Technical Support Professional

• Between 2 and 6 years of experience in technical support, incident management, or operations centers.
• Experience in the management and follow-up of critical incidents.
• High level of Catalan (essential).
• Knowledge of ticketing tools such as Jira, Remedy, or similar.
• Experience with monitoring tools such as Grafana, ELK, Prometheus, or equivalents.
• Regular use of collaborative tools: Outlook, Teams, SharePoint, Confluence, etc.
• Experience in telephone assistance and user support.
• Ability to work in high-pressure and high-criticality environments.
• Availability to work in 24x7 rotating shifts.
• Availability for on-site work in L´hospitalet de Llobregat

• Previous experience in public sector environments.
• Knowledge of ITSM processes.
• Experience participating in crisis committees or major incident management.
• Orientation towards continuous improvement and service quality.

At GP DIGITAL, we are looking for a professional for a client in the PUBLIC sector

Would you like to be part of a key team in critical incident management and service continuity within a high-demand technological environment?

We are looking for a Technical Support Professional with experience in incident management, monitoring, and operational coordination to become a key reference within the service, participating in the resolution of critical situations and the continuous improvement of processes.

• Lead crisis committees and coordinate actions for effective management of critical incidents.
• Analyze high-impact incidents and identify root causes through retrospectives.
• Coordinate and follow up on escalations with internal teams and providers.
• Actively participate in critical situations, guaranteeing stability, communication, and traceability.
• Manage the registration and tracking of incidents using corporate tools.
• Keep operational documentation, protocols, and escalation matrices up to date.
• Analyze trends and incident recurrence to propose improvement actions.
• Prepare documentation and training materials to enhance the team's knowledge.
• Collaborate with Problem Management, Change Management, and Operational Excellence areas.
• Participate in quality and continuous service improvement initiatives.
• Act as a point of reference in incident management and follow-up.

• Contract: Permanent
• Location: L'Hospitalet de Llobregat (Barcelona)
• Modality: On-site
• Schedule: 24x7 rotating shifts
• 06:00 to 14:00
• 2:00 p.m. to 10:00 p.m.
• 22:00 to 06:00
• Start date: Immediate