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!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

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 MtC Stream Integrated Service Management department, The Triage & Fix Lead is a people leader role involving significant work in leading, shaping mindset, and support to maximize skills to ensure the quality of service provided by the Triage & Fix team, ensuring the team has the maturity to drive proper coordination of Priority 2 incidents and lower, by engaging the correct support teams and dependencies for quick and accurate incident resolution. This role is also owner of the Commerce One Single Offering as first level of incident resolution that requires only configuration adjustments executed by T&F team.

 

Your responsibilities would include:

leading and manage the Triage & Fix team, ensuring effective triaging and resolution of commerce incidents for P2 and lower, establishing measurements and targets to improve process effectiveness and efficiency in agreement with HNK Drive continuous improvement initiatives to enhance the team's efficiency and effectiveness, leading and coordinate skill up training plan for T&F team to improve service and coordination quality, overseeing the triaging of incidents, ensuring accurate prioritization and documentation Accountable for RACI and activities to maintain and update T&F Standard Operating Procedures (SOPs), ensuring timely and effective resolution of incidents that require configuration as the first level of service Measure and report team performance, dentifying areas for improvement and implementing corrective actions as needed, building formal collaboration with Service Delivery managers and Commerce Product Teams to incorporate inputs for continuous improvement plan, Quarterly T&F effort split report per Commerce product.

 

You are a good candidate if you have:

Bachelors (and pref. Masters Degree), proven experience in leading and managing a technical support team, minimum of 5 years of experience in incident management, service delivery, or a related role, ITIL 4 knowledge at least on foundation level, preferably supported by certificate, 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.

 

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. 

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