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Role Description

Iron Mountain is seeking a skilled, highly motivated Sr. IT Application Support Analyst 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.

• 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, DevOps, 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.

Qualifications

• Requires US Citizenship.
• Requires a Bachelor’s degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university).
• Minimum 5 years’ experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.
• Advanced level experience supporting a multi-tier on-prem 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.
• Strong experience with Linux.
• Excellent written and verbal communication skills with external customers, and a customer-focused mindset to explain highly technical concepts simply.

Requirements

• Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, or REST API technologies.
• Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo.
• Experience with Python scripting and excellent ticketing experience in ServiceNow or JIRA.

Benefits

• Competitive compensation and benefits aligned with the experience.
• Location: US, 100% remote (Candidates must be residing in the USA).
• Shifts: Open to participate in shift rotations and on-call rotations required.
• Number of days - paid time off/holidays; Flexible work options/alternative work options to support work–life balance.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.