Service Management Incident Manager

Job Summary

Iron Mountain is seeking a proactive and effective Service Management Incident Manager I to join our Data Center Service Management team. In this role, you will be responsible for driving the design, execution, and continuous optimization of global service management processes with a primary focus on Incident, Major Incident, and Problem Management. You will serve as a key operational leader to minimize operational downtime, manage critical major incidents in real‑time, and eliminate systemic issues across global locations.

• Lead Major Incident Response:
  Act as the primary Major Incident Manager to assess critical disruptions, direct cross‑functional teams to swiftly restore services, and participate in mandatory on‑call rotations.
• Own Root‑Cause Analysis:
  Run the end‑to‑end Problem Management process by executing reactive root‑cause analysis (RCA) and performing proactive trend analysis to prevent recurring incidents.
• Design ITSM Processes:
  Define, implement, and maintain ITIL/ITSM best practices and Continual Service Improvement (CSI) models to streamline customer interactions and achieve global process adherence.
• Architect Performance Metrics:
  Identify and define key performance indicators (KPIs) and reporting packages to deliver detailed performance reporting and insights to executive leadership and clients.

• Professional
  
  Experience:
  
  4–7 years of experience in service management, systems engineering, or process development within a matrixed organization.
• Technical Domain Expertise:
  Deep operational knowledge of the ITIL service lifecycle, Configuration Management Databases (CMDB), and critical data center infrastructure systems.
• Platform & Data Proficiency:
  Hands‑on experience analyzing historical operational data using leading service management tools such as Service Now and telephony software.
• Mandatory Education & Certification: 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.

Reasonably expected salary range: $93,400.00 - $. Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommod Please see the Supplement to learn more about Equal Employment Opportunity.