Incident Management Coordinator

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

📋 Description

• Manage the Central Incident Board throughout the entire service window, ensuring that every Level 2 incident is 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 to Level 3 as necessary.

• Oversee the entire ticket lifecycle in JIRA and ServiceNow, ensuring alignment of both taxonomies.

• Lead major incidents by organizing bridge calls, keeping timeline logs, coordinating stakeholder communications, and generating post-incident reports.

• Monitor SLA timelines and escalate issues prior to any breaches.

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

• Serve as the designated point of contact for requesters across four brands and four different time zones.

• Maintain the incident catalog and knowledge base; integrate recurring incidents into problem management and the shift-left backlog.

• Assist the Service Manager with service reporting, ongoing improvements, and transition initiatives.

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

⛳️ Requirements

• A degree in computer science, telecommunications, electronic engineering, or a related discipline — or equivalent professional experience, which is equally valued.

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

• Familiarity with an SLA-driven service environment.

• Experience working within an international, distributed team.

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

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

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

• Proven experience in using incident classification and prioritization frameworks, as well as managing SLAs and OLAs.

• Advanced Excel proficiency is mandatory; experience with AWS QuickSight or Power BI is a plus.

• Knowledge of cloud-hosted applications, interfaces, and APIs sufficient for accurate incident classification.

• Ability to manage queues and balance workloads across a small technical team.

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

• Proficient in English at a C1 level, as this is the working language of the service.

• Experience in automotive, connected vehicle, IoT, or telematics environments is advantageous.

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

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

• Proficiency in German is an asset.

• Familiarity with AWS services and cloud monitoring tools is beneficial.

• Experience in coordinating services across multiple time zones is advantageous.

• Willingness to undergo cross-training for the Level 2 technical role and participate in rotations.

🏝️ Benefits

• 100% Remote Work Model in Spain

• Home Office Equipment Support

• Flexible Work Schedule

• International Remote Work Policy

• Career Development Training Opportunities

• Monthly Additional Allowances

• Discounts on VW Group and Partner Brands

• Employee Support Program