Incident/Change Manager

hace 4 semanas

Ecatepec de Morelos, México Iron Mountain A tiempo completo

At Iron Mountain, we're committed to delivering expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We're seeking a skilled Incident and Problem Manager to join our dynamic Global IT Service Management Team.

This role is ideal 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).
  • 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.
  • 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.
  • 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.

Your Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field with aprox 15 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.

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