Remote Level 2 Incident Coordinator - IT Ops

Volkswagen Group

Valencia

Remote

EUR 45,000 - 65,000

Full time

7 days ago

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Benefits offered by this job

Home Office Equipment Support

Flex Work Schedule

International Remote Work Policy

Monthly Extra Allowances

VW Group and Partnership Brands Dis…

Job summary

Volkswagen Group Services Iberia invites an experienced Incident Management Coordinator to lead the Central Incident Board for our new Level 2 IT Operations service supporting TRATON R&D connected-vehicle products. You will own incident intake, classification, routing, and end-to-end ticket lifecycle in JIRA and ServiceNow, ensuring accurate reporting across brands and time zones.

The role emphasizes coordination over development, requiring strong ITIL, incident management, and cloud awareness

Qualifications

Degree in computer science, telecommunications, electronic engineering or related field or equivalent professional experience.
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.

Responsibilities

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 elevate 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 elevate 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.