Incident Management Coordinator

Volkswagen Group

. Operate the Central Incident Board throughout the full service window: receive, log, and acknowledge every incident reaching Level 2.

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 focus on SLA and OLA management. Proficient in using ITSM tools like JIRA and ServiceNow, alongside advanced reporting capabilities using Excel and cloud monitoring tools.

Highest-signal resume keywords

Incident ManagementITIL v3 or v4 Foundation CertificationJIRA and ServiceNow AdministrationSLA and OLA ManagementAdvanced Excel Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ClassificationService Desk CoordinationCloud-Hosted ApplicationsKPI DashboardsTechnical Documentation

Soft Skills

Clear Written CommunicationCalm Under PressureStrong Sense of OwnershipCulturally FluentAssertive Without Creating Friction

Tools & Technologies

JIRAServiceNowConfluenceAWS QuickSightPower BI

Certifications & Qualifications

ITIL v3 or v4 Foundation Certification

Industry Keywords

Incident Management ProcessSLA-Driven Service EnvironmentAutomotiveConnected VehicleIoT

Tech Stack

Tools & technologies

AWSCloudIoTITSMServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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