Get introduced to the
most exciting companies in
our portfolio.

Job Description

Job Summary

We are actively seeking a proactive and skilled Incident and Problem

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

critical role, you will 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 are 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).

○ 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.

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.

Education

● Bachelors degree in Computer Science, Information Technology, or a

related field is required.

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.

Requisition: J0076506