IT Service Management Specialist

hace 5 días


Ciudad de México, Ciudad de México Iron Mountain A tiempo completo
About the Role

Iron Mountain is seeking a highly skilled IT Service Management Specialist to join our Global IT Service Management Team. As an Incident Resolution Expert, you will play a critical role in ensuring the smooth operation of our IT services by detecting, responding to, and mitigating service-impacting events.

Key Responsibilities
  • Swiftly detect and respond to service-impacting events using data analytics and ITIL principles.
  • Triage incidents and drive effective mitigation strategies to minimize downtime.
  • 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 and improve overall service quality.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Two to three years of hands-on support experience in infrastructure and/or application services.
  • Three to 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.
Benefits

We offer a competitive salary of $80,000 - $110,000 per year, depending on experience, as well as a range of benefits including health insurance, retirement plans, and paid time off. If you are passionate about delivering exceptional service and have a strong background in IT service management, we encourage you to apply for this exciting opportunity.



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