Incident Management Coordinator

• 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 end to end in JIRA and ServiceNow and reconcile both taxonomies.
• Drive major incidents by convening bridges, maintaining timeline logs, 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 with service reporting, continuous improvement and transition activities.
• Cover the Level 2 technical seat during rotation after cross-training.

• 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 sufficient to classify incidents correctly.
• 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.
• Previous experience inside the Volkswagen Group or with a Group supplier is a plus.
• Experience standing up an incident management process from scratch is a plus.
• German 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.
• Willingness to be cross-trained on the Level 2 technical seat and rotate.

• 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