Global Incident Manager Coordinator (Remote-Friendly)

Volkswagen Group Services Valencia

España

On-site

EUR 42,000 - 66,000

Full time

3 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Home Office Equipment Support

Flex Work Schedule

International Remote Work Policy

Monthly Extra Allowances

VW Group Discounts

Job summary

Volkswagen Group Services Iberia is building a new Level 2 IT Operations service for connected-vehicle products across multiple brands and time zones. We seek an Incident Management Coordinator to run the Central Incident Board and own incident lifecycle data.

The role requires ITIL knowledge, JIRA/ServiceNow proficiency, and strong communication in English. This is a hands-on coordination position based in Valencia with a hybrid/onsite setup and international exposure.

Qualifications

Degree in computer science, telecommunications, electronic engineering or related field, or equivalent experience.
3–5 years in Level 2 support or ITSM operations.
Experience in an SLA-driven service environment.
Experience in an international, distributed team.

Responsibilities

Operate the Central Incident Board across the full service window.
Triage and classify incidents and route to appropriate engineer.
Own the ticket lifecycle end to end in JIRA and ServiceNow, aligning taxonomies.
Drive major incidents: convene the bridge, log timelines, manage stakeholders, produce post-incident reports.
Monitor SLA clocks and escalate before breaches.
Produce daily operational reports and contribute to weekly governance reviews.
Act as the named counterpart for requesters across four brands and time zones.
Maintain the incident catalogue and knowledge base; feed recurring issues to problem management.
Support the Service Manager on reporting and continuous improvement.
Cover the Level 2 technical seat during rotation.