Incident Management Coordinator

Annual Gross Salary Range: Min. 34,000€ - Max. 43,000€ (depending on experience).

Who Are We?

Volkswagen Group Services is a Volkswagen Group company oriented towards working for Group companies worldwide.

We provide services in the areas of production, logistics, data engineering (IT), engineering, consulting, quality, business services, human resources, communication, and administrative and financial services. We are focused on our clients' activities and take responsibility for carrying them out on their behalf.

The Service

Volkswagen Group Services Iberia is building a new Level 2 IT Operations service for the digital products developed by TRATON R&D - vehicle connectivity, FOTA/OTA campaign management, telematics, remote diagnostics and fleet APIs - across the four brands of the group and four time zones. This is a service being created from scratch: the first team members will not inherit a running operation, they will define it. Runbooks, the incident catalogue and the ways of working are part of what this role produces.

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.

The IMC is the single intake point of the service. Every incident that reaches Level 2 arrives through this seat, is classified here, and is routed from here - either to a Level 2 engineer or on to Level 3 development. The role owns the quality of the service's operational data and is the named counterpart for requesters across all four brands.

It is a coordination role, not a development one, but it is a technical coordination role: an incident cannot be classified correctly by someone who does not understand what the systems do.

Working Model

• Coverage window. 05:00 - 23:00 CET, Monday to Friday. The service does not currently operate outside this window; an extension to shift or 24/7 coverage during 2027 is under discussion and would be agreed with the team in advance.
• Rotation. The Incident Management Coordinator and the Level 2 Engineers are cross-trained on each other's seat, so that absence is absorbed inside the team.
• Team. One Service Manager, one Incident Management Coordinator and two Level 2 Engineers during ramp-up, growing as further systems enter the service.
• Language. English is the working language of the service. Spanish is the working language of the office. German is an asset with several stakeholders.

What Will Your Responsibilities Be?

• 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.

What Requirements Are We Looking For?

Qualifications & General Experience

• 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.

Technical 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..

Nice To Have

• Experience in automotive, connected vehicle, IoT or telematics environments.
• Previous experience inside the Volkswagen Group or with a Group supplier.
• Experience standing up an incident management process from scratch, rather than inheriting one.
• German, at any working level, for the German-speaking stakeholders of the service.
• Exposure to AWS services and to cloud monitoring tooling.
• Experience coordinating a service across multiple time zones.

Soft Skills Requirements

• Calm under pressure. The role is judged on its worst days, not its average ones. During a major incident the IMC is the person keeping order while others are reacting.
• Structured and disciplined. The quality of the data on the board is this role's product. A badly classified ticket corrupts the reporting, the SLA position and, eventually, the contract.
• Assertive without friction. Able to chase an owner, escalate an ageing ticket and hold people to a commitment, across brands and hierarchies, without damaging the relationship.
• Clear in writing. Writes for two audiences at once: the engineer who needs precision and the stakeholder who needs to know what it means for them.
• Ownership. Follows an incident to closure rather than to handover. Nothing is 'someone else's ticket' once it has entered the board.
• Culturally fluent. Comfortable working across four brands and four time zones, adapting tone and channel to the counterpart.
• Comfortable being visible. This seat is the face of the service. Most of what the client experiences day to day comes through this role.
• Flexible on role. Willing to be cross-trained on the Level 2 technical seat and to rotate, which is how the team absorbs absence without losing coverage.

What We Can Offer

• 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

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