Incident Management Coordinator

Volkswagen Group

. Operate the Central Incident Board across the full service window, receiving, logging and acknowledging every Level 2 incident.

Posted 10/9/2026full-timeRemote • SpainMid-LevelSenior💰 €34,000 - €43,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and service desk coordination, with a strong command of ITSM tools like JIRA and ServiceNow. Proficient in SLA management and capable of producing clear technical documentation and operational reports.

Highest-signal resume keywords

Incident ManagementITSM Tool AdministrationSLA ManagementITIL v3 or v4 Foundation CertificationAdvanced Excel

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ClassificationProblem ManagementChange ProcessesCloud-Hosted ApplicationsAPIs UnderstandingQueue ManagementWorkload BalancingTechnical Documentation

Soft Skills

Stakeholder CommunicationTeam CollaborationCross-Training Willingness

Tools & Technologies

JIRAServiceNowConfluenceAWS QuickSightPower BI

Certifications & Qualifications

ITIL v3 FoundationITIL v4 Foundation

Industry Keywords

SLA-Driven Service EnvironmentAutomotiveConnected VehicleIoTTelematics

Tech Stack

Tools & technologies

AWSCloudIoTITSMServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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