Act as the primary Major Incident Manager to assess critical disruptions and direct cross-functional teams to swiftly restore services.
Run the end-to-end Problem Management process by executing reactive root-cause analysis (RCA) and performing proactive trend analysis to prevent recurring incidents.
Define, implement, and maintain ITIL/ITSM best practices and Continual Service Improvement (CSI) models to streamline customer interactions and achieve global process adherence.
Identify and define key performance indicators (KPIs) and reporting packages to deliver detailed performance reporting and insights to executive leadership and clients.

4–7 years of experience in service management, systems engineering, or process development within a matrixed organization.
Deep operational knowledge of the ITIL service lifecycle, Configuration Management Databases (CMDB), and critical data center infrastructure systems.
Hands-on experience analyzing historical operational data using leading service management tools such as ServiceNow and telephony software.
A Bachelor’s degree in a technical or business discipline and a valid ITIL Certification.

Competitive compensation and benefits packages aligned with your experience level.
Paid time off, holiday schedules, and flexible work options to support personal well-being.
Comprehensive health, wellness, and retirement plans.
Meaningful opportunities for continuous learning and professional career growth within Iron Mountain.

Service Management Incident Manager I

Key skills