Incident Management Coordinator

We are looking for a Incident Management Coordinator to be part of our Nestlé Nespresso Digital and Tech Team.

Position Snapshot

Location: Nespresso Headquarters, Barcelona. Spain.

Type of Contract: Permanent.
Type of work: Hybrid.
Work Language: Fluent Business English.

The Role

In this role, you will manage the incident and request process for assigned applications, ensuring resolution aligns with Service Level Objectives (SLOs) and delivering excellent customer service. They will act as the single point of contact (SPOC) for escalations via email, chat, or Teams, handling major incidents affecting Nespresso IT systems.

This position requires strong knowledge of ITIL principles and communication skills to coordinate across teams. As Incident Management Coordinator, you will help maintain IT stability and drive improvements in incident and request management.

Also, tracking Support Team progress and key performance indicators (KPIs) through reports is essential in this role.

In This Role, You Will:

Ensure the Nespresso IT systems availability.

Minimize disruptions in Nespresso IT systems landscape.

Ensure on-time resolution for any incident or request. Identifying opportunities for process improvement within the Incident/request Management framework.

Implement corrective actions and enhancements to optimize efficiency and effectiveness.

Maintain accurate documentation ensuring the Knowledge Articles are created and maintained as expected and identifying automation opportunities that helps our end users to solve issues by themselves.

Lead, organise and propose the necessary meetings, handovers, and knowledge transfer to our support teams to avoid any delay or unnecessary escalations to other teams throughout the Incident/Request lifecycle.

Facilitate effective communication with stakeholders throughout the Incident/Request lifecycle, providing updates on the status, potential impacts, workarounds and resolution of issues or conflicts.

What We’re Looking For:

Bachelor's degree in computer sciences, Business or related fields, or equivalent experience.

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:

ITIL4 Foundation certification is a plus.

Why You’ll Love Working With Us

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

Comprehensive Benefits: Enjoy a competitive salary and an extensive social benefits package. We offer one of the best pension plans in the market, along with flexible remuneration options that include health insurance, a restaurant card, a mobility plan, and more.

Growth Opportunities: We believe that people are our most important asset. Benefit from personal and professional growth through ongoing training and numerous career opportunities.

Flexible Work Environment: Experience a hybrid working model with two days in the office and three days from home. Our state-of-the-art, dog-friendly campus includes a medical centre, canteen, and collaborative spaces for networking and relaxation.

Wellness and Community: Participate in recreational activities such as yoga and Zumba, and engage in a wide range of volunteering opportunities.

Interested? How to Apply:

We’d love to hear from you! Please submit your CV in English through this Job Post. As we have an international team and a hiring panel made up of people from across the world, submitting your CV in English will help us ensure a smooth and efficient review process.

Our Recruitment Process

Application Submission: Submit your application, and we'll review it carefully.

Interviews: Engage in three stages of interviews (Talent Acquisition, Hiring Manager and Stakeholders).

Feedback: Receive feedback on your application.

Job Offer: We extend a job offer to the selected finalist.

Onboarding: Welcome to your first day at Nespresso.

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