Incident Management Coordinator

• 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

• 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

• 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