Senior Application Support Speiclalist - Supply Chain

Heineken; Kraków; On-site; PLN 180,000 - 260,000; Full time

Job summary

Heineken Global Shared Services Center in Kraków is seeking a Senior Application Support Specialist within the D&T Connected Supply Chain team. You will own the lifecycle of Supply Chain applications and coordinate with product teams, vendors, and internal functions to keep systems secure, compliant, and fit for purpose.

Hands-on in hosting, databases, and Azure configurations, you will drive reliability, cut technical debt, modernise the application landscape, and support governance over

Qualifications

• Bachelor's degree in IT or related field; certifications in Azure/ITIL are a plus.
• 5+ years in application support, system administration, or platform operations in enterprise environments.
• Experience with incident, problem, and change management via ServiceNow or similar ITSM tools.

Responsibilities

• Manage incidents, service requests, problems, and changes across the Connected Supply Chain portfolio.
• Troubleshoot application, database, server, access, interface, and performance issues end-to-end.
• Coordinate resolution with vendors, Product Teams, Cloud & Hosting, Security, and other support teams.
• Maintain hosting environments across cloud and on-premise setups; oversee upgrades and migrations.
• Manage user access, SSO, and authentication configurations; ensure security and compliance.
• Prepare and follow up on technical changes; support deployments and production readiness checks.
• Identify recurring issues and drive improvements; maintain documentation and monitoring standards.
• Collaborate with procurement, finance, legal, and vendors for governance and cost control.

Skills

Incident management

Problem management

Change management

SLA & vendor coordination

Cross-functional collaboration

Strong communication

Analytical troubleshooting

Security and compliance awareness

Scripting & automation (PowerShell)

Networking fundamentals

Education

Bachelor's degree in Information Technology, Computer Science, Business Information Technology, or a related field

Tools

ServiceNow ITSM

SQL Server

Azure AD / Entra ID

Windows Server administration

PowerShell

Job description

Senior Application Support Speiclalist - Supply Chain

Function: Digital & Technology

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!

Visit our website: Heineken (heineken-dt.pl) This role sits within HEINEKEN's Digital & Technology department, based at our Global Shared Service hub in Krakow. D&T brings cutting-edge innovation, technology, and analytics to HEINEKEN — with the speed and agility needed to sustain our competitive edge.

As the Senior Application Support Specialist in the D&T Connected Supply Chain team, you'll be the technical anchor for our Supply Chain application portfolio across its full lifecycle. You'll liaise with Product Teams, business stakeholders, vendors, and internal D&T functions (Cloud & Hosting, Security, IAM) to keep applications stable, secure, compliant, and fit for purpose.

Hands-on technical depth is essential. You'll work across hosting environments, databases, application servers, operating systems, SSL certificates, SSO, Microsoft Entra ID / Azure AD, service accounts, and Azure configurations, coordinating incidents, changes, upgrades, migrations, and integrations.

Beyond day-to-day operations, you'll drive service reliability and operational excellence: reducing recurring incidents, cutting technical debt, modernising the application landscape (including SaaS and cloud transitions), and supporting sound financial governance across the portfolio.

In addition, the role contributes to the continuous improvement and standardisation of application operations by enhancing monitoring, automation, support processes, and service transparency. Through close collaboration with internal and external stakeholders, the Application Specialist helps ensure consistent service quality, efficient issue resolution, and a robust and scalable application landscape for the Supply Chain domain.

The role also supports portfolio governance activities related to application contracts, license renewals, support agreements, and operational financial management. Working closely with Procurement, Finance, Legal, Product Teams, and vendors, the Application Specialist helps ensure services remain compliant, financially controlled, cost-efficient, and operationally sustainable without disruption.

Your responsibilities would include:

• Application services & operational support
  Manage incidents, service requests, problems, and changes across the Connected Supply Chain portfolio
  Troubleshoot application, database, server, access, interface, and performance issues end-to-end
  Coordinate resolution with vendors, Product Teams, Cloud & Hosting, Security, and other support teams
• Technical environments & reliability
  Maintain hosting environments across acceptance, production, cloud, and on-premise setups
  Coordinate server, OS, SQL Server, .NET, and TLS upgrades, plus application migrations
  Oversee database and application server maintenance — performance, backups, recovery, and DR readiness
• Access, identity & certificate
  Manage user access, service accounts, AD groups, app registrations, SSO, and Entra ID / Azure AD configurations
  Coordinate SSL certificate and token renewals, password resets, and authentication changes
  Ensure access and identity setups meet security and compliance standards
• Change & release management
  Prepare and follow up on technical changes via ServiceNow
  Support deployments, upgrades, hotfixes, and production readiness checks
  Validate changes in acceptance environments before production rollout
• Continuous improvement & documentation
  Identify recurring issues and drive improvements to reduce incidents and technical debt
  Maintain technical documentation, service descriptions, and operational procedures
  Enhance monitoring, automation, and standardisation of support processes
• Vendor & service continuity
  Manage external vendors and internal partners to ensure support, maintenance, and continuity
  Follow up on SLAs, support agreements, upgrade planning, and technical dependencies
  Assess SaaS migration, hosting, and modernisation opportunities
• Portfolio & financial governance
  Manage application contracts, license renewals, support agreements, and POs in collaboration with Procurement, Finance, Legal, vendors, and key-users
  Monitor application usage, hosting costs, licenses, and infrastructure consumption to identify optimisation opportunities
  Support cross-charge processes, OpCo usage tracking, and user base management
  Maintain visibility of ownership, usage, costs, and dependencies to enable portfolio transparency

You are a good candidate if you have:

• Bachelor's degree in Information Technology, Computer Science, Business Information Technology, or a related field
• Relevant certifications in application, cloud, or infrastructure technologies are a plus (e.g., Microsoft Azure, SQL, Windows Server, ITIL)
• 5+ years in application support, system administration, or platform operations within enterprise environments
• Hands-on experience with incident, problem, and change management via ServiceNow or equivalent ITSM platforms
• Proven track record managing application hosting environments across cloud and on-premise, including application and database servers
• Windows Server administration, including upgrades, patching, and environment maintenance
• SQL Server administration, performance monitoring, and troubleshooting
• Microsoft Azure and Entra ID (Azure AD), covering SSO, app registrations, and access management
• SSL certificate lifecycle, token management, service accounts, and authentication mechanisms
• Scripting and automation with PowerShell or equivalent
• Networking fundamentals, including ports, connectivity, and firewall request flows
• Strong troubleshooting and analytical skills across application, infrastructure, and integration layers
• Ability to plan and coordinate technical changes, upgrades, and deployments across environments
• Experience managing external vendors and SLAs alongside internal cross-functional teams
• Strong communication skills, with the ability to translate technical topics for non-technical stakeholders
• Comfortable working in cross-functional, international environments
• Structured and detail-oriented, with a strong sense of ownership for service reliability
• Proactive mindset that identifies recurring issues and drives improvement rather than waiting for escalation
• Experience supporting enterprise Supply Chain applications.

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