Incident/Problem Management Professional
hace 3 días
At Iron Mountain, our goal is to provide expert, sustainable solutions that make a positive impact on our customers, employees, and the planet. As an Incident/Problem Manager, you will play a crucial role in ensuring the smooth functioning of our IT services.
We are seeking a proactive and skilled Incident and Problem Manager to join our dynamic Global IT Service Management Team. In this critical role, you will be responsible for detecting and responding to service-impacting events, triaging and driving effective mitigation strategies, and ensuring the timely resolution of issues.
This position 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 are looking for someone who brings technical expertise, possesses a comprehensive understanding of incident management processes, and can leverage data analytics for informed decision-making.
The successful candidate will have two to three years of hands-on support experience in infrastructure and or application services, with direct involvement in incident service restoration and technical troubleshooting. Additionally, they will have five plus years of experience leading major incident meetings, facilitating service restoration processes, and driving root cause analysis and corrective actions.
Key responsibilities will include technology support experience, critical incident and problem management experience, data analytics experience, and incident service restoration bridge call facilitation experience. The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, with 15 years of experience or more.
We offer a flexible work environment, with the ability to work within a 'Follow the Sun' global shift rota, covering local day-time hours, including holidays and weekends. The successful candidate will be required to be 'on-call' as part of an on-call rotation outside of normal business hours.
ITIL certification(s) such as ITIL Foundation or higher are highly desirable, as well as advanced ServiceNow data and reporting capabilities. Previous experience working with ITSM Change, Knowledge Management, IT Service Continuity, and Disaster Recovery concepts is also beneficial.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and skilled individual who is passionate about driving continuous improvement, we encourage you to apply for this exciting opportunity.
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