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!
responsibilities :
coordinate end-to-end Problem Management process execution by collaborating with technical teams and facilitating Problem tickets resolution
perform Root Cause Analysis together with the support teams and summarize the conclusions in non-technical language
handle Problem tickets in ServiceNOW by gathering inputs from support teams, making sure all the fields are filled out correctly according to global quality standards and by overseeing Problem ticket lifecycle
work with stakeholders from various parts of the organization - discuss Problem investigations progress, approvals needed to proceed and risks related to unmitigated root causes.
perform proactive analysis of incident tickets with the goal to capture pain points and potential risks to the services stability
use Problem Management methods to ensure smooth and efficient investigations (5 WHYs, Ishikawa fishbone, Kepner-Tregoe)
actively search for new, more efficient ways to drive the problems investigation forward including new technologies, methodologies and continuous process improvement
requirements-expected :
Bachelor/Masters degree or equivalent work experience
2- 3 years of experience working with established IT Service Management practices in a corporate environment
a practical knowledge of and experience in Problem Management, with certification of ITIL V3 or V4 on at least Foundation Level
working knowledge and experience in ServiceNOW ticketing tool
experience in coordinating High Priority Incidents
knowledge about Agile ways of working for IT products
passion about Problem Management and its implementation in modern environment
good communication skills
problem-solving mindset
offered :
Hybrid ways of working
Private medical healthcare
Attractive performance bonus
Sodexo pre-paid card
Life insurance
Employee referral program
Wide range of trainings
Local and global job opportunities within HEINEKEN
Parking space
Open bar once a week
We are ACCA Approved Employer
benefits :
sharing the costs of sports activities
private medical care
life insurance
remote work opportunities
integration events
corporate sports team
parking space for employees
extra social benefits
pre-paid cards
christmas gifts
employee referral program
charity initiatives
flexible work from home scheme after pandemic/lockdown
