Sr. IT Application Support Analyst (Level 3 Support)

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Digital Business Unit partners with our customers to safeguard their data, assets, and reputation from internal and external threats such as disasters, ransomware, and shifts in the market. We achieve this through a unified asset and data strategy that protects data and other assets in accordance with corporate and regulatory handling policies; unlocks data through digitization to move the business forward through automation and optimized governance and access, while minimizing risk; and transforms data into insights to enhance and accelerate decision-making and enable real-time automation.

Summary: 

The Sr. IT Application Support Analyst (Level 3 Support) will be part of our Global Technical Application Support organization, with special focus on supporting our US government clients.  This position requires US Citizenship and be eligible and willing to submit for a U.S. Government security clearance.  This is a remote position.  Candidates must be residing in the USA. Participate in shift rotations and on- call rotations required.

This organization is responsible for technical and operational support for the Digital products at Iron Mountain. Digital Solutions enable full lifecycle management for customers’ physical and digital records and information and provide predictive insights into that information, through a consumer quality user experience. This critical organization is instrumental in supporting Iron Mountain customers’ digital transformation and expanding Iron Mountain's relevance as a global Information Management Services provider. We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services.

We are looking for a talented Sr. IT Application Support Analyst who has the experience necessary to monitor, troubleshoot and maintain the stability and performance of applications deployed on cloud services. The candidate has in-depth knowledge of IT service delivery principles , incident management, problem management, change management and troubleshooting cloud services.

The candidate has a  solid understanding of cloud services, DevOps best practices and tools in order to onboard new clients onto our digital solution platform. When needed, this candidate will provide technical leadership to other team members and will manage the completion and communication of planned work. In this role, the candidate can pivot from planned work to unplanned mission critical tasks that demand quick responses in order to delight our clients.

The ideal candidate will review reported incidents, will perform root cause analysis and deep diagnostics while maintaining  ownership of the relationship with the client until the incident is resolved. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great  customer service skills allowing them to confidently interact with customers and explain highly technical concepts in simple, easy to understand terms. Proactive communication and engagement with product owners, sales, engineers and devops teams are required.

Responsibilities:

• Participate in shift rotations and on call rotations 
• Troubleshoot and analysis of system issues as they arise
• Join critical incident calls for priority issues as the Digital Solution Expert
• Work with Engineering teams to troubleshoot and resolve issues
• Analyze & Enhance digital platforms in terms of solution, stability & scalability
• Manage application monitor notifications and review systems to proactively address problems to meet or exceed expected performance
• Assure that service and change requests are reviewed, responded to, and resolved in a timely manner.
• Assist with escalated requests or issues to achieve high customer satisfaction and maintain involvement through resolution.
• Onboard and configure new clients onto our digital solutions and applications
• Work with Project Management, Sales, and Implementation teams on Proof-of-Concepts, and some scoping and sizing requests
• Identify areas of process improvements and automations 
• Bring Efficiencies in solutions by automating our solutions & reducing turnaround time
• Apply best practices in IT service delivery principles , incident management, problem management, and  change management 
• Coordinate and system changes and represent the  team on Change Management meetings
• Customer Focused mindset to provide exemplary customer service 
• Excellent stakeholder management skills and experience in dealing with business stakeholders
• Ensure effective and consistent status communications with customer, team, and management
• On call duty rotation

Qualifications:

• US citizenship and residency in US soil
• Experience supporting FedRAMP Authorized platforms is a plus
• Eligible and willing to submit for U.S. Government security clearances
• Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files or Nuxeo strongly desired
• Deep understanding of IT service delivery principles best practices and demonstrated experience in: incident management, problem management, and change management
• Self motivated and be able to work independently to drive solutions with minimal supervision is required
• Strong experience in Linux
• Strong proficiency in one or more major cloud service providers to troubleshoot application issues via log analysis, monitoring tools and understanding of application states is essential
• Able to learn new skills as evolving job responsibilities require.  This includes ingesting company training and materials as well as independent self study and research
• Experience with Devops best practices and tools 
• Experience with Python scripting desired
• Experience with Docker, Kubernetes, MongoDB, REST API technologies desired
• Excellent ticketing experience in ServiceNow or JIRA
• Excellent remote troubleshooting experience 
• Excellent written and verbal communications skills with external customers
• Excellent customer service skills
• Good documentation skills and experience writing support documentation 
• Good training and knowledge transfer skills and experience
• Able to work in a fast paced collaborative environment with a global team
• Minimum 5 years experience in leading & supporting Enterprise level applications 

Education:

Minimum Bachelor’s degree or equivalent experience (BS, MS or MBA) from accredited/recognized university

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#Women Welcome

US: Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

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