Incident/Problem Manager

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

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ABOUT THE OPPORTUNITY…

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.

KEY 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). 

  • Five plus years of 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.

YOUR QUALIFICATIONS…

• Bachelor's degree in Computer Science, Information Technology, or a related field with aprox 10 years of experience or more.

• 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. 

• 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