Incident Response Specialist
hace 4 días
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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