Service Management Incident Manager IJob Summary Iron Mountain is seeking a proactive and effective Service Management Incident Manager I to join our Data Center Service Management team. In this role, you will be responsible for driving the design, execution, and continuous optimization of global service management processes with a primary focus on Incident, Major Incident, and Problem Management. You will serve as a key operational leader to minimize operational downtime, manage critical major incidents in real-time, and eliminate systemic issues across global locations.
What You'll Do (Responsibilities) In this role, you will:- Lead Major Incident Response: Act as the primary Major Incident Manager to assess critical disruptions, direct cross-functional teams to swiftly restore services, and participate in mandatory on-call rotations.
- Own Root-Cause Analysis: Run the end-to-end Problem Management process by executing reactive root-cause analysis (RCA) and performing proactive trend analysis to prevent recurring incidents.
- Design ITSM Processes: Define, implement, and maintain ITIL/ITSM best practices and Continual Service Improvement (CSI) models to streamline customer interactions and achieve global process adherence.
- Architect Performance Metrics: Identify and define key performance indicators (KPIs) and reporting packages to deliver detailed performance reporting and insights to executive leadership and clients.
What You'll Bring (Skills & Qualifications) The ideal candidate will have:- Professional Experience: 4-7 years of experience in service management, systems engineering, or process development within a matrixed organization.
- Technical Domain Expertise: Deep operational knowledge of the ITIL service lifecycle, Configuration Management Databases (CMDB), and critical data center infrastructure systems.
- Platform & Data Proficiency: Hands-on experience analyzing historical operational data using leading service management tools such as ServiceNow and telephony software.
- Mandatory Education & Certification: A Bachelor's degree in a technical or business discipline and a valid ITIL Certification.
What We Offer (Benefits) *
Compensation: Competitive compensation and benefits packages aligned with your experience level.
- Work-Life Balance: Paid time off, holiday schedules, and flexible work options to support personal well-being.
- Health & Well-being: Comprehensive health, wellness, and retirement plans.
- Growth: Meaningful opportunities for continuous learning and professional career growth within Iron Mountain.
#Li-Remote
Reasonably expected salary range: $93,400.00 - $124,500.00
Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.Category: Information Technology
