Incident Management Coordinator

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

📋 Description

• Oversee the Central Incident Board throughout the complete service window: receive, document, and acknowledge every incident that reaches Level 2.

• Assess and categorize each incident by severity, priority, affected system, and impacted brand, then direct it to the suitable Level 2 engineer or escalate it to Level 3 as necessary.

• Manage the ticket lifecycle from start to finish in JIRA and ServiceNow, ensuring that both taxonomies are synchronized for consistent reporting across both tools.

• Lead major incidents by coordinating the bridge, maintaining a timeline log, managing communications with stakeholders, and generating the post-incident report.

• Continuously monitor SLA clocks and escalate issues before a breach occurs.

• Create the daily operational report and provide data for the weekly service review and Joint Governance Board meetings.

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

• Keep the incident catalogue and knowledge base up to date; integrate recurring incidents into problem management and the shift-left backlog.

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

• Provide coverage for the Level 2 technical role during rotations once cross-trained.

⛳️ Requirements

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

• 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 structure.

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

• Hands-on experience with ITSM tools—JIRA and Confluence are essential; ServiceNow is highly preferred.

• ITIL v3 or v4 Foundation certification, along with practical knowledge of incident, problem, and change management processes.

• Proven ability to utilize incident classification and prioritization frameworks, as well as manage SLAs and OLAs effectively.

• Proficiency in service reporting and KPI dashboards: advanced Excel skills are mandatory; knowledge of AWS QuickSight or Power BI is a plus.

• Adequate understanding of cloud-hosted applications, interfaces, and APIs to accurately classify incidents without unnecessary escalations.

• Experience in queue management and workload balancing within a small technical team.

• Strong technical documentation abilities, including the creation of runbooks, work instructions, and post-incident reports.

• C1-level English proficiency, as it is the primary working language.

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

• Previous experience with the Volkswagen Group or a supplier associated with the Group.

• Experience in establishing an incident management process from the ground up rather than taking over an existing one.

• Proficiency in German at any working level to communicate with German-speaking stakeholders.

• Familiarity with AWS services and cloud monitoring tools.

• Experience coordinating services across multiple time zones.

• Ability to remain calm under pressure.

• Highly organized and disciplined.

• Assertive while maintaining a collaborative atmosphere.

• Strong written communication skills.

• A robust sense of ownership.

• Culturally aware and fluent.

• Comfortable in a visible role.

• Willingness to be cross-trained in the Level 2 technical role and participate in rotations.

🏝️ Benefits

• 100% remote work model in Spain

• Support for home office equipment

• Flexible work schedule

• International remote work policy

• Career development training

• Monthly additional allowances

• Discounts on Volkswagen Group and partner brands

• Employee support program