Job Description

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.


We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.


Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.


Job Summary


We're actively seeking a proactive and skilled Incident and Problem


Manager to join our dynamic Global IT Service Management Team. In this


critical role, you'll be responsible for the full spectrum of tasks, from swiftly


detecting and responding to service-impacting events to expertly triaging


and driving effective mitigation strategies.


This position is tailor-made for individuals with a solid background in


infrastructure or application support who are eager to transition into the


realm of ITIL/ITSM roles. As such, we're looking for someone who not only


brings technical expertise to the table but also possesses a comprehensive


understanding of incident management processes, ITIL principles, and the


ability to leverage data analytics for informed decision-making.


The successful candidate will play a pivotal role in ensuring the smooth


functioning of our IT services by proactively identifying potential issues,


implementing proactive measures to prevent incidents, and efficiently


resolving problems when they arise. If you're someone who thrives in a


fast-paced environment, enjoys collaborating with cross-functional teams,


and is passionate about driving continuous improvement, then this could


be the perfect opportunity for you.


Core experience/responsibilities


• Technology support experience


• Two to three years of hands-on support experience in


infrastructure and or application services (ideal for support


engineers who are interested in shifting careers to an ITIL/ITSM


incident and problem manager role).


• Directly involved in incident service restoration (technical


troubleshooting) in infrastructure and or application services.


• Worked in and or having experience and technical knowledge


about product/application three tier architectures (UI,Logic,Data


Tier), micro services, Kubernetes, network/VPC configurations,


significance of load-balancers/firewall)


• Critical Incident and Problem management experience (ITSM/ITIL).


• Three to five years Hands-on leading major incident meetings


(Critical Incident Management calls), facilitating the service


restoration process across various cross-functional teams


ensuring timely resolution of issues and minimizing impact on


business operations and external customers.


• Deep knowledge and experience in driving the root cause of


incidents with short term and permanent corrective actions and


establishing service improvement plans.


• Ability to decompose complex/critical incoming issues, and


assemble resources from various support teams across the


enterprise.


• Proven track record in process improvement initiatives realizing


significant time and efficiency gains.


• Data analytics experience (ex-ServiceNow ITSM data).


• Possess strong strategic thinking and analytical skills to


troubleshoot complex technical issues, and help technology


teams to decide on the most appropriate incident resolution path


based upon multilateral impact analysis technique.


• Analyze data patterns to identify recurring incidents and


underlying problems and derive actionable insights, driving


continual improvements across the global/enterprise IT


environment.


• Demonstrate a structured approach to problem solving; logical


and methodical.


• Incident Service Restoration Bridge Call Facilitation experience


• Excellent communication (written and verbal) and interpersonal


skills, with the ability to collaborate effectively with stakeholders


(technical and non-technical) at all levels. English is mandatory


(speak and write).


• Experience in creating and tracking sequence/chronology of


events and actions/decisions taken during the service


restoration.


• Confidence to drive and manage large conference/bridge calls.


• Ability to work collaboratively in a cross-functional team


environment and foster positive working relationships across an


enterprise organization.


• Contribute to creating new and keeping up-to-date existing


incident management documentation such as process,


procedures, workflows, and escalation paths.


Operational requirements


• Flexibility to work within a "Follow the Sun" global shift rota, covering


local day-time hours, including holidays and weekends, on a rotational


basis.


• Requires to be "on-call" as part of an on-call rotation outside of normal


business hours (holidays, etc.).


• Work in a shift mode.


• Play the role of CAB/change manager (training will be provided)


Nice to Have


• ITIL certification(s) such as ITIL Foundation or higher.


• Advanced ServiceNow data and reporting capabilities.


• Previous experience working with ITSM Change, Knowledge


Management, IT Service Continuity, and Disaster Recovery concepts.


• Experience with Incident Management Tools such as ServiceNow,


Remedy, or Jira Service Management.


• Understanding in measurements of technology process/service


performance indicators (KPIs).


• Intermediate Spanish speaking and writing skills for Latin America


candidates.


Category: Information Technology


Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.


Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.


If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.


Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.


To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE


Requisition: J0076500