Incident Management Coordinator

Stelle nicht auf LinkedIn

🕒 vor 4 Tagen

🇪🇸 Spanien – Remote

💵 €34.000 - €43.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👻 Geisterscore 1%

Was es bedeutet: wie wahrscheinlich diese Stelle offen bleibt, ohne dass aktiv eingestellt wird.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Wie wir werten: Dauer offen, Neuveröffentlichungen, offene Stellen vs Teamgröße, wie schnell Stellen geschlossen werden, und ob ein Gehalt angegeben ist.Hinweis: eine Schätzung aus öffentlichen Daten, kein Urteil über das Unternehmen. Echte Stellen können hoch punkten, nutze es also als Hinweis, nicht als Fakt.

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Lebenslauf hochladen

Volkswagen Group

WebsiteLinkedInAlle Stellen

10.000+ Mitarbeiter

🚗 Transport

🚘 Automobilindustrie

🏭 Fertigung

Transport • Automotive • Manufacturing

Der Volkswagen Konzern ist ein weltweit anerkannter Automobilhersteller, der über verschiedene Marken eine breite Palette von Fahrzeugen und Dienstleistungen anbietet. Das Unternehmen setzt auf Innovation in der Elektromobilität, in Forschung und Entwicklung sowie in den Produktionsprozessen. Mit weltweit verfügbaren Positionen in zahlreichen Bereichen der Automobilindustrie konzentriert sich der Volkswagen Konzern darauf, herausragende Karrieremöglichkeiten in einem dynamischen Arbeitsumfeld zu bieten.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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