Incident Management Coordinator

• 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.

• 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.

• 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