Incident Management Coordinator

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

📋 Description

• Manage the Central Incident Board throughout the complete service window, ensuring all Level 2 incidents are received, logged, and acknowledged.

• Assess and categorize incidents based on severity, priority, affected systems, and impacted brands.

• Direct incidents to the suitable Level 2 engineer or escalate them to Level 3 as necessary.

• Oversee the ticket lifecycle in JIRA and ServiceNow, ensuring alignment between the two taxonomies.

• Lead major incidents by coordinating the bridge, maintaining the timeline log, managing communication with stakeholders, and creating post-incident reports.

• Monitor SLA timelines and escalate issues before breaches happen.

• Generate daily operational reports and supply data for weekly service evaluations and the Joint Governance Board.

• Serve as the designated counterpart for requesters across four brands and multiple time zones.

• Keep the incident catalogue and knowledge base updated.

• Contribute recurring incidents to problem management and the shift-left backlog.

• Assist the Service Manager with service reporting, continuous improvement, and transition initiatives.

• Fill the Level 2 technical role during rotation after completing cross-training.

⛳️ Requirements

• Bachelor’s degree in computer science, telecommunications, electronic engineering, or a related discipline — or equivalent professional experience, which we consider equally valuable.

• 3–5 years of experience in Level 2 support, application operations, or platform operations.

• Background in an SLA-driven service environment.

• Experience working within an international, distributed team.

• 3–5 years of involvement in incident management, service desk coordination, or ITSM operations.

• Practical experience in administering ITSM tools — JIRA and Confluence are essential; ServiceNow is highly preferred.

• ITIL v3 or v4 Foundation certification, with a solid understanding of incident, problem, and change management processes.

• Proven ability to utilize incident classification and prioritization frameworks, alongside SLA and OLA management.

• Advanced proficiency in Excel is required; experience with AWS QuickSight or Power BI is beneficial.

• Familiarity with cloud-hosted applications, interfaces, and APIs.

• Skills in queue management and balancing workloads across a small technical team.

• Ability to produce clear technical documentation, including runbooks, work instructions, and post-incident reports.

• Proficiency in English at C1 level, as it is the working language of the service.

• Experience in automotive, connected vehicle, IoT, or telematics sectors is a plus.

• Previous experience within the Volkswagen Group or with a Group supplier is advantageous.

• Experience in establishing an incident management process from the ground up is a plus.

• Proficiency in German, at any working level, is a plus.

• Familiarity with AWS services and cloud monitoring tools is a plus.

• Experience managing a service across various time zones is advantageous.

🏝️ Benefits

• 100% Remote Work Model in Spain.

• Support for Home Office Equipment.

• Flexible Work Schedule.

• International Remote Work Policy.

• Career Development Training Opportunities.

• Monthly Additional Allowances.

• Discounts with VW Group and Partner Brands.

• Employee Support Program.