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Incident/Problem Manager
hace 1 mes
At Iron Mountain, we're committed to delivering exceptional IT services that meet the evolving needs of our customers. As an Incident/Problem Manager, you'll play a critical role in ensuring the smooth operation of our IT services, leveraging data analytics and ITIL principles to prevent incidents and resolve problems efficiently.
Key Responsibilities:
- Detect and respond to service-impacting events in a timely and effective manner.
- Triage incidents and drive mitigation strategies to minimize downtime and ensure business continuity.
- Lead major incident meetings and facilitate service restoration processes.
- Conduct technical troubleshooting in infrastructure and application services to identify root causes.
- Analyze data patterns to identify recurring incidents and develop proactive measures to prevent them.
- Collaborate with cross-functional teams to ensure timely resolution of issues and drive process improvement initiatives.
- Ensure compliance with ITIL principles and best practices, and maintain incident management documentation.
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.
- 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.
Iron Mountain is a global leader in information management and data protection, serving over 225,000 customers worldwide. We're committed to preserving the world's most valuable assets and protecting our customers' data privacy in innovative and socially responsible ways.
