Senior Application Support Speiclalist - Supply Chain

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)
This role sits within HEINEKEN's Digital & Technology department, based at our Global Shared Service hub in Krakow. D&T brings cutting-edge innovation, technology, and analytics to HEINEKEN — with the speed and agility needed to sustain our competitive edge.

As the Senior Application Support Specialist in the D&T Connected Supply Chain team, you'll be the technical anchor for our Supply Chain application portfolio across its full lifecycle. You'll liaise with Product Teams, business stakeholders, vendors, and internal D&T functions (Cloud & Hosting, Security, IAM) to keep applications stable, secure, compliant, and fit for purpose.

Hands-on technical depth is essential. You'll work across hosting environments, databases, application servers, operating systems, SSL certificates, SSO, Microsoft Entra ID / Azure AD, service accounts, and Azure configurations, coordinating incidents, changes, upgrades, migrations, and integrations.

Beyond day-to-day operations, you'll drive service reliability and operational excellence: reducing recurring incidents, cutting technical debt, modernising the application landscape (including SaaS and cloud transitions), and supporting sound financial governance across the portfolio.

In addition, the role contributes to the continuous improvement and standardisation of application operations by enhancing monitoring, automation, support processes, and service transparency. Through close collaboration with internal and external stakeholders, the Application Specialist helps ensure consistent service quality, efficient issue resolution, and a robust and scalable application landscape for the Supply Chain domain.

The role also supports portfolio governance activities related to application contracts, license renewals, support agreements, and operational financial management. Working closely with Procurement, Finance, Legal, Product Teams, and vendors, the Application Specialist helps ensure services remain compliant, financially controlled, cost-efficient, and operationally sustainable without disruption.

Your responsibilities would include:

o Application services & operational support
 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
 Coordinate resolution with vendors, Product Teams, Cloud & Hosting, Security, and other support teams

o Technical environments & reliability
 Maintain hosting environments across acceptance, production, cloud, and on-premise setups
 Coordinate server, OS, SQL Server, .NET, and TLS upgrades, plus application migrations
 Oversee database and application server maintenance — performance, backups, recovery, and DR readiness

o Access, identity & certificate
 Manage user access, service accounts, AD groups, app registrations, SSO, and Entra ID / Azure AD configurations
 Coordinate SSL certificate and token renewals, password resets, and authentication changes
 Ensure access and identity setups meet security and compliance standards

o Change & release management
 Prepare and follow up on technical changes via ServiceNow
 Support deployments, upgrades, hotfixes, and production readiness checks
 Validate changes in acceptance environments before production rollout

o Continuous improvement & documentation
 Identify recurring issues and drive improvements to reduce incidents and technical debt
 Maintain technical documentation, service descriptions, and operational procedures
 Enhance monitoring, automation, and standardisation of support processes

o Vendor & service continuity
 Manage external vendors and internal partners to ensure support, maintenance, and continuity
 Follow up on SLAs, support agreements, upgrade planning, and technical dependencies
 Assess SaaS migration, hosting, and modernisation opportunities

o Portfolio & financial governance
 Manage application contracts, license renewals, support agreements, and POs in collaboration with Procurement, Finance, Legal, vendors, and key-users
 Monitor application usage, hosting costs, licenses, and infrastructure consumption to identify optimisation opportunities
 Support cross-charge processes, OpCo usage tracking, and user base management
 Maintain visibility of ownership, usage, costs, and dependencies to enable portfolio transparency

You are a good candidate if you have:

• Bachelor's degree in Information Technology, Computer Science, Business Information Technology, or a related field
• Relevant certifications in application, cloud, or infrastructure technologies are a plus (e.g., Microsoft Azure, SQL, Windows Server, ITIL)
• 5+ years in application support, system administration, or platform operations within enterprise environments
• Hands-on experience with incident, problem, and change management via ServiceNow or equivalent ITSM platforms
• Proven track record managing application hosting environments across cloud and on-premise, including application and database servers
• Windows Server administration, including upgrades, patching, and environment maintenance
• SQL Server administration, performance monitoring, and troubleshooting
• Microsoft Azure and Entra ID (Azure AD), covering SSO, app registrations, and access management
• SSL certificate lifecycle, token management, service accounts, and authentication mechanisms
• Scripting and automation with PowerShell or equivalent
• Networking fundamentals, including ports, connectivity, and firewall request flows
• Strong troubleshooting and analytical skills across application, infrastructure, and integration layers
• Ability to plan and coordinate technical changes, upgrades, and deployments across environments
• Experience managing external vendors and SLAs alongside internal cross-functional teams
• Strong communication skills, with the ability to translate technical topics for non-technical stakeholders
• Comfortable working in cross-functional, international environments
• Structured and detail-oriented, with a strong sense of ownership for service reliability
• Proactive mindset that identifies recurring issues and drives improvement rather than waiting for escalation
• Experience supporting enterprise Supply Chain applications.

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