THE OPPORTUNITYTitle: Sr. IT Application Support Analyst (Level 3 Support)
Location: US, 100% remote (Candidates must be residing in the USA).
Shifts: Open to participate in shift rotations and on-call rotations required.
Eligibility Requirements: Eligibility to obtain and maintain a U.S. Government security clearance.Iron Mountain is seeking a skilled, highly motivated Sr. IT Application Support Analyst (Level 3 Support) to join our Global Technical Application Support organization, with a special focus on supporting our commercial and US government clients.
In this critical role, you will be responsible for providing expert-level technical support, troubleshooting, and deep diagnostics for our cutting-edge Digital Solutions applications deployed on cloud services, ensuring maximum stability and performance for our customers.
What You'll DoIn this role, you will:• Lead the resolution of complex, critical application incidents, performing root cause analysis and deep diagnostics while maintaining ownership of the client relationship until the issue is fully resolved.
• Collaborate proactively with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance digital platforms for stability and scalability, and onboard new clients onto our digital solution platform.
• Ensure application stability by actively monitoring systems, managing alert notifications, and participating in required shift and on-call rotations to meet or exceed expected performance.
• Drive continuous process improvement and automation to bring efficiencies to solutions, reduce turnaround time, and apply best practices in IT service delivery, Incident, Problem, and Change Management.
• Take full ownership and accountability for assigned tasks and projects, ensuring they are completed with high quality and within the expected timelines.
What You'll BringThe ideal candidate will have:• Minimum 5 years' experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.
• Advanced level experience supporting cloud-based architecture and cloud-based platforms and solutions, as well as on-prem multi-tier architectures. Strong proficiency in one or more major cloud service providers to troubleshoot via log analysis and monitoring tools.
• Deep understanding of IT service delivery principles and demonstrated experience in Incident Management, Problem Management, and Change Management.
• Strong experience with Linux.
• Excellent written and verbal communication skills with external customers, and a customer-focused mindset to explain highly technical concepts simply.
Desired Skills:
• Working knowledge of cloud application support and maintenance.
• Hands-on experience with modern observability frameworks and monitoring tools (e.g.,Datadog, Grafana)
• Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, and REST API technologies.
• Experience supporting Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo is a plus.
• Experience with Python scripting and excellent ticketing experience in ServiceNow or JIRA.
• Minimum Bachelor's degree required (BS, MS, or MBA from an accredited/recognized university).
What We Offer- Day-One Benefits: Enjoy comprehensive health, wellness, and retirement plans with robust benefits starting on your first day of employment.
- Empowering Your Balance: Flexible vacation plan to support your personal and professional well-being.
- Continuous Career Development: Elevate your skills through ongoing training, corporate learning resources, and internal advancement opportunities on a global scale.
- Compensation & Care: Competitive salary commensurate with your experience, paired with a comprehensive company-wide benefits package.
Reasonably expected salary range: $107,500.00 - $143,300.00
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
