Global IT Incident Coordinator - Flexible Hours & Perks

Axpo Group; Madrid; Hybrid; EUR 42,000 - 65,000; Full time

Benefits offered by this job

Flexible working hours

Meal allowances

Home internet reimbursement

Training courses

Gym 90% coverage

Health insurance

Office in Madrid (Torre Europa)

Job summary

Axpo Group in Madrid is seeking an IT Incident Coordinator to join our Global IT Support team. You will coordinate the incident lifecycle across Global IT, ensuring incidents are triaged, prioritized, and assigned, while monitoring L1 and L2 queues for bottlenecks and SLA risks.

You will communicate clearly with stakeholders during P1/P2 incidents and support major incident management. The role requires experience in IT support or service operations, familiarity with ITSM tools such as Jira

Qualifications

• Experience in IT Support, Service Desk, or IT service operations.
• Knowledge of Incident Management and interfaces with Major Incident, Problem, Knowledge, and Request Management.
• Experience with Jira Service Management or similar ITSM platforms with queues and dashboards.
• Structured, analytical communicator capable of decision-making with incomplete information.

Responsibilities

• Coordinate the incident lifecycle across Global IT, triage and assign incidents.
• Monitor L1/L2 queues to identify bottlenecks and SLA risks.
• Validate priorities based on business impact, support major incidents.
• Coordinate resources across support tiers and remove escalation blockers.
• Serve as primary contact for business escalations with clear stakeholder updates.
• Drive continuous improvement through trend analysis and quality reviews.

Skills

Incident coordination

IT service ops

ITSM

English fluency

German a +

Clear communicator

Tools

Jira Service Management

Job description

Axpo Group in Madrid is seeking an IT Incident Coordinator to join our Global IT Support team. You will coordinate the incident lifecycle across Global IT, ensuring incidents are triaged, prioritized, and assigned, while monitoring L1 and L2 queues for bottlenecks and SLA risks.

You will communicate clearly with stakeholders during P1/P2 incidents and support major incident management. The role requires experience in IT support or service operations, familiarity with ITSM tools such as Jira