Technical Incident Manager

At Métrica España, we are looking for a Technical Incident Manager with a solid track record and at least 5 years of experience to join our team.

The ideal candidate will be responsible for the comprehensive management of technical incidents, ensuring rapid resolution, minimizing business impact, and promoting a culture of learning and continuous improvement.

Main Responsibilities

• Lead and coordinate crisis committees, as well as plan and execute preventive and corrective actions to guarantee effective incident management and minimize impact.
• Perform deep analyses of the most critical incidents, conducting exhaustive retrospectives to identify root causes, document lessons learned, and propose concrete improvements in processes and systems.
• Proactively and formally escalate to the Operational Excellence Manager those cases presenting significant deficiencies in response times from our providers, always seeking service optimization.
• Take the initiative and lead operational control points during moments of high tension or critical impact, ensuring service stability, coordination between teams, and fluid communication.
• Possess expert knowledge of all incident management tools and ticketing systems available in the department, including Remedy, ensuring the accurate, complete, and timely recording of all relevant information.
• Be responsible for the custody, maintenance, and updating of master data and documentation essential for the operation, such as escalation matrices, action protocols, operational logs, and knowledge bases.
• Systematically analyze calls received during on-call periods, identifying patterns, trends, and recurrences to define and implement continuous improvement and prevention plans.