Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!
HEINEKEN aspires to become the best-connected brewer. To get there, we are deploying the Digital Backbone (DBB) our global cross-functional business transformation programme that links up our processes, systems and digital platforms all around the world.
To drive operational excellence in the new digital ecosystem along with best user experience, we established Service Integration and Management (SIAM) function. In Integrated Service Management department, Incident Manager plays an important role in ensuring adherence to global Incident Management process across all D&T Product Teams but also building and maintaining relationship with key stakeholders beyond D&T.
Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)
Your responsibilities would include:
driving resolution of incidents with high business impact and complexity by escalating to relevant teams and vendors leading the troubleshooting and ensuring status updates are being communicated to stakeholders ensuring a transparent overview of the entire incident backlog is available and taking ownership of identifying, delivering, and communicating improvement initiatives continually seeking process & tools improvement initiatives and communicating them to relevant process owners participating in vendor performance management meetings identifying trending/recurring incidents and creating problem records for root cause identification and correction collaborating with other team members and delivering regular and ad-hoc Operational Excellence reporting conducting post-incident reviews and delivering input into the Problem Management process providing feedback to and working closely with the Service Desk function.
You are a good candidate if you have:
min. 5 years of experience in Incident Manager role for a global enterprise ITIL 4 knowledge at least on foundation level, preferably supported by certificate strong communication skills to communicate efficiently across different cultures/teams on all levels of organization ability to define the effective troubleshooting plan and executing on it despite high pressure and conflicting expectations from stakeholders excellent written and verbal English.
You are a perfect match if you also have:
experience with ServiceNow and Jira ITIL4 Specialist certification understanding the principles of agile ways of working experience structuring and delivery of HyperCare (high season, mass deployments).
At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.
What we offer: