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 5%

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 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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

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