CoE Expert

Nestlé Nespresso SA; Bengaluru; Hybrid; INR 1,600,000 - 2,200,000; Full time

Benefits offered by this job

Flexible work policies

Career development opportunities

Modern office spaces

Inclusive work environment

Attractive additional benefits

Job summary

A renowned coffee company is seeking a Center of Expertise CoE Expert in Bengaluru, Karnataka. The role involves incident management related to IT systems, ensuring availability, and leading continuous improvement initiatives. Ideal candidates will have over 7 years of experience in incident/request management, strong analytical skills, and proficiency with ITSM tools like ServiceNow. This position offers a hybrid work model with flexible policies and opportunities for personal development.

Qualifications

• 7+ years of relevant experience in a large-scale IT environment.
• Hands-on experience resolving complex incidents and requests.
• Solid understanding of IT infrastructure components.

Responsibilities

• Monitor and respond to incidents in a timely manner.
• Analyze incidents to identify root causes.
• Collaborate with teams to implement solutions.

Skills

Incident/Request Management experience

Analytical skills

Problem-solving skills

Effective communication

Education

ITIL4 Foundation certification

Tools

ServiceNow

JIRA

Grafana

Nagios

Dynamics 365

Java

Magento

Hybris

PL SQL

Shopify

Job description

Center of Expertise CoE Expert to be part of our Nestlé Nespresso Digital and Tech Team. At Nespresso, our Digital & Tech teams are at the heart of our innovation journey, a space where we continue to invest, evolve, and grow.

Position Snapshot

• Location: Bengaluru, Karnataka, India
• Type of Contract: Permanent
• Grade: Band 2
• Type of work: Hybrid
• Work Language: Fluent Business English

The Role

This is a hands‑on position. The candidate will work daily on the resolution of incidents and requests, and it is important that the candidate has previous experience in resolving incidents related to ERP Systems, eCommerce Platforms, etc. Experience in Dynamics 365 and Commerce Tools is a plus but platforms like Magento, Hybris, SAP are also valuable.

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 Expert 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 in the resolution of standard incidents and requests, but also during Critical and Major Incidents. The CoE Expert must have a high level of knowledge of all the solutions in our Digital Tech landscape, as they will act as the go‑to person for markets and other analysts when additional support is needed. They will liaise with the third level of support and the developers when needed, while minimizing escalation to third level as much as possible.

Additionally, the CoE Expert must work on finding tasks, processes and activities that can be improved and/or automated through RPAs, AI, etc. The CoE will work closely with the IM Architect to ensure the proper implementation of the Continuous Improvement tasks.

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: Actively propose improvement actions to minimize manual intervention and increase the automation and auto‑resolution of incidents and requests.

What We’re Looking For

• +7 years of relevant Incident/Request Management experience within a large‑scale IT environment. Hands‑on experience in resolving incidents and requests with high level of complexity.
• 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.
• Experience working with SME and Architects.

Extra Skills That Set You Apart

• Experience on Dynamics 365 modules and Commerce Tools is a plus.
• Experience and deep knowledge with Java, Hybris, PL SQL, Magento, Shopify.
• 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 Nespresso

The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of espresso coffee.

Since 1986, Nespresso has redefined and revolutionized the way millions of people enjoy their coffee.

We are a Company committed to climate change and we aim to achieve carbon neutrality as soon as possible and net‑zero GHG emissions by 2050 at the latest.

In 2019 we created the digital hub in Barcelona to offer the best customer experience and innovation to B2C and B2B channels.

We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability. People are at the heart of our success – all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.

Step outside your comfort zone; share your ideas, way of thinking and working to make a difference to the world, every single day. You own a piece of the action – make it count.