Barcelona
EUR 30.000 - 50.000
We are looking for an Incident Management Coordinator to be part of our Nestlé Nespresso Digital and Tech Team.
Position Snapshot
* 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. You 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. 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.
* Identify opportunities for process improvement within the Incident/request Management framework.
* Implement corrective actions and enhancements to optimize efficiency and effectiveness.
* Maintain accurate documentation ensuring Knowledge Articles are created and maintained as expected and identify automation opportunities that help our end users to solve issues by themselves.
* Lead, organize 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.
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