Incident/Problem Manager

hace 4 semanas


Ciudad de México, Ciudad de México Iron Mountain A tiempo completo

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 by swiftly detecting, responding to, and mitigating service-impacting events.

About the Opportunity

The Incident and Problem Manager will be part of our Global IT Service Management Team, working closely with cross-functional teams to ensure timely resolution of issues. You'll leverage data analytics and ITIL principles to prevent incidents and resolve problems efficiently, driving continuous improvement and maintaining high service standards.

Key Responsibilities

  • Detect and respond to service-impacting events
  • Triage incidents and drive effective mitigation strategies
  • Lead major incident meetings and facilitate service restoration
  • 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
  • Collaborate with cross-functional teams to ensure timely resolution of issues
  • Create and maintain incident management documentation
  • Drive process improvement initiatives to enhance efficiency and effectiveness
  • Ensure compliance with ITIL principles and best practices

Your Qualifications

  • 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

Category: Information Technology


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