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HEINEKEN
Triage & Fix Lead
Join HEINEKEN as a Triage & Fix Lead in Kraków. Lead incident management using ServiceNow, oversee team performance, and drive service delivery excellence.
Direct Hire
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
DevOps
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
July 3, 2025
Triage & Fix Lead for the Digital & Technology Team, responsible for leading the Triage & Fix team, establishing measurements, and overseeing the triaging of incidents. Must have a strong background in technical support, incident management, and service delivery, with experience in ServiceNow and Jira. Good communication and leadership skills are essential.
Requirements
- Bachelors (and pref. Masters Degree)
- proven experience in leading and managing a technical support team
- minimum of 5 years of experience in incident management, service delivery, or a related role
- ITIL 4 knowledge at least on foundation level, preferably supported by certificate
- excellent written and verbal English
- Experience with ServiceNow and Jira
- ITIL4 Specialist certification
- understanding the principles of agile ways of working
Requirements Summary
Bachelor's degree, 5+ years of experience in technical support and incident management, ITIL 4 knowledge, and excellent English skills
