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. 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 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, processes 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. Hands on experience on 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, 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.

- Adaptable 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

📌 Coe Expert (Bengaluru)
🏢 Nespresso
📍 Bengaluru