This role is part of the Digital & Technology (D&T) department of HEINEKEN International, and it is placed in Heineken Global Shared Service, Krakow, Poland. D&T is proud to bring cutting-edge innovation, strong technology, and advanced analytics to HEINEKEN. With speed and agility, we ensure HEINEKEN has the technological competitive advantages it needs to deliver on its ambition of being the Best Connected Brewer.

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

Within Global Technology Supply Chain in D&T, we are looking for an enthusiastic and experienced technology specialist to guide our Smart Supply Chain Services Team.

This important team within our Supply Chain Domain provides services to our shopfloor operators and technicians to make their life easier in an increasingly complex world and unlock opportunities through insights that we never had before.

We are already well on track to digitalize our breweries in processes and methodologies that affect the day-to-day life of our shop floor people, such as safety, manual work execution, problem-solving and continuous improvement (TPM).

HEINEKEN Supply Chain is determined to continue this digital journey and you are hired to guide the team extending the scope of digital services and most importantly to really unlock the value of technology by providing the workers with information to take well informed decisions that will make these services game-changing and smart.

You will work closely together with the Development Teams of our suppliers, Product Owners and Deployment Teams within the HEINEKEN Global and OpCo organizations.

This role is part of the CB Lighthouse Org. D&T is proud to bring cutting-edge innovation, strong technology and advanced analytics to HEINEKEN. With speed and agility we ensure HEINEKEN has the technological competitive advantages it needs to deliver on its ambition.

The Smart Brewery is an industrial facility with very high efficiency, very low maintenance time that can be monitored, diagnosed, and improved on site or remotely thanks to digital.

Your responsibilites would include:

collaborating with data platform and analytics teams to design, build and support internal business intelligence and analytics platforms aggregating data across internal and external technical sources and disseminating analytical insights globally within the company
collaborating with the PCD product team to align PCD and IT standards and ensuring their application for digital initiatives
working closely with the technology product teams to leverage the D&T services
enabling and supporting connectivity and infrastructure of connected breweries and digital initiatives
collaborating with different Corporate Supply Chain process owners to determine and meet their reporting and analytics needs
escalating complex or unresolved issues to L3 support by providing all necessary information including log files, incident descriptions, timing details, reproduction steps and impact assessments
serving as the first point of contact for all incoming support requests from users while efficiently triaging and resolving incidents at L1 and L2 levels
ensuring that all incidents are logged, categorized and prioritized accurately within the service management system
troubleshooting technical issues ranging from basic to moderately complex using standard procedures and diagnostic tools
diagnosing and resolving incidents related to hardware, software, network and connectivity issues within the brewery system
following established procedures for problem-solving and implementing approved solutions as provided by L3 support
collaborating with L3 support for high-priority (P1) issues and contributing to real-time troubleshooting and resolution efforts
maintaining and updating the internal knowledge and documentation base by documenting all incident resolutions, troubleshooting steps and solutions provided by support
actively participating in quarterly training sessions conducted by all support groups to enhance technical skills and stay updated on new processes and tools
contributing to process-level reviews and knowledge-sharing initiatives to identify recurring issues and improve troubleshooting efficiency
providing clear, timely and effective communication to users throughout the incident resolution process
ensuring users are informed about the progress of their support requests, especially during escalations and when critical issues (P1) are being addressed
collaborating with the Service Delivery Lead to refine communication protocols and improve customer satisfaction
implementing and monitoring the resolution plans provided by L3 support and ensuring issues are fully resolved with no side effects occurring
conducting follow-up checks with users to confirm that their issues are resolved and that they are satisfied with the solution
providing feedback to all support groups on the effectiveness of the solutions and participating in continuous improvement initiatives
working with the support team to identify patterns in incidents and suggesting improvements to prevent future occurrences
participating in feedback sessions and contributing to the development of strategies for improving service delivery and support processes.

You are a good candidate if you have:

Bachelor/Master’s degree in a technology (Computer Science, Telecom, Electronics) related subject and/or equivalent recognised work experience
B2+ command of the English language
3+ years of experience in IT support, with a focus on Level 1 and Level 2 support roles
strong technical troubleshooting skills, particularly in hardware, software, and network-related issues
familiarity with ITIL processes and best practices in incident management
experience in creating and maintaining technical documentation and knowledge base articles
ability to work in a fast-paced environment and manage multiple priorities effectively
proven track record in service delivery in operational IT environments
experience with safety, maintenance and continuous improvement processes in a manufacturing environment
strong knowledge in IT Infrastructure and Virtualization
understand complex networks and pinpoint problems or suggest ways to improve them
undertake data network fault investigations in local and wide area environments using information from multiple sources
be able to guide and support local IT teams and breweries on how to deal with the IT technical issues
certificates in Networking and System administration
basic knowledge of cloud computing (AWS, Azure)
strong understanding of technical support principles, with the ability to troubleshoot a wide range of issues
analytical skills to diagnose and resolve technical issues effectively
ability to communicate technical information clearly and concisely to users and other team members. Both written and verbal, with the ability to explain technical concepts to non-technical users.

You are a perfect candidate if you also have:

experience in SCADA/Historian systems (Kepware ServerEX, Ignition, Proficy, etc.)
has strong experience in Historian/IoT connectivity and different OT protocols (OPC UA, MQTT, Siemens Suite, Allen Bradley)
experience in PLC programming
providing services for Continuous Improvement (TPM) and Safety
understanding of (batch) manufacturing modelling-, integration-, and security standards, primarily: ISA88/95
Cisco Certified Technician (CCT) Routing & Switching
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP)
good understanding tech. data processes, key drivers, & system knowledge.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

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IoT Services Engineer