Senior Incident Commander (m/f/d)

Join us on our mission to make education accessible for all.

Join our Quality Operations team as a full-time member (40 hrs/week) in the role of Senior Incident Commander (m/f/d). This role is available at our IU office locations or remotely, provided you reside in Germany or the UK.

• Lead the coordinated response to major incidents across IU’s technology ecosystem, ensuring Engineering, ITOps, Ops, Core and Product Clusters act with speed, clarity and focus

• Serve as the go-to person and SME for all incident management at IU, acting as the central point of contact for incident escalation, coordination and resolution

• Own and manage the incident.io platform end-to-end – configuring workflows, on-call schedules, escalation policies, automated timelines, and status pages to ensure a seamless incident lifecycle

• Create concise, data-backed insights from incidents that inform leadership decisions and drive accountability

• Partner closely with QA and Process Improvement teams to ensure root causes translate into tangible, trackable improvements

• Convert post-mortems into actionable change plans that reduce recurring defects and enhance service resilience

• Promote a culture of calm under pressure, transparency, shared learning and a relentless focus on student centricity and service reliability

• 5+ years of experience in incident or operations leadership within a product-focused or SaaS environment.

• A strong technical foundation with the ability to engage confidently with engineers and operations specialists.

• In-depth understanding of incident management frameworks (ITIL, SRE) and how to apply them practically.

• Hands-on experience with Incident.io.

• Extensive experience designing and maintaining dashboards and operational reporting (DataDog, Jira, Power BI, or similar).

• Outstanding coordination and communication skills to unite cross-functional teams in time-critical situations.

• A strong sense of ownership to ensure incidents are not just managed but learned from and permanently resolved.

• A positive, approachable personality (someone who brings energy to the room, builds trust naturally, and makes even high-pressure situations feel manageable for everyone involved).

• Experience running blameless post-mortems and embedding a learning culture across engineering teams.

• Experience working in an EdTech or high-growth scale-up environment.

• Fluency in English; German is a plus.

• Be you at IU: We support and empower you to achieve your personal and professional goals. After all, your happiness significantly contributes to a positive and productive environment.

• Work wherever you want…: Digitalization is part of our DNA. Decide for yourself which place sparks the most productivity in you. You love remote work? No problem! Would you like to work abroad for a while? Our WorkFlex Benefit makes it possible.

• … and flexible in terms of time: It’s your job; We trust you and give you the greatest possible freedom to organize yourself.

• Take your knowledge to a new level: Where else, if not with us? Enjoy free access to all our e-learning platforms. In addition, we will finance you a complete technology course of your choice.

• Make your journey sustainable: Whether it’s a DeutschlandTicket subsidized down to 13,45 euros or a Jobrad (bike leasing) offer, enjoy the freedom of mobility for both work and personal activities, while also making an eco-friendly choice.

• 33 days to rest: Taking breaks is important! In addition to 30 flexible vacation days per year, we also give you an extra day off on your birthday, as well as days off on Christmas Eve and New Year’s Eve.

IU International University of Applied Science (IU) is Germany’s largest university of applied science – and we are not just an excellent choice for studying, but also an outstanding Great Place to Work®! As an Edutech company, we rely on state-of-the-art technology and data-driven approaches. That’s why AI-driven voice assistants and other GPT systems have long become part of our daily work routine, helping us to focus on exciting projects. Here at IU over 4,000 employees are dedicated to making a difference.

Become part of Data Science & AI team! We develop solutions to further increase our efficiency and productivity – through automation, a higher clock rate and better monitoring of our processes.

Sounds like the perfect job for you? Then apply now! Simple, fast and even without a cover letter.* If you have any further questions, please feel free to contact Kata at kata.jarosz@iu.org.

*Please note that, for data protection reasons, we are not allowed to process email applications.

Actions speak louder than words: We cherish our “Culture of Everyone” and would like to take this opportunity to empathize that we do not tolerate discrimination towards any race, gender, religion, age, sexual orientation or disability. We welcome you as you are and look forward to nurturing our diverse community at the IU!