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. About the Opportunity The Incident and Problem Manager will play a crucial role in our Global IT Service Management Team, ensuring the smooth operation of IT services by swiftly detecting, responding to, and mitigating service-impacting events. This position is ideal for those with a background in infrastructure or application support, ready to transition into ITIL/ITSM roles. You'll leverage data analytics and ITIL principles to prevent incidents and resolve problems efficiently, driving continuous improvement and maintaining high service standards. Responsibilities Swiftly detect and respond to service-impacting events. Triage incidents and drive effective mitigation strategies. Lead major incident meetings and facilitate the service restoration process. Conduct technical troubleshooting in infrastructure and application services. Analyze data patterns to identify recurring incidents and underlying problems. Develop and implement proactive measures to prevent incidents. Collaborate with cross-functional teams to ensure timely resolution of issues. Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths. Drive process improvement initiatives to enhance efficiency and effectiveness. Ensure compliance with ITIL principles and best practices. Minimum Requirements Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Strong communication and interpersonal skills, with fluency in English for both spoken and written communication with the ability to manage large conference/bridge calls. Two to three years of hands-on support experience in infrastructure and/or application services. Five+ years of experience in critical incident and problem management (ITSM/ITIL). Desired knowledge of three-tier architectures, microservices, Kubernetes, and network configurations. Excellent analytical skills and experience with data analytics, particularly ServiceNow ITSM data. Proven track record in leading major incident meetings and driving root cause analysis. Experience with ServiceNow, Remedy, or Jira Service Management. Flexibility to work within a global shift rota and be on-call as required. ITIL certification(s) and advanced ServiceNow data and reporting capabilities are a plus. Iron Mountain is committed to intentionally creating and supporting an inclusive and diverse workforce. Do you want to know more about our DEI efforts? Click here. At Iron Mountain, we challenge ourselves and inspire others to create innovative business solutions that make a positive environmental and social impact. Do you want to know more about our sustainability efforts? Click here. Employee Resource Groups Do you want to get involved and make a difference? By joining Iron Mountain, you can also be part of our Employee Resource Groups. #J-18808-Ljbffr
