IT Application Support Analyst

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 Opportunity:

• Title: IT Application Support Analyst (Level 3 Support)
• Location: US, 100% remote
• Permanent role, full time employee

Specific Requirements: US Citizenship (Candidates must be residing in the USA), be eligible and willing to submit for a U.S. Government Security Clearance, open to participate in shift rotations and on- call rotations required.

Summary:

We are looking for a talented 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

Qualifications:

• Experience supporting solutions in Google Cloud or AWS platforms is strongly desired
• Experience supporting FedRAMP Authorized platforms is a plus
• Minimum 5 years’ experience in leading & supporting Enterprise level applications 
• Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment
• Excellent remote troubleshooting experience 
• Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions
• 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 
• Python scripting, Docker, Kubernetes, MongoDB, REST API technologies desired
• Excellent ticketing experience in ServiceNow or JIRA
• Excellent written and verbal communications skills with external customers and strong customer service skills
• Good documentation skills and experience writing support documentation 
• Good training and knowledge transfer skills and experience
• Be self-motivated with minimal supervision and  able to work in a fast paced collaborative environment with a global team

Education:

• Minimum Bachelor’s degree or applicable work experience BS, MS or MBA from  accredited/recognized university

#Veterans Welcome

#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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Category: Information Technology