Incident Manager

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Iron Mountain A tiempo completo
About the Opportunity

We are seeking a skilled Incident and Problem Manager to join our Global IT Service Management Team at Iron Mountain. As a key member of our team, you will play a crucial role in ensuring the smooth operation of IT services by detecting, responding to, and mitigating service-impacting events.

Key Responsibilities
  1. Incident Detection and Response: Swiftly detect and respond to service-impacting events, leveraging data analytics and ITIL principles to prevent incidents and resolve problems efficiently.
  2. Triage and Mitigation: Triage incidents and drive effective mitigation strategies, collaborating with cross-functional teams to ensure timely resolution of issues.
  3. Major Incident Management: Lead major incident meetings and facilitate the service restoration process, ensuring compliance with ITIL principles and best practices.
  4. Technical Troubleshooting: Conduct technical troubleshooting in infrastructure and application services, analyzing data patterns to identify recurring incidents and underlying problems.
  5. Process Improvement: Develop and implement proactive measures to prevent incidents, driving process improvement initiatives to enhance efficiency and effectiveness.
  6. Documentation and Compliance: Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths, ensuring compliance with ITIL principles and best practices.
Requirements
  1. Education: Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
  2. Communication and Interpersonal Skills: Strong communication and interpersonal skills, with fluency in English for both spoken and written communication.
  3. Experience: Two to three years of hands-on support experience in infrastructure and/or application services, and five+ years of experience in critical incident and problem management (ITSM/ITIL).
  4. Desired Skills: Knowledge of three-tier architectures, microservices, Kubernetes, and network configurations, as well as experience with ServiceNow, Remedy, or Jira Service Management.
  5. Flexibility: Flexibility to work within a global shift rota and be on-call as required.

Iron Mountain is committed to creating and supporting an inclusive and diverse workforce, and we challenge ourselves and inspire others to create innovative business solutions that make a positive environmental and social impact.

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