Coe Expert

**CENTER OF EXPERTISE COE EXPERT** **We are looking for a**Center of Expertise CoE Expert** to be part of our Nestlé Nespresso Digital and Tech Team.** **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 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 she/he will act as the go-to-people for markets and other analysts (CoC Leads, SMEs and CoE Specialists) 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._ _ Additionally, the CoE Expert must work on finding tasks, process and activities that can be improved and/or automatized through RPAs, AI... (Continuous Improvement). 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**: 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**: - 7+ 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 - Experience working with SME and Architects - Expertise in Dynamics 365 - Experience with Commerce Tools **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**: -** - **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 with the 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 hear