Incident/Change Manager

hace 4 semanas


Xico, México Iron Mountain A tiempo completo

About Iron Mountain

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.

Job Summary

We're seeking a skilled and proactive Incident and Problem Manager to join our dynamic Global IT Service Management Team. As an Incident/Change Manager, 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.

Key Responsibilities

  • Proactively identify potential issues and implement proactive measures to prevent incidents
  • Efficiently resolve problems when they arise, ensuring timely resolution and minimizing impact on business operations and external customers
  • Drive the root cause of incidents with short-term and permanent corrective actions and establish service improvement plans
  • Collaborate with cross-functional teams to ensure smooth functioning of our IT services
  • Develop and maintain incident management documentation, including processes, procedures, workflows, and escalation paths

Requirements

  • Two to three years of hands-on support experience in infrastructure and/or application services
  • Critical Incident and Problem management experience (ITSM/ITIL)
  • Five plus years of hands-on leading major incident meetings, facilitating service restoration process across various cross-functional teams
  • Deep knowledge and experience in driving root cause analysis and establishing service improvement plans
  • Ability to decompose complex/critical incoming issues and assemble resources from various support teams
  • Proven track record in process improvement initiatives realizing significant time and efficiency gains
  • Data analytics experience (ex-ServiceNow ITSM data)
  • Strong strategic thinking and analytical skills to troubleshoot complex technical issues
  • Excellent communication and interpersonal skills, with ability to collaborate effectively with stakeholders at all levels
  • English is mandatory (speak and write)

Preferred Qualifications

  • 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)

What We Offer

Iron Mountain offers a dynamic and supportive work environment, with opportunities for professional growth and development. We're committed to fostering a culture of innovation, collaboration, and continuous improvement.



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