Job Title: Process and Metrics Engineer
Location: A Coruña (Preference given to candidates residing in A Coruña or Galicia)
Contract Type: Indefinite
Engagement Model: Technical Assistance
Position Summary
We are looking for a highly motivated Process and Metrics Engineer with a strong background in managing
processes and metrics within technical support and operations environments. This role is critical to ensuring
the continuous improvement of operational workflows, the effectiveness of incident management, and the
performance of technical support services.
Although hands-on development is not part of the role, technical systems knowledge is essential to
understand the applications you will be supporting and the nature of the issues you´ll be analyzing.
Key Responsibilities
• Analyze, review, and optimize technical support and operational processes.
• Collaborate closely with support teams to ensure efficient incident resolution and service delivery.
• Leverage Power BI and SQL to extract data and develop performance dashboards and reports.
• Work with KPIs to track, analyze, and enhance service performance.
• Utilize ticketing systems such as JIRA and Remedy to analyze workflows and incident patterns.
• Review code and logs (particularly in Java and Kafka or other messaging APIs) to optimize issue
resolution processes.
• Document processes using tools such as Miro and Confluence, including flowcharts and technical
manuals.
• Drive continuous improvement through root-cause analysis and proactive process enhancements.
Required Qualifications
• 5+ years of experience managing processes and metrics in technical support and/or operations
environments.
• Strong understanding and practical experience with ITIL best practices.
• Proficiency in Power BI, SQL, or similar data analysis tools.
• Technical knowledge of:
o Communication systems and application integration (e.g., APIs, messaging).
o Infrastructure monitoring.
o Software applications, especially those developed in Java and related technologies.
• Experience with ticketing tools (JIRA, Remedy).
• Strong documentation and process visualization skills using Miro, Confluence, or similar tools.
• Self-critical, analytical mindset with a passion for continuous improvement.
Preferred Qualifications (Valuable Assets)
• Advanced scripting skills in Python and Bash; experience scripting with LLMs for automation and data
analysis.
• Experience using monitoring tools such as Grafana.
• Certifications in ITIL, Lean Six Sigma, or Agile methodologies.
• Previous experience in process management and optimization in industrial or logistics environments.