Senior IT Application Support Engineer

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.

Summary:

The Sr. IT Application Support Analyst (Level 3 Support) will be part of the Global Product Support organization. This organization supports Digital Solutions at Iron Mountain. Digital Solutions enable full lifecycle management for Customers’ physical and digital records and information and provide predictive insights into that information, through a consumer quality user experience. This critical organization is instrumental in supporting Iron Mountain customer's digital transformation and expanding Iron Mountain's relevance as global Information Management Services provider. We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services, in addition to supporting existing digital solutions across multiple platforms.

We are looking for a talented Sr. IT application support analyst who has the experience necessary to monitor, troubleshoot and maintain the stability and performance of applications deployed on cloud services. The candidate has in depth knowledge of IT service delivery principles , incident management, problem management, and change management.

The candidate has a solid understanding of cloud services, DevOps best practices and tools in order to onboard new clients onto our digital solution platform. When needed, this candidate will provide technical leadership to other team members and will manage the completion and communication of planned work. In this role, the candidate can pivot from planned work to unplanned mission critical tasks that demand quick responses in order to delight our clients.

The ideal candidate will review reported incidents, will perform root cause analysis and deep diagnostics while maintaining ownership of the relationship with the client until the incident is resolved. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great customer service skills allowing them to confidently interact with customers and explain highly technical concepts in simple, easy to understand terms. Proactive communication and engagement with product owners, sales, engineers and devops teams are required.

Responsibilities:

●Troubleshoot and analysis of system issues as they arise

●Join critical incident calls for priority issues as the Digital Solution Expert

●Work with Engineering teams to troubleshoot and resolve issues

●Analyze & Enhance digital platforms in terms of solution, stability & scalability

●Manage application monitor notifications and review systems to proactively address problems to meet or exceed expected performance

●Assure that service and change requests are reviewed, responded to, and resolved in a timely manner.

●Assist with escalated requests or issues to achieve high customer satisfaction and maintain involvement though resolution.

●Onboard and configure new clients onto our digital solutions and applications

●Work with Project Management, Sales, and Implementation teams on Proof-of-Concepts, and some scoping and sizing requests

●Identify areas of process improvements and automations

●Bring Efficiencies in solutions by automating our solutions & reducing turnaround time

●Apply best practices in IT service delivery principles , incident management, problem management, and change management

●Coordinate and system changes and represent the team on Change Management meetings

●Have a customer focused mindset to provide exemplary customer service

●Have excellent stakeholder management skills and experience in dealing with business stakeholders

●Ensure effective and consistent status communications with customer, team, and management

●Participate in on call duty rotation

Qualifications:

●Minimum Bachelor’s degree or equivalent experience

●Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment

●Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions

●Experience with Content Service Platforms (CSP/ECM) such as Alfresco, Hyland, M-Files or Nuxeo strongly desired

●Experience in working with geographically distributed teams

●Experience with Google Cloud Platform strongly desired or other cloud platforms

●Experience with AWS Cloud platform is a plus

●Experience with Devops best practices and tools

●Experience in document management desired

●Strong experience in Linux

●Experience with Bash, Python scripting

●Experience with REST APIs, JavaScript

●Excellent ticketing experience

●Excellent remote troubleshooting experience

●Excellent customer service skills

●Familiarity with Splunk and Datadog

●Familiarity with Docker, Kubernetes, Elasticsearch, MongoDB

●Experience with SQL and database concepts

●Good training and knowledge transfer skills and experience

●Experience working with and coordinating issue resolution with 3rd party vendors

●Excellent written and verbal communications skills with external customers in Spanish and English

●Be self motivated with minimal supervision

●Be able to work in a fast paced collaborative environment with a global team

●Minimum 5 years experience in leading & supporting Enterprise level applications Proprietary & Confidential Application Support Engineer eFORCE, Inc Page 2 of 3

Education: BS, MS or MBA from accredited/recognized university

Reasonable Accommodation: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Category: Information Technology