Service Delivery Operations Manager

hace 3 semanas


Colombia Iron Mountain A tiempo completo

At Iron Mountain, we recognize the significance of effective IT service delivery in driving business success. To achieve this, we are seeking a seasoned professional to join our Global IT Service Management Team as an Incident/Problem Manager.

About the Opportunity

This role is ideal for individuals with a background in infrastructure or application support looking to transition into ITIL/ITSM roles. As an Incident/Problem Manager, you will play a crucial part in ensuring the smooth operation of IT services by detecting, responding to, and mitigating service-impacting events.

You will leverage data analytics and ITIL principles to prevent incidents and resolve problems efficiently, driving continuous improvement and maintaining high service standards. Your expertise in critical incident and problem management will be instrumental in identifying root causes and implementing proactive measures to prevent future incidents.

Key Responsibilities
  1. Detect and Respond: Swiftly identify and respond to service-impacting events, minimizing downtime and ensuring seamless service restoration.
  2. Triage and Mitigation: Effectively triage incidents and drive mitigation strategies, collaborating with cross-functional teams to ensure timely resolution.
  3. Incident Leadership: Lead major incident meetings, facilitating the service restoration process and ensuring effective communication among stakeholders.
  4. Technical Troubleshooting: Conduct thorough technical troubleshooting in infrastructure and application services, analyzing data patterns to identify recurring incidents.
  5. Data Analysis: Analyze data to identify underlying problems and develop proactive measures to prevent incidents.
  6. Process Improvement: Drive process improvement initiatives to enhance efficiency and effectiveness, ensuring compliance with ITIL principles and best practices.
Requirements

To succeed in this role, you will require:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Strong communication and interpersonal skills, with fluency in English.
  • 2-3 years of hands-on support experience in infrastructure and/or application services.
  • 5+ years of experience in critical incident and problem management (ITSM/ITIL).
  • 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.

We offer a competitive salary range of $80,000 - $110,000 per annum, commensurate with experience, plus additional benefits and incentives.



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