Support Service Operations Specialist (f/m/d)

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

Join Axpo and help shape a Global IT Support organisation that keeps critical services running. We value diversity and welcome your unique perspective as we build a culture of clear ownership and continuous improvement.

What you will do:

• Coordinate the incident lifecycle across Global IT, ensuring incidents are correctly triaged, prioritised, and assigned

• Monitor L1 and L2 queues to identify bottlenecks, aging tickets, and SLA risks, coordinating corrective actions with support leads

• Validate incident priorities against business impact, ensure fast response to P1/P2 incidents, and support IMOD during major incidents

• Coordinate resources across support tiers and resolve escalation blockers, including ticket bouncing and unclear ownership

• Act as the primary contact for business escalations, providing clear and consistent updates to stakeholders

• Drive continuous improvement through trend analysis, quality reviews, and close collaboration with Incident Practitioners

What you bring & who you are:

• Experience in IT Support, Service Desk, or IT service operations, including incident coordination and escalation management

• Good understanding of Incident Management and its interfaces with Major Incident, Problem, Knowledge, and Request Management

• Experience with Jira Service Management or similar ITSM platforms – ideally including queues, dashboards, and reporting

• Structured, analytical, and clear communicator, comfortable making decisions with incomplete information

• Fluent in English; German is a plus

• Even if you don't meet all the requirements, we look forward to your application

About the team:

You will join Axpo's Global IT Support organisation, working closely with L1 and L2 Incident Practitioners, support leads, and business stakeholders across a diverse, collaborative team that values clear accountability and shared success.

Benefits:

At our company, we strive to create a culture of continuous learning, personal growth, and inter- national community involvement. We're passionate about providing our employees with the tools and resources they need to succeed, and we're confident that you'll love being part of our team!

• Working Hours
  We offer flexible working hours to accommodate your work schedule. We can work part of our time remotely and the rest at our offices in Madrid, Torre Europa.

• Meal allowances

  You can enjoy delicious meals on us, no matter if you are working remotely or on-site.
  *Option to use it for public transportation or childcare instead.

• Internet Compensation
  We cover the cost of your home internet connection, as we understand how essential connectivity is in the modern workplace.

• Training courses
  Our company is committed to helping our employees grow and develop their skills, which is why we offer a variety of industry- specific training courses and a learning channel.
  

• Gym Coverage
  Stay active and healthy with our 90% coverage benefit, which provides access to the nearby gym: Forus Selection to keep you energized throughout the day
  

• Health Insurance
  We take the health and well-being of our employees seriously, which is why we offer a comprehensive health insurance plan and the option to extend it to your spouse and children.

At Axpo Group, we are dedicated to fostering a culture of non-discrimination, tolerance, and inclusion. As an equal opportunity employer, we welcome applications regardless of race and ethnicity, gender identity and expression, sexual orientation, age, disability, as well as socioeconomic, cultural, and religious background. We are committed to ensuring a respectful and inclusive recruiting process and workplace for everyone.