The Role: In this position, the successful candidate will be responsible for managing and resolving incidents and requests, ensuring minimal disruption to business operations. This role requires strong analytical skills, attention to detail, and the ability to work under pressure. The CoE Specialist (Center of Expertise) will play a crucial role in maintaining the stability and reliability of our IS/IT environment, while also driving continuous improvement initiatives to enhance our incident management processes. This position will be involved on the resolution of standard incidents and requests, but also during Critical and Major Incidents. The CoE Specialist must have a high level of knowledge for all the solutions in our Digital Tech landscape, as she/he will act as the go-to-person for markets and other analysts (CoS and CoC) when additional support is needed. She/He will be the liaising with the third level of support and the developers when needed, but minimizing the escalation to third level as much as possible. In This Role, You Will: Ensure IT systems availability: Monitor and respond to incidents in a timely manner. Minimize disruptions in IT systems landscape: Analyze and diagnose incidents to identify root causes. Ensure on-time resolution for any incident or request: Collaborate with other teams to resolve incidents and implement solutions. Maintain accurate documentation and knowledge articles: Document incidents, resolutions, and any necessary follow-up actions. Lead and organize necessary meetings, handovers, and knowledge transfer sessions: Provide regular updates to stakeholders on the status of incidents. Participate in incident review meetings and contribute to continuous improvement initiatives. Facilitate effective communication with stakeholders throughout the incident lifecycle: Maintain and update incident management tools and systems Continuous Improvement and Automation: To actively propose improvement actions to minimize manual intervention and increase the automation and auto-resolution of incidents and requests. What We’re Looking For: 3 to 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 Used to work in Shifts Extra Skills That Set You Apart: Experience and deep knowledge with Java, Hybris, PL SQL, Magento, Shoppify ITIL4 Foundation certification Experience with the implementation and maintenance of GenAI Solutions, Chat Bots and Machine Learning We Offer You: We offer more than just a job. We put people first and inspire you to become the best version of yourself. Flexible work policies including core hours and options for working from home. Discuss with us during the recruitment process to understand what flexibility could look like for you! Genuine opportunities for career and personal development through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset. Modern "smart office" locations providing agile workspaces. Our state-of-the-art campus is equipped with areas to co-create, network, and chill! International, dynamic & inclusive working environment with attractive additional benefits. The pride to work for a B Corp certified company and one of the world’s most trusted brands. The Hiring Process: Your Application: Submit your application, and we'll review it carefully (make sure your CV is in English as the hiring team is international). Initial Screening: Relevant candidates will be contacted by our Talent Acquisition team for an initial interview. Hiring Manager Interview: Selected candidates will then meet with the hiring manager to discuss the role and their experience in more detail. Stakeholder Interview: Candidates will engage with potential team members to assess fit and collaboration. Leadership & HRBP Interaction: Candidates will have a discussion with our leadership team & HRBP. Feedback: After interviews, we provide feedback to all candidates. Job Offer: Successful candidates will receive a formal offer. First Working Day: Once the offer is accepted, we’ll welcome you on your first day!

About Nestle

As the world’s largest food and beverage company we are driven by a simple aim: unlocking the power of food to enhance quality of life for everyone, today and for generations to come. To deliver on this, we serve with passion, with a spirit of excellence, offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families. Our culture is based on our values rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for the future. We can trace our origin back to 1866, when the first European condensed milk factory was opened in Cham, Switzerland, by the Anglo-Swiss Condensed Milk Company. One year later, Henri Nestlé, a trained pharmacist, launched one of the world’s first prepared infant cereals ‘Farine lactée’ in Vevey, Switzerland. Today, we employ around 273,000 people and have factories or operations in almost every country in the world. With our headquarters still based in the Swiss town of Vevey, we had sales of CHF 84.3 billion in 2020. Our portfolio covers almost every food and beverage category – offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families.