Digital & Technology (D&T) is an integral division of HEINEKEN Global Shared Services Center, committed to making Heineken the most connected brewery through digitalized and integrated processes, best-in-class technology, and a data-driven culture.
This role sits within HEINEKEN's Digital & Technology department at the Global Shared Service hub in Kraków. As Senior Application Support Specialist in the D&T Connected Supply Chain team, you will be the technical anchor for the Supply Chain application portfolio across its full lifecycle.
You will work with Product Teams, business stakeholders, vendors, Cloud & Hosting, Security, IAM, Procurement, Finance, and Legal to keep applications stable, secure, compliant, cost-efficient, and fit for purpose.
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.
- Maintain hosting environments across acceptance, production, cloud, and on-premise setups.
- Coordinate server, operating system, SQL Server, .NET, and TLS upgrades, as well as application migrations.
- Oversee database and application server maintenance, including performance, backups, recovery, and disaster-recovery readiness.
- Manage user access, service accounts, Active Directory groups, application registrations, SSO, and Microsoft Entra ID / Azure AD configurations.
- Coordinate SSL certificate and token renewals, password resets, and authentication changes.
- Prepare and follow up on technical changes through ServiceNow and support deployments, upgrades, hotfixes, and production-readiness checks.
- Identify recurring issues and drive improvements that reduce incidents and technical debt.
- Maintain technical documentation, service descriptions, and operational procedures.
- Enhance monitoring, automation, and standardization of support processes.
- Manage external vendors and internal partners, including SLAs, support agreements, upgrade planning, and technical dependencies.
- Assess SaaS migration, hosting, and application-modernization opportunities.
- Manage application contracts, license renewals, support agreements, and purchase orders with relevant stakeholders.
- Monitor application usage, hosting costs, licenses, and infrastructure consumption to identify optimization opportunities.
- Support cross-charge processes, OpCo usage tracking, and user-base management.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Information Technology, or a related field.
- Five or more years of experience in application support, system administration, or platform operations in enterprise environments.
- Experience with incident, problem, and change management using ServiceNow or an equivalent ITSM platform.
- Experience managing application hosting environments across cloud and on-premise environments.
- Windows Server administration, SQL Server administration, Microsoft Azure, and Entra ID / Azure AD experience.
- Experience with SSL certificates, token management, service accounts, authentication mechanisms, and PowerShell or equivalent scripting.
- Networking fundamentals, strong troubleshooting and analytical skills, and experience coordinating technical changes and deployments.
- Experience managing external vendors and SLAs alongside internal cross-functional teams.
- Strong communication skills and the ability to explain technical topics to non-technical stakeholders.
- Experience supporting enterprise Supply Chain applications.
- Relevant Microsoft Azure, SQL, Windows Server, or ITIL certifications are a plus.