Incident Management Coordinator

Emploi pas sur LinkedIn

🕒 il y a 26 jours

🇪🇸 Espagne – Télétravail

💵 €34 000 - €43 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👻 Score fantôme 7%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Volkswagen Group

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10 000+ employés

🚗 Transport

🚘 Automobile

🏭 Fabrication

Transport • Automotive • Manufacturing

Le Groupe Volkswagen est un constructeur automobile mondialement reconnu qui propose une large gamme de véhicules et de services à travers différentes marques. L'entreprise s'investit dans l'innovation en matière de mobilité électrique, de recherche et développement et de procédés de production. Avec des postes disponibles dans le monde entier à travers de nombreux secteurs de l'industrie automobile, le Groupe Volkswagen se concentre sur l'offre d'opportunités de carrière exceptionnelles dans un environnement de travail dynamique.

Description

• Operate the Central Incident Board across the full service window, receiving, logging and acknowledging every incident reaching Level 2 • Triage and classify incidents by severity, priority, affected system and impacted brand • Route incidents to the appropriate Level 2 engineer or escalate to Level 3 • Own the ticket lifecycle end to end in JIRA and ServiceNow • Reconcile JIRA and ServiceNow taxonomies so reporting from either tool agrees • Drive major incidents by convening the bridge, maintaining the timeline log, managing stakeholder communication and producing post-incident reports • Monitor SLA clocks and escalate before breaches occur • Produce daily operational reports and provide data for weekly service reviews and the Joint Governance Board • Act as the named counterpart 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 on service reporting, continuous improvement and transition activities • Cover the Level 2 technical seat during rotation after cross-training

🎯 Exigences

• Degree in computer science, telecommunications, electronic engineering or a related field — or equivalent professional experience, which we weigh equally • 3–5 years 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 in incident management, service desk coordination or ITSM operations • Hands-on administration of ITSM tooling; JIRA and Confluence are mandatory; ServiceNow strongly preferred • ITIL v3 or v4 Foundation certification, with practical command of incident, problem and change processes • Demonstrated use of incident classification and prioritisation frameworks, and of SLA and OLA management • Advanced Excel is mandatory; AWS QuickSight or Power BI is an asset • Understanding of cloud-hosted applications, interfaces and APIs • Queue management and workload balancing across a small technical team • Clear technical documentation: runbooks, work instructions and post-incident reports • English C1, as the working language of the service • Experience in automotive, connected vehicle, IoT or telematics environments is a plus • Experience standing up an incident management process from scratch is a plus • German, at any working level, is an asset • Exposure to AWS services and cloud monitoring tooling is a plus • Experience coordinating a service across multiple time zones is a plus

🏖️ Avantages

• 100% Remote Work Model in Spain • Home Office Equipment Support • Flex Work Schedule • International Remote Work Policy • Career Development Trainings • Monthly Extra Allowances • VW Group and Partnership Brands Discounts • Employee Support Program • Attraktive Qualifizierungen • Zahlreiche Benefits • Betriebliche Gesundheitsmaßnahmen

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