Change and Problem Technical Manager - Shifts - On-site - Catalan

Requirements:

• Experience between 3 and 5 years.
• Catalan essential.
• Hands-on experience in the implementation and management of ITIL-based processes.
• Proficiency in IT Service Management (ITSM) tools, Jira, and Remedy.
• Demonstrated ability to analyze data, identify trends, and propose effective solutions.
• Excellent communication, negotiation, and leadership skills.
• Ability to work autonomously and in a team, managing multiple priorities.
• Analytical and problem-solving oriented thinking.
• University degree in Computer Science, Systems Engineering, or a related field, or equivalent work experience.

• ITIL v3 or v4 certifications (Foundation, Practitioner, Expert).
• Experience in managing large volumes of changes.
• Knowledge of other service management frameworks (COBIT, ISO 20000).
• Experience in the automation of IT processes.
• Knowledge of agile methodologies.

At Metrica, we are looking for a Change and Problem Technical Manager with a track record of at least 3 years to join our team.

If you possess proven experience in the optimization of ITIL processes and move fluently within tools such as Jira and Remedy, this is your opportunity to grow professionally in a leading company in the sector.

Ensure the stability and continuous improvement of IT services.

• Change Management:
• Lead and supervise the change management process, ensuring that all changes in the production environment are carried out in a controlled manner and minimizing the risk of interruptions.
• Define, implement, and maintain change management procedures and policies.
• Coordinate Change Advisory Board (CAB) meetings, evaluating the impact, risks, and benefits of change requests.
• Ensure the proper documentation of all changes, including implementation, rollback, and testing plans.
• Promote the adoption of change management best practices within the organization.
• Problem Management:
• Direct and optimize the problem management process to identify, analyze, and resolve the root causes of recurring and persistent incidents.
• Develop and maintain strategies for the proactive identification of problems.
• Investigate major incidents and coordinate efforts to find permanent solutions.
• Collaborate with technical support and development teams to implement solutions to identified problems.
• Document root causes, solutions, and lessons learned.
• Continuous Improvement:
• Identify improvement opportunities in change and problem management processes, and propose and implement solutions.
• Analyze metrics and KPIs related to change and problem management to evaluate process effectiveness.
• Ensure the alignment of change and problem management processes with ITIL frameworks and business needs.

• Rotating shifts covering the schedule from 06:00 to 22:00, (also in summer).
• On-call duties every 4/5 rotating weeks within the team. Reachable, with the possibility of remote connection and availability to go to the center within 1 hour in exceptional cases.