Incident Management Coordinator

About the role

The Incident Management Coordinator (IMC) will run the Central Incident Board for a new Level 2 IT Operations service supporting connected‑vehicle digital products across four Volkswagen brands. The role is the single intake point for all Level 2 incidents, ensuring accurate classification, routing and end‑to‑end ticket lifecycle management.

Key responsibilities

• Operate the Central Incident Board during the service window (05:00–23:00 CET), receive, log and acknowledge every incident reaching Level 2.
• Tri­age and classify incidents by severity, priority, system and brand, then route to the appropriate Level 2 engineer or escalate to Level 3.
• Own ticket lifecycle in JIRA and ServiceNow, keeping both taxonomies reconciled for consistent reporting.
• Drive major incidents: convene bridges, maintain timeline logs, manage stakeholder communication and produce post‑incident reports.
• Monitor SLA clocks continuously and proactively escalate to avoid breaches.
• Produce daily operational reports and supply data for weekly service reviews and governance boards.
• Maintain the incident catalogue and knowledge base, feeding recurring issues into problem management.
• Support the Service Manager with reporting, continuous improvement and transition activities.
• Cover the Level 2 technical seat during rotation after cross‑training.

Required profile

• Degree in computer science, telecommunications, electronic engineering or equivalent professional experience.
• 3–5 years in Level 2 support, application or platform operations within an SLA‑driven environment.
• Experience working in an international, distributed team.
• Fluent English (C1); Spanish for office communication; German is a plus.

Required skills

• Incident management and ITSM coordination (3–5 years).
• Hands‑on administration of JIRA, Confluence and preferably ServiceNow.
• ITIL v3 or v4 Foundation certification.
• Advanced Excel; experience with AWS QuickSight or Power BI is an asset.
• Understanding of cloud‑hosted applications, APIs and AWS services.
• Queue management, workload balancing and clear technical documentation.

What we offer

• 100 % remote work model in Spain.
• Home office equipment and flexible work schedule.
• International remote work policy and career development trainings.
• Monthly extra allowances, VW Group and partner brand discounts.
• Employee support program.