Support Analyst
Support Analyst
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Job Description
At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre 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 225000 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 lets start the conversation.
THE OPPORTUNITY:
Title: Sr. IT Application Support Analyst (Level 3 Support)
Location: Poland 100% remote (EU Resident only)
Permanent role full time employee
Primary purpose of the role:
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.
About the opportunity:
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 customers digital transformation and expanding Iron Mountains 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.
Your role in our mission:
- 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
- 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 application
- 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 Bachelors degree or equivalent experience
- Experience with Content Service Platforms (CSP/ECM) such as Alfresco Hyland M-Files or Nuxeo strongly desired
- Minimum 5 years experience in leading & supporting Enterprise level applications
- 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
- Familiarity with Splunk and Datadog
- Familiarity with Docker Kubernetes Elasticsearch MongoDB
- Experience with SQL and database concepts
Discover what awaits you:
- Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain a global organization that embraces transformation and innovation.
- Empowering Inclusion: Join a supportive environment where everyones voice is heard opinions are valued and feedback is encouraged fostering an atmosphere of inclusion and belonging.
- Global Connectivity: Connect with 26000 talented individuals from 59 countries opening doors to diverse cultures and fostering global learning opportunities.
- Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
- Competitive Total Rewards: supporting your career at Iron Mountain family personal wellness and wellbeing. (Local benefits may vary based on country-specific policies.)
- Embrace Flexibility: Experience the freedom of remote/hybrid work enabling a harmonious work-life balance (dependent on role).
- Unleash Your Potential: Access abundant opportunities for personal and professional growth preparing you for a digitalized future.
- Valuing Every Contribution: Join a workplace that actively encourages and supports all talents recognizing the unique impact of each individual.
- Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce leaving an enduring legacy for generations to come.
#LI-Remote
Category: Information Technology
Required Experience:
IC
Employment Type
Full-Time
