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Incident Management Coordinator
Volkswagen Group. Operate the Central Incident Board across the full service window, receiving, logging and acknowledging every incident reaching Level 2 .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management and ITSM operations, with a strong command of JIRA and ServiceNow for ticket lifecycle management. Proficient in SLA monitoring, reporting, and maintaining clear technical documentation across distributed teams.
Highest-signal resume keywords
Incident ManagementJIRA AdministrationServiceNow ProficiencyITIL v3 or v4 CertificationAdvanced Excel
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ClassificationSLA ManagementProblem ManagementChange ProcessesTechnical Documentation
Soft Skills
Stakeholder CommunicationWorkload BalancingTeam Coordination
Tools & Technologies
JIRAServiceNowConfluenceAWS QuickSightPower BI
Certifications & Qualifications
ITIL v3 FoundationITIL v4 Foundation
Industry Keywords
SLA-Driven Service EnvironmentIncident Management ProcessAutomotiveConnected VehicleIoTTelematics
Tech Stack
Tools & technologiesAWSCloudIoTITSMServiceNow
About the role
Key responsibilities & impact- 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
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 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
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
- Attraktive Qualifizierungen
- Zahlreiche Benefits
- Betriebliche Gesundheitsmaßnahmen