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 every incident reaching Level 2 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 them to Level 3 when necessary.

• Oversee the complete ticket lifecycle in JIRA and ServiceNow.

• Align JIRA and ServiceNow taxonomies to ensure consistent reporting from both tools.

• Lead major incidents by coordinating the bridge, maintaining the timeline log, managing stakeholder communications, and generating post-incident reports.

• Monitor SLA clocks and escalate issues before breaches occur.

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

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

• Update and manage the incident catalogue and knowledge base.

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

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

• Fill the Level 2 technical position during rotations after completing cross-training.

⛳️ Requirements

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

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

• Experience in a service environment driven by SLAs.

• Proven experience working within an international, distributed team.

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

• Practical administration experience with ITSM tools; proficiency in JIRA and Confluence is required, while ServiceNow is highly preferred.

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

• Experience utilizing incident classification and prioritization frameworks, along with SLA and OLA management.

• Advanced skills in Excel are mandatory; familiarity with AWS QuickSight or Power BI is an asset.

• Knowledge of cloud-hosted applications, interfaces, and APIs.

• Proficiency in queue management and workload distribution across a small technical team.

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

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

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

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

• Proficiency in German at any working level is an asset.

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

• Experience in coordinating services across multiple time zones is a plus.

🏝️ 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.

• Attractive Qualifications.

• Numerous Additional Benefits.

• Company Health Initiatives.