Incident Response Specialist

hace 4 días


Xico, México Iron Mountain A tiempo completo

About the Role:

We're seeking a skilled and proactive Incident and Problem Manager to join our dynamic Global IT Service Management Team at Iron Mountain. As a key member of our team, you'll play a critical role in swiftly detecting and responding to service-impacting events, triaging, and driving effective mitigation strategies.

Key Responsibilities:

  • Proactively identify potential issues and implement measures to prevent incidents.
  • Efficiently resolve problems when they arise.
  • Facilitate major incident meetings and manage the service restoration process across cross-functional teams.
  • Drive root cause analysis and establish service improvement plans.
  • Analyze data patterns to identify recurring incidents and derive actionable insights.
  • Contribute to creating and updating incident management documentation.

Requirements:

  • Two to three years of hands-on support experience in infrastructure and/or application services.
  • Experience in incident service restoration and technical troubleshooting.
  • Knowledge of product/application architectures, microservices, and network configurations.
  • Five or more years leading major incident management calls.
  • Experience with data analytics and ITSM tools like ServiceNow, Remedy, or Jira Service Management.
  • Bachelor's degree in Computer Science, Information Technology, or a related field with approximately 10 years of experience.
  • ITIL certification(s) such as ITIL Foundation or higher.

About Iron Mountain:

We're committed to creating and supporting an inclusive and diverse workforce. We challenge ourselves and inspire others to create innovative business solutions that make a positive environmental and social impact.



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