Incident Management Coordinator

Job not on LinkedIn

🕒 October 9

🇪🇸 Spain – Remote

💵 €34k - €43k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 7%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 32 days.
• Jobs at this company usually fill in 174 days.

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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 across the full service window, receiving, logging and acknowledging every Level 2 incident • 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 in JIRA and ServiceNow and reconcile the two taxonomies • Drive major incidents, including convening the bridge, maintaining the timeline log, managing stakeholder communication and producing post-incident reports • Monitor SLA clocks and escalate before breaches occur • Produce the daily operational report 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 with service reporting, continuous improvement and transition activities • Cover the Level 2 technical seat during rotation after cross-training

🎯 Requirements

• 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 nice-to-have • Previous experience inside the Volkswagen Group or with a Group supplier is a nice-to-have • Experience standing up an incident management process from scratch is a nice-to-have • German, at any working level, is a nice-to-have • Exposure to AWS services and cloud monitoring tooling is a nice-to-have • Experience coordinating a service across multiple time zones is a nice-to-have

🏖️ Benefits

• 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

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