Senior It Application Support Engineer Job in Iron Mountain

Summary:

The Sr. IT Application Support Analyst (Level 3 Support) will be part of the Global Product Support organization. This organization supports Digital Solutions 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 customer's digital transformation and expanding Iron Mountain's relevance as 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, in addition to supporting existing digital solutions across multiple platforms.

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, and change management.

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:

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 though 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

Have a customer focused mindset to provide exemplary customer service

Have excellent stakeholder management skills and experience in dealing with business stakeholders

Ensure effective and consistent status communications with customer, team, and management

Participate in on call duty rotation

Qualifications:

Minimum Bachelor s degree or equivalent experience

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

Experience with Content Service Platforms (CSP/ECM) such as Alfresco, Hyland, M-Files or Nuxeo strongly desired

Experience in working with geographically distributed teams

Experience with Google Cloud Platform strongly desired or other cloud platforms

Experience with AWS Cloud platform is a plus

Experience with Devops best practices and tools

Experience in document management desired

Strong experience in Linux

Experience with Bash, Python scripting

Experience with REST APIs, JavaScript

Excellent ticketing experience

Excellent remote troubleshooting experience

Excellent customer service skills

Familiarity with Splunk and Datadog

Familiarity with Docker, Kubernetes, Elasticsearch, MongoDB

Experience with SQL and database concepts

Good training and knowledge transfer skills and experience

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

Excellent written and verbal communications skills with external customers in Spanish and English

Be self motivated with minimal supervision

Be able to work in a fast paced collaborative environment with a global team

Minimum 5 years experience in leading & supporting Enterprise level applications Proprietary & Confidential Application Support Engineer eFORCE, Inc Page 2 of 3

Education: BS, MS or MBA from accredited/recognized university

Reasonable Accommodation: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Category: Information Technology

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0075979