[Hiring] Incident Management Coordinator @Volkswagen AG

Role Description

We are looking for an Incident Management Coordinator (IMC) to run the Central Incident Board of a new Level 2 IT Operations service for connected-vehicle digital products.

• Operate the Central Incident Board across the full service window: receive, log and acknowledge every incident reaching Level 2.
• Triage and classify each incident — severity, priority, affected system, impacted brand — and route it to the right Level 2 engineer or escalate to Level 3.
• Own the ticket lifecycle end to end in JIRA and ServiceNow, and keep the two taxonomies reconciled so that reporting from either tool agrees.
• Drive major incidents: convene the bridge, keep the timeline log, manage stakeholder communication, and produce the post-incident report.
• Monitor SLA clocks continuously and escalate before a breach occurs, not after it.
• Produce the daily operational report, and supply the data that feeds the weekly service review and the Joint Governance Board.
• Act as the named counterpart for requesters across the four brands and four time zones.
• Maintain the incident catalogue and the 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, once cross-trained.

Qualifications

• Degree in computer science, telecommunications, electronic engineering or a related field — or equivalent professional experience.
• 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.

Requirements

• 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.
• Service reporting and KPI dashboards: advanced Excel is mandatory; AWS QuickSight or Power BI is an asset.
• Enough understanding of cloud-hosted applications, interfaces and APIs to classify an incident correctly without escalating blind.
• 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.

Benefits

• 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