Digital Crisis Manager

hace 2 semanas


Colombia Iron Mountain A tiempo completo
About the Opportunity

We are seeking a skilled Digital Crisis Manager to join our Global IT Service Management Team at Iron Mountain. In this critical role, you will play a pivotal part in ensuring the seamless operation of our IT services by rapidly identifying, responding to, and mitigating service-disrupting events.

Key Responsibilities
  • Rapidly detect and respond to service-disrupting events with precision and speed.
  • Triage incidents efficiently, driving effective mitigation strategies that minimize downtime.
  • Lead major incident meetings and facilitate the service restoration process, ensuring timely resolution.
  • Conduct technical troubleshooting in infrastructure and application services, leveraging expertise to resolve complex issues.
  • Analyze data patterns to identify recurring incidents and underlying problems, developing proactive measures to prevent future occurrences.
  • Collaborate closely with cross-functional teams to ensure timely resolution of issues and maintain high service standards.
  • Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths.
Requirements

To be successful as a Digital Crisis Manager, you will need:

  • A Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Strong communication and interpersonal skills, with fluency in English for both spoken and written communication.
  • Two to three years of hands-on support experience in infrastructure and/or application services.
  • Five+ years of experience in critical incident and problem management (ITSM/ITIL).
Preferred Qualifications

While not mandatory, we encourage candidates with:

  • Desired knowledge of three-tier architectures, microservices, Kubernetes, and network configurations.
  • Excellent analytical skills and experience with data analytics, particularly ServiceNow ITSM data.
  • Proven track record in leading major incident meetings and driving root cause analysis.
  • Experience with ServiceNow, Remedy, or Jira Service Management.
  • Flexibility to work within a global shift rota and be on-call as required.
  • ITIL certification(s) and advanced ServiceNow data and reporting capabilities.
Compensation

The estimated annual salary for this position is $85,000 - $110,000, depending on location and qualifications.



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