Sr. IT Application Support Analyst; Level 3

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Iron Mountain is seeking a skilled, highly motivated Sr. IT Application Support Analyst (Level 3 Support) to join our Global Technical Application Support organization, with a special focus on supporting our US government clients.

In this critical role, you will be responsible for providing expert-level technical support, troubleshooting, and deep diagnostics for our cutting-edge Digital Solutions applications deployed on cloud services, ensuring maximum stability and performance for our customers.

In this role, you will:

• Lead the resolution of complex, critical application incidents, performing root cause analysis and deep diagnostics while maintaining ownership of the client relationship until the issue is fully resolved.

• Collaborate proactively with Engineering, Dev Ops, Product Owners, and Sales teams to troubleshoot issues, enhance digital platforms for stability and scalability, and onboard new clients onto our digital solution platform.

• Ensure application stability by actively monitoring systems, managing alert notifications, and participating in required shift and on-call rotations to meet or exceed expected performance.

• Drive continuous process improvement and automation to bring efficiencies to solutions, reduce turnaround time, and apply best practices in IT service delivery, Incident, Problem, and Change Management.

The ideal candidate will have:

• Minimum 5 years’ experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.

• Cloud Infrastructure (AWS/Azure/GCP):
  Familiarity with cloud services related to application hosting, such as EC2, S3, RDS, Azure App Services, or Google Compute Engine.

• Advanced level experience supporting a multi-tier on-perms or cloud-based architecture, with strong proficiency in one or more major cloud service providers to troubleshoot via log analysis and monitoring tools.

• Deep understanding of IT service delivery principles and demonstrated experience in Incident Management, Problem Management, and Change Management.

• Operating Systems & Networking
  :
  Proficiency in Linux/Unix command line tools for log analysis, process management, scripting, and understanding TCP/IP, DNS, and load balancing concepts.

• Excellent written and verbal communication skills with external customers, and a customer-focused mindset to explain highly technical concepts simply.

• US Citizenship

• Eligibility/willingness to submit for a U.S. Government Security Clearance

• Participate in shift rotations and on-call rotations required

• Experience with Dev Ops best practices and tools, Docker, Kubernetes, Mongo
  
  DB, or REST API technologies.

• Scripting & Automation
  :
  Strong skills in languages like Python, Power Shell, Bash, or Perl to automate maintenance tasks, deploy fixes, and create custom monitoring tools.

• Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo.

• Experience with Python scripting and excellent ticketing experience in Service Now or JIRA.

• Minimum Bachelor’s degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university).

• Competitive compensation and benefits aligned with the experience.

• Locat…