Job Information
Iron Mountain Incident/Problem Senior Analyst in Sao Paulo, Brazil
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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
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ABOUT THE OPPORTUNITY…
The Incident and Problem Specialist will play a crucial role in our Global IT Service Management Team, ensuring the smooth operation of IT services by swiftly detecting, responding to, and mitigating service-impacting events. This position is ideal for those with a background in infrastructure or application support, ready to transition into ITIL/ITSM roles. You'll leverage data analytics and ITIL principles to prevent incidents and resolve problems efficiently, driving continuous improvement and maintaining high service standards.
KEY RESPONSIBILITIES…
Swiftly detect and respond to service-impacting events.
Triage incidents and drive effective mitigation strategies.
Lead major incident meetings and facilitate the service restoration process.
Conduct technical troubleshooting in infrastructure and application services.
Analyze data patterns to identify recurring incidents and underlying problems.
Develop and implement proactive measures to prevent incidents.
Collaborate with cross-functional teams to ensure timely resolution of issues.
Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths.
Drive process improvement initiatives to enhance efficiency and effectiveness.
Ensure compliance with ITIL principles and best practices.
YOUR QUALIFICATIONS…
Bachelor's degree in Computer Science, Information Technology, or a related field.
Two to three years of hands-on support experience in infrastructure and/or application services.
Three to five years of experience in critical incident and problem management (ITSM/ITIL).
Strong knowledge of three-tier architectures, microservices, Kubernetes, and network configurations.
Excellent analytical skills and experience with data analytics, particularly ServiceNow ITSM data.
Proven track record in leading major incident meetings and driving root cause analysis.
Strong communication and interpersonal skills, with fluency in English for both spoken and written communication with the ability to manage large conference/bridge calls..
Experience with ServiceNow, Remedy, or Jira Service Management.
Flexibility to work within a global shift rota and be on-call as required.
ITIL certification(s) and advanced ServiceNow data and reporting capabilities are a plus.
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.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
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: J0075409