Cyber Incident Coordinator
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Job Description
Cyber Incident Coordinator coordinating customer incident cases and emergency hotline support for Perseus, a Berlin cybersecurity provider. Managing stakeholders, documentation, and service quality during cyber crises.
Responsibilities:
- 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
Requirements:
- 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
Benefits:
- 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
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