primary contact point for customers, service providers, and partners.

• Engage in initial conversations with affected customers alongside Incident Responders and/or forensic experts.

• Coordinate both technical and organizational requirements.

• Operate the cyber emergency hotline during core business hours, from 9:00 a.m. to 6:00 p.m.

• Assist customers during IT and security-related incidents.

• Provide regular updates to customers and partners throughout the incident management process.

• Diligently document and pre-qualify incoming incidents.

• Ensure all internal and external stakeholders are kept informed.

• Adhere to standards and partner requirements, including meeting deadlines and documentation obligations.

• Maintain a high level of customer satisfaction.

• Offer suggestions for process improvements.

⛳️ Requirements

• Exceptional customer service skills, even in challenging situations.

• Clear, friendly, and solution-focused communication abilities, both written and verbal.

• Capacity to remain composed under pressure and a strong sense of prioritization.

• Familiarity with common project management tools, including capacity planning, categorization, and follow-up activities.

• Proficient in both written and spoken German and English, with business-level fluency.

• Willingness to learn and quickly adapt to new tools and processes.

• Experience in incident management, customer service, or escalation management.

• Knowledge of Jira, Microsoft Office, and VoIP telephony.

• Basic technical experience in IT forensics or Incident Response is advantageous.

• Readiness and capability to support basic tasks over time, such as data backups or simple email analyses.

🏝️ Benefits

• Open company culture promoting transparency, feedback opportunities, and flat hierarchies.

• Diverse and dedicated team with a strong collaborative spirit.

• Flexible work arrangements: option to work in the center of Berlin or remotely.

• Opportunities for both professional and personal development.

• Edenred card.

• Mobility budget for the Berlin location.

• Team events.