Technology Observability Technical Lead

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)

 
Service Integration & Management (SIAM) is a newly established global Digital & Technology department dedicated to optimising and harmonising D&T processes, with a particular emphasis on Testing, Service Management, and Observability. As a matrix organisation, SIAM operates with a clear mandate to enable and elevate service management across functions, regions, and operating companies - driving consistency and excellence in capability-building, including the empowerment of hub organisations.

Within this context, the Technology Observability Technical Lead plays a critical role in advancing the organisation's observability maturity. This individual is responsible for steering the technical implementation of observability solutions (New Relic), making informed technical decisions, and establishing best practices to ensure end-to-end monitoring, proactive incident management, and enhanced system visibility at a global scale.

Your responsibilities would include:

• leading technical implementation - overseeing the adoption of New Relic and ensuring end-to-end visualisation of all processes and transactions in various streams, such as commerce, supply chain, and supported functions. Guaranteeing system visibility and reliability, particularly for critical ERP systems and key commerce applications
• driving technical decision-making - defining the New Relic adoption approach appropriate for specific use cases, evaluating non-standard cases and making decisions on which should be implemented and which should not. Providing the Digital Operation Team with thoroughly evaluated input for non-standard scenarios, including clear definitions of what needs to be done and rationale for implementation, to support their responsibility for establishing standards and extending observability capabilities
• leading requirement discovery, prioritisation, and effort estimation - playing a key role in the discovery phase by working closely with stakeholders to capture business observability requirements, ensuring their effective translation into technical needs, prioritising them, and accurately estimating the required technical effort and resources for implementation
• creating the technical roadmap for observability adoption across Heineken - taking ownership of developing and maintaining a clear, phased roadmap for the adoption and scaling of New Relic solutions within Heineken. defining milestones, aligning cross-functional teams, and ensuring the roadmap supports the company’s broader observability and business objectives
• collaborating with cross-functional teams - facilitating communication and collaboration with engineering, DevOps, security, business stakeholders, and the Digital Operation Team - who are responsible for the platform’s licenses and standards - to ensure stakeholder needs are captured and addressed. Aligning observability practices with business objectives, compliance requirements, and operational priorities
• mentoring team members - providing ongoing guidance, training, and mentorship to technical staff on observability tools, methodologies, and industry trends. Fostering a culture of continuous improvement and knowledge sharing within technical teams
• monitoring system health and performance - continuously analysing system metrics, logs, and events to proactively identify and resolve performance or reliability issues. Using analytics to recommend improvements that enhance the stability, availability, and scalability of technology services
• increasing observability maturity across the organisation - designing and executing strategies to elevate the organisation’s overall observability maturity, progressing from basic monitoring to advanced analytics, automated response, and business-aligned insights. Championing the adoption of best practices and ongoing improvement to ensure Heineken achieves a high level of operational resilience and proactive issue management.

You are a good candidate if you have:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
• minimum of 5 years of experience in IT operations, system monitoring, or observability engineering roles
• proven track record of leading technical implementations and cross-functional projects
• hands-on experience with observability platforms such as New Relic, Splunk, Datadog, or similar tools
• experience translating business requirements into technical solutions and delivering complex IT projects
• strong understanding of IT infrastructure, application monitoring, and modern cloud/web architectures
• expertise in defining and deploying observability solutions across multiple domains (e.g., commerce, supply chain, ERP systems)
• excellent analytical and problem-solving abilities
• ability to collaborate with multiple stakeholders, communicate technical concepts clearly, and drive consensus
• skills in requirements discovery, prioritisation, and effort estimation
• proficiency in creating technical roadmaps and delivering user-focused solutions
• strong leadership, mentorship, and team facilitation skills
• excellent written and verbal English.
  

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