Incident Management Coordinator

Job not on LinkedIn

🔥 1 hour ago

🇪🇸 Spain – Remote

💵 €34k - €43k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Volkswagen Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🚗 Transport

🚘 Automotive

🏭 Manufacturing

Transport • Automotive • Manufacturing

Volkswagen Group is a globally recognized automotive manufacturer that offers a wide range of vehicles and services through various brands. The company is dedicated to innovation in electric mobility, research and development, and production processes. With positions available around the world across numerous sectors within the automotive industry, Volkswagen Group focuses on providing exceptional career opportunities in a dynamic work environment.

📋 Description

• Operate the Central Incident Board throughout the full service window: receive, log, and acknowledge every incident reaching Level 2. • Triage and classify each incident by severity, priority, affected system, and impacted brand, then route it to the appropriate Level 2 engineer or escalate it to Level 3. • Own the ticket lifecycle end to end in JIRA and ServiceNow, and keep the two taxonomies aligned so reporting from either tool is consistent. • Lead major incidents: convene the bridge, maintain the timeline log, manage stakeholder communications, and produce the post-incident report. • Monitor SLA clocks continuously and escalate before a breach occurs. • Produce the daily operational report and provide data for the weekly service review and Joint Governance Board. • Act as the designated point of contact for requesters across four brands and four time zones. • Maintain the incident catalogue and knowledge base; feed recurring incidents into problem management and the shift-left backlog. • Support the Service Manager with service reporting, continuous improvement, and transition activities. • Cover the Level 2 technical role during rotation once cross-trained.

🎯 Requirements

• Degree in computer science, telecommunications, electronic engineering, or a related field—or equivalent professional experience, which is valued equally. • 3–5 years of experience in Level 2 support, application operations, or platform operations. • Experience in an SLA-driven service environment. • Experience working in an international, distributed team. • 3–5 years of experience in incident management, service desk coordination, or ITSM operations. • Hands-on administration of ITSM tools—JIRA and Confluence are mandatory; ServiceNow is strongly preferred. • ITIL v3 or v4 Foundation certification, with practical knowledge of incident, problem, and change management processes. • Demonstrated use of incident classification and prioritization frameworks, as well as SLA and OLA management. • Service reporting and KPI dashboards: advanced Excel is mandatory; AWS QuickSight or Power BI is an advantage. • Sufficient understanding of cloud-hosted applications, interfaces, and APIs to classify incidents correctly without escalating blindly. • Queue management and workload balancing across a small technical team. • Clear technical documentation skills, including runbooks, work instructions, and post-incident reports. • C1-level English, as the working language of the service. • Experience in automotive, connected vehicle, IoT, or telematics environments. • Previous experience within the Volkswagen Group or with a Group supplier. • Experience establishing an incident management process from scratch rather than inheriting one. • German at any working level, for the service’s German-speaking stakeholders. • Exposure to AWS services and cloud monitoring tools. • Experience coordinating a service across multiple time zones. • Calm under pressure. • Structured and disciplined. • Assertive without creating friction. • Clear written communication. • Strong sense of ownership. • Culturally fluent. • Comfortable working in a visible role. • Willingness to be cross-trained on 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 • Monthly additional allowances • Discounts on Volkswagen Group and partner brands • Employee support program