Job Information
Iron Mountain Senior Technical Support Analyst in Milton Keynes, United Kingdom
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