ITSM Major Incident Manager

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)
The D&T Integrated Service Management Team is seeking a dedicated professional to join our team and enhance our capabilities. We are looking for someone with a strong passion for IT Service Management processes, ITIL, its application in Agile environments, and IT technologies more broadly. Major Incident Manager will be responsible for executing the Major Incident Management process, coordinating critical incidents and supporting technical teams to accelerate resolution. Leveraging the process expertise, this role will ensure adherence to standards while collaborating with the team to identify and implement continuous improvements across HEINEKEN’s global organization.

Due to the specific nature of Major Incident Manager position, for this role we offer only a B2B contract, with possible work on weekends, but within standard business hours.

Your responsibilities would include:
· executing ITSM Major Incident Management Process
· overseeing the entire lifecycle of Major Incidents, from identification to resolution
· facilitating and leading bridge calls during Major Incidents 
· ensuring high-quality updates in ServiceNow and effective communication with stakeholders
· working with various stakeholders (technical, business, process) to ensure process adaption and adherence
· validating escalation paths, knowledge articles and procedures related to Major Incident Management
· delivering Post Incident Review (PIR) after Major Incident resolution
· collaborating with Problem Managers on RCA investigation
· using ServiceNow data, reports, and dashboards in daily operations with the goal to increase efficiency in incidents resolution
· identyfing process improvement ideas and brainstorm them with the team. Work closely with Process Owner on finetuning and implementing the ideas
· providing training and process guidance to wider organization in order to increase organization’s process maturity.


You are a good candidate if you have:
· Bachelor/Master’s degree or equivalent work experience
· minimum of 3 years of experience with established IT Service Management practices in a global corporate environment
· at least 2 years of experience working in a role of Major Incident Manager (or an equivalent)
· practical knowledge of ITIL processes, certification of ITIL V3 or ITIL 4 on at least Foundation Level
· working knowledge and experience in ServiceNOW ticketing tool
· experience in Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management or Event Management
· knowledge about Agile ways of working for IT products
· passion about IT Service Management processes
· good communication skills
· ability to work under pressure
· problem-solving mindset 

Nice to have:
· ITIL OSA certificate or equivalent
· Other ITIL modules certificates
· Agile foundation certificates (especially related to Scrum)
· Working experience in JIRA
· Service Desk experience or/and technical background
· Service NOW certification
· Experience in reporting and/or automation
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