Cyber Incident Coordinator

• Manage incoming and ongoing incident cases
• Serve as the central point of contact for customers, service providers, and partners
• Conduct initial discussions with affected customers together with Incident Responders and/or forensic specialists
• Coordinate technical and organizational requirements
• Staff the cyber emergency hotline during core working hours, from 9:00 a.m. to 6:00 p.m.
• Support customers during IT and security incidents
• Provide customers and partners with regular updates throughout the incident process
• Carefully document and pre-qualify incoming incidents
• Ensure that all internal and external stakeholders are kept informed
• Comply with standards and partner requirements, including deadlines and documentation obligations
• Ensure a high level of customer satisfaction
• Contribute suggestions for improvement

• Excellent customer service, including in challenging situations
• Clear, friendly, and solution-oriented communication, both in writing and by phone
• Ability to remain calm under pressure and a strong sense of prioritization
• Familiarity with common project management tools, including capacity planning, categorization, and follow-up activities
• Fluent German and English, both written and spoken, with business-level proficiency
• Eagerness to learn and ability to quickly become familiar with new tools and processes
• Experience in incident, customer, or escalation management
• Familiarity with Jira, Microsoft Office, and VoIP telephony
• Initial technical experience with IT forensics or Incident Response is desirable
• Willingness and ability to support basic activities over time, such as data backups or simple email analysis

• Transparent company culture with openness, opportunities for feedback, and flat hierarchies
• Diverse and committed team with a strong sense of collaboration
• Flexible working models: work in the heart of Berlin or remotely
• Professional and personal development opportunities
• Edenred card
• Mobility budget for the Berlin location
• Team events