Incident/Problem Manager

hace 2 días


Veracruz, Veracruz-Llave, México Iron Mountain A tiempo completo

Job Summary:

The Incident and Problem Senior Analyst will play a crucial role in our Global IT Service Management Team at Iron Mountain, 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.

Key Responsibilities:

  • Incident Detection and Response: Swiftly detect and respond to service-impacting events, leveraging data analytics and ITIL principles to prevent incidents and resolve problems efficiently.
  • Triage and Mitigation: Triage incidents and drive effective mitigation strategies, leading major incident meetings and facilitating the service restoration process.
  • Technical Troubleshooting: Conduct technical troubleshooting in infrastructure and application services, analyzing data patterns to identify recurring incidents and underlying problems.
  • Process Improvement: Develop and implement proactive measures to prevent incidents, drive process improvement initiatives to enhance efficiency and effectiveness, and ensure compliance with ITIL principles and best practices.
  • Collaboration and Communication: Collaborate with cross-functional teams to ensure timely resolution of issues, creating and maintaining incident management documentation, including processes, procedures, workflows, and escalation paths.
  • 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).
    • Strong 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.
    • Strong communication and interpersonal skills, with fluency in English for both spoken and written communication with the ability to manage large conference/bridge calls.
    • 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.


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