Iron Mountain Technology Jobs

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

The Senior Technical Support Analyst will be part of the Iron Mountain Global Product Support organization. Global Support Organization provides full lifecycle management support for Customers’ physical and digital records and information and provides predictive insights into that information, through a consumer quality user experience. This role will be instrumental in supporting Iron Mountain customer's digital transformation and expanding Iron Mountain's relevance as global Information Management Services provider.

The role requires an experienced IT Professional with a proven record of being hands on, leading teams to support in a fast paced environment. The role also requires a deep understanding of ITIL principles and experience with end to end life cycle of ITSM principles. This individual will be working with different teams to ensure high quality customer support, ensure all steps of the problem life cycle are followed and FMEAs are being conducted as well as a thorough root cause analysis is completed.

We are looking for a talented Technical Support Analyst who has the experience necessary to help lead the Global Support teams for end to end customer delivery. We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services. The ideal candidate for this position can prioritize mission critical tasks and coordinate expansion of our system so updates and other maintenance tasks do not get in the way of daily operations. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great soft and customer service skills. Further experience with the Cloud Platform and Release Management process is strongly desired.

Responsibilities :

• Coordinate system changes and represent the DS Platform team on Change Management meetings

• Troubleshoot and analysis of system issues as they arise

• Join critical incident calls for priority 1 , Priority 2 issues.

• Work with Development and Engineering teams to troubleshoot and resolve issues

• Create and maintain system documentation and support processes

• Provide training and documentation to L1 teams as needed

• Communicate verbally and in writing with various stakeholders

• Work with Project Management, Sales, and Implementation teams on Proof-of-Concepts and customer onboardings

• Identify areas of process improvements and automations

Qualifications :

• Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment

• Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions

• Minimum Bachelor’s degree or equivalent experience

• Experience in working with geographically distributed teams

• Excellent written and verbal communications skills with external customers

• Experience with Cloud Platform strongly desired or other cloud platforms

• Familiarity with Splunk desired

• Familiarity with Docker, Kubernetes, ElasticSearch, REST API technologies desired

• Nice to have experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, or Nuxeo strongly desired

• Experience with MoogleDB a plus

• Experience with SQL and database concepts

• Good Documentation Skills and experience writing support documentation

• Good Training and knowledge transfer skills and experience

• Experience with server oriented architectures and web platform applications

• Experience working with and coordinating issue resolution with 3rd party vendors

What we offer

• Be part of an ever evolving global organisation focused on transformation and innovation.

• A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.

• Global connectivity to learn from 26,000+ teammates across 52 countries.

• Be part of a winning team who embrace diversity, inclusion, and our differences.

• Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing.

• In return Iron Mountain offers excellent remuneration, training and prospects associated with a global super brand.

#LI-REMOTE

Category: Information Technology Group

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0035493