IoT Services Engineer

This role is part of the Digital & Technology (D&T) department of HEINEKEN International, and it is placed in Heineken Global Shared Service, Krakow, Poland. Within Global Technology Supply Chain in D&T, we are looking for an enthusiastic and experienced technology specialist to guide our Smart Supply Chain Services Team.

This team within our Supply Chain Domain provides services to our shopfloor operators and technicians to ease their day-to-day operations and unlock opportunities through insights. We are already on track to digitalize our breweries and processes that affect daily life such as safety, manual work execution, problem solving, and continuous improvement.

HEINEKEN Supply Chain is determined to continue this digital journey and you are hired to guide the team extending the scope of digital services and, most importantly, to unlock the value of technology by providing the workers with information to make well-informed decisions that will make these services game-changing and smart.

You will work closely together with the Development Teams of our suppliers, Product Owners and Deployment Teams within the HEINEKEN Global and OpCo organizations.

Responsibilities

• Collaborate with data platform and analytics teams to design, build and support internal business intelligence and analytics platforms aggregating data across internal and external technical sources and disseminating analytical insights globally.
• Collaborate with the PCD product team to align PCD and IT standards and ensure their application for digital initiatives.
• Work closely with the technology product teams to leverage the D&T services.
• Enable and support connectivity and infrastructure of connected breweries and digital initiatives.
• Collaborate with different Corporate Supply Chain process owners to determine and meet their reporting and analytics needs.
• Escalate complex or unresolved issues to L3 support by providing all necessary information including log files, incident descriptions, timing details, reproduction steps and impact assessments.
• Serve as the first point of contact for all incoming support requests from users while efficiently triaging and resolving incidents at L1 and L2 levels.
• Ensure that all incidents are logged, categorized and prioritized accurately within the service management system.
• Troubleshoot technical issues ranging from basic to moderately complex using standard procedures and diagnostic tools.
• Diagnose and resolve incidents related to hardware, software, network and connectivity issues within the brewery system.
• Follow established procedures for problem-solving and implement approved solutions as provided by L3 support.
• Collaborate with L3 support for high-priority (P1) issues and contribute to real-time troubleshooting and resolution efforts.
• Maintain and update the internal knowledge and documentation base by documenting all incident resolutions, troubleshooting steps and solutions.
• Actively participate in quarterly training sessions conducted by all support groups to enhance technical skills and stay updated on new processes and tools.
• Contribute to process-level reviews and knowledge-sharing initiatives to identify recurring issues and improve troubleshooting efficiency.
• Provide clear, timely and effective communication to users throughout the incident resolution process.
• Ensure users are informed about the progress of their support requests, especially during escalations and when critical issues (P1) are being addressed.
• Collaborate with the Service Delivery Lead to refine communication protocols and improve customer satisfaction.
• Implement and monitor the resolution plans provided by L3 support and ensure issues are fully resolved with no side effects occurring.
• Conduct follow-up checks with users to confirm that their issues are resolved and that they are satisfied with the solution.
• Provide feedback to all support groups on the effectiveness of the solutions and participate in continuous improvement initiatives.
• Work with the support team to identify patterns in incidents and suggest improvements to prevent future occurrences.
• Participate in feedback sessions and contribute to the development of strategies for improving service delivery and support processes.

Qualifications

• Bachelor/Master’s degree in a technology (Computer Science, Telecom, Electronics) related subject and/or equivalent recognised work experience.
• B2+ command of the English language.
• 3+ years of experience in IT support, with a focus on Level 1 and Level 2 support roles.
• Strong technical troubleshooting skills, particularly in hardware, software, and network-related issues.
• Familiarity with ITIL processes and best practices in incident management.
• Experience in creating and maintaining technical documentation and knowledge base articles.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Proven track record in service delivery in operational IT environments.
• Experience with safety, maintenance and continuous improvement processes in a manufacturing environment.
• Strong knowledge in IT Infrastructure and Virtualization.
• Understand complex networks and pinpoint problems or suggest ways to improve them.
• Undertake data network fault investigations in local and wide area environments using information from multiple sources.
• Be able to guide and support local IT teams and breweries on how to deal with IT technical issues.
• Certificates in Networking and System administration.
• Basic knowledge of cloud computing (AWS, Azure).
• Strong understanding of technical support principles, with the ability to troubleshoot a wide range of issues.
• Analytical skills to diagnose and resolve technical issues effectively.
• Ability to communicate technical information clearly and concisely to users and other team members, both written and verbal, with the ability to explain technical concepts to non-technical users.

Preferred qualifications

• Experience in SCADA/Historian systems (Kepware ServerEX, Ignition, Proficy, etc.).
• Strong experience in Historian/IoT connectivity and different OT protocols (OPC UA, MQTT, Siemens Suite, Allen Bradley).
• Experience in PLC programming.
• Providing services for Continuous Improvement (TPM) and Safety.
• Understanding of (batch) manufacturing modelling, integration and security standards, primarily: ISA88/95.
• Cisco Certified Technician (CCT) Routing & Switching.
• Cisco Certified Network Professional (CCNP).
• Good understanding tech. data processes, key drivers, & system knowledge.