Incident Management Specialist CoC

We are looking for an Incident Management Specialist CoC to be part of our Nestlé Nespresso Digital and Tech Team.

Position Snapshot:

• Location: Bengaluru, Karnataka, India
• Type of Contract: Permanent
• Grade: Band 2
• Type of work: Hybrid
• Work Language: Fluent Business English

The Role:

In this position, the successful candidate will be responsible for managing and resolving incidents and requests, ensuring minimal disruption to business operations. This role requires strong analytical skills, attention to detail, and the ability to work under pressure. The Incident Management Specialist (Center of Competence - CoC) will play a crucial role in maintaining the stability and reliability of our IS/IT environment, while also driving continuous improvement initiatives to enhance our incident management processes.

This position will be involved on the resolution of standard incidents and requests, but also during Critical and Major Incidents. The Incident Management Specialist CoC must have a high level of knowledge for all the solutions in our Digital Tech landscape, as she/he will act as the go-to-person for markets and other analysts when additional support is needed. She/He will be liaising with the third level of support and the developers.

In This Role, You Will:

• Ensure IT systems availability: Monitor and respond to incidents in a timely manner.
• Minimize disruptions in IT systems landscape: Analyze and diagnose incidents to identify root causes.
• Ensure on-time resolution for any incident or request: Collaborate with other teams to resolve incidents and implement solutions.
• Maintain accurate documentation and knowledge articles: Document incidents, resolutions, and any necessary follow-up actions.
• Lead and organize necessary meetings, handovers, and knowledge transfer sessions: Provide regular updates to stakeholders on the status of incidents. Participate in incident review meetings and contribute to continuous improvement initiatives.
• Facilitate effective communication with stakeholders throughout the incident lifecycle: Maintain and update incident management tools and systems
• Continuous Improvement and Automation: To actively propose improvement actions to minimize manual intervention and increase the automation and auto-resolution of incidents and requests.

What We’re Looking For:

• 5+ years of relevant Incident/Request Management experience within a large-scale IT environment
• Solid understanding of IT infrastructure components, systems, and technologies
• Experience with IT Service Management (ITSM) tools such as ServiceNow, or JIRA
• Experience with IT Monitoring Tools such as Grafana, Nagios or similar
• Excellent analytical and problem-solving skills, with the ability to assess and mitigate risks associated with Incidents and Requests
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders
• Knowledge of DevOps practices

Extra Skills That Set You Apart:

• Experience and deep knowledge with Java, Hybris, PL SQL, Magento, and Shoppify
• ITIL4 Foundation certification
• Experience with the implementation and maintenance of GenAI Solutions, Chat Bots and Machine Learning

We Offer You:

We offer more than just a job. We put people first and inspire you to become the best version of yourself.

• Flexible work policies including core hours and options for working from home. Discuss with us during the recruitment process to understand what flexibility could look like for you!
• Genuine opportunities for career and personal development through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset. 
• Modern "smart office" locations providing agile workspaces. Our state-of-the-art campus is equipped with areas to co-create, network, and chill!
• International, dynamic & inclusive working environment with attractive additional benefits.
• The pride to work for a B Corp certified company and one of the world’s most trusted brands.

The Hiring Process:

• Your Application: Submit your application, and we'll review it carefully (make sure your CV is in English as the hiring team is international).
• Initial Screening: Relevant candidates will be contacted by our Talent Acquisition team for an initial interview. 
• Hiring Manager Interview: Selected candidates will then meet with the hiring manager to discuss the role and their experience in more detail. 
• Stakeholder Interview: Candidates will engage with potential team members to assess fit and collaboration. 
• Leadership & HRBP Interaction: Candidates will have a discussion with our leadership team & HRBP. 
• Feedback: After interviews, we provide feedback to all candidates. 
• Job Offer: Successful candidates will receive a formal offer. 
• First Working Day: Once the offer is accepted, we’ll welcome you on your first day!

About Nespresso: 

The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of espresso coffee.

Since 1986, Nespresso has redefined and revolutionized the way millions of people enjoy their coffee.

We are a Company committed with the Climate change and we aim to achieve carbon neutrality as soon as possible and net-zero GHG emissions by 2050 at the latest.

In 2019 we created the digital hub in Barcelona to offer the best customer experience and innovation to B2C and B2B channels.

We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability.

People are at the heart of our success – all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together

Step outside your comfort zone; share your ideas, way of thinking and working to make a difference to the world, every single day. You own a piece of the action – make it count.

Join Nestlé #beaforceforgood