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.

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.

As part of a newly established operations service, you will play a central role in coordinating the end-to-end management of incidents affecting critical digital products and services. You will act as the focal point during major incidents, driving effective communication, coordination, and resolution activities while ensuring a high-quality service experience for stakeholders. This is a unique opportunity to help shape a new service model and establish operational excellence within an international environment.

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.

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 

• Excellent communication and stakeholder management skills.
• Strong organisational and coordination abilities.
• Ability to remain calm and effective during high-pressure situations.
• Strong analytical and decision-making capabilities.
• Structured and disciplined approach to data handling.
• Proactive mindset with a focus on service quality and continuous improvement.
• Ability to work independently while fostering teamwork and collaboration.

Working Hours

The service operates between 05:00 and 23:00 CET, Monday to Friday.

The Incident Management Coordinator role follows a fixed central shift of 08:00 – 16:00 CET, providing operational coordination and stakeholder communication throughout the core service window.

This position is offered under a full remote working model within Spain.

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

For more information on our data processing activities and your rights as a data subject, please consult our privacy policy.

Ref: Level A