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, technical documentation, and effective communication across international teams.

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 ClassificationPrioritization FrameworksCloud-Hosted ApplicationsAPIsQueue ManagementWorkload BalancingTechnical Documentation

Soft Skills

Stakeholder CommunicationTeam Collaboration

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 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

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
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

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