Technical Support and Monitoring Technician Technical Support and Monitoring Technician, Barcelona We are seeking a proactive Incident Technician with strong analytical skills to ensure service continuity and quality in a dynamic environment. Work Modality and Location **Modality:** On-site (100%). **Location:** Client’s offices at 08908 L'Hospitalet de Llobregat, Barcelona. **Working Hours:** Full-time with rotating 24x7 shifts (6:00–14:00, 14:00–22:00, 22:00–6:00). What will be your main responsibilities? Analyze critical incidents and conduct retrospectives (post-mortems) to identify root causes and propose preventive improvements. Escalate to the Operational Excellence Manager cases where vendors fail to meet response time requirements. Lead control points during high-stress or critically impactful situations, ensuring system stability and cross-team coordination. Master all departmental tools and ensure accurate, complete logging of every incident. Safeguard and maintain master data and key documentation (escalation matrices, protocols, and operational logs). Analyze on-call received calls and define improvement plans based on identified trends and recurring issues. Develop training micro-modules, update documentation, and implement actions to strengthen knowledge and service quality. Respond to technical escalation requests. Mandatory Requirements We seek a candidate with solid experience and the following competencies: **Languages:** Advanced Catalan (Mandatory). **Office Tools:** Proficiency in Outlook, SharePoint, Teams, Confluence, or similar tools. **Ticketing Tools:** Demonstrable experience with JIRA, Remedy, or similar systems. **Monitoring Tools:** Knowledge and hands-on experience with ELK, Grafana, Prometheus, or other monitoring tools. **Experience:** Experience in Incident Management and Tracking, Telephone Support, and Customer Service. What do we offer? **Stability:** Integration into a stable project with direct impact on client operations. **Professional Development:** Opportunities for growth and continuous training in tools and operational excellence protocols. **Work Environment:** A collaborative work environment and a high-performing team. Jira, Teams, Confluence, Grafana, Prometheus, ELK, Remedy