Digital Crisis Manager
hace 2 semanas
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.
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).
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.
The estimated annual salary for this position is $85,000 - $110,000, depending on location and qualifications.
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