Incident/Problem Manager

Iron Mountain Incorporated

Job Overview

Location

US | IL | Remote

Job Type

Full-time

Full Job Description

📋 Description

• As an Incident/Problem Manager at Iron Mountain, you will play a critical role in maintaining the stability and integrity of IT services supporting highly sensitive U.S. Government contracts, ensuring mission-critical systems remain secure and operational.
• You will lead the end-to-end IT Service Management lifecycle by driving major incident resolution, conducting root-cause analysis, and chairing the Change Advisory Board to authorize changes with minimal risk to sensitive data.
• You will join a dedicated Global IT Service Management team focused on proactive risk management and seamless service restoration for high-profile public sector clients, working in a culture that values innovation and accountability.
• In this role, you will develop expertise in federal compliance standards, advanced ITSM tools like ServiceNow, and enterprise-scale incident and problem management, positioning you for leadership in secure IT operations.

🎯 Requirements

• Minimum of 3 years of hands-on experience in infrastructure or application services, including three-tier architectures, microservices, and Kubernetes.
• Strong knowledge of ServiceNow or similar ITSM tools for analyzing data, tracking KPIs, and deriving actionable insights across a global enterprise.
• Proven ability to manage critical incidents under pressure and lead cross-functional stakeholders through complex problem-solving and service improvement initiatives.
• Must be a U.S. Citizen or Green Card holder; employment is contingent upon obtaining and maintaining required federal security clearances.
• Availability to participate in an on-call rotation as required for mission-critical service support.

🏖️ Benefits

• Competitive compensation and benefits package aligned with experience and market standards.
• Comprehensive health, wellness, and retirement plans to support long-term employee well-being.
• Flexible work options designed to promote work-life balance, including remote work eligibility.
• Access to continuous learning and professional development opportunities within a global organization.
• Generous paid time off and holiday allowances to ensure adequate rest and recovery.

Skills & Technologies

Kubernetes

Remote

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Iron Mountain Incorporated

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About Iron Mountain Incorporated

Iron Mountain Incorporated is a global provider of information management, storage, and digital transformation services. Founded in 1951, it safeguards physical and digital assets for more than 225,000 customers worldwide, including 95% of the Fortune 1000. The company operates a network of secure facilities for records storage, data centers, and art storage, alongside offering cloud migration, data governance, and secure shredding services. Headquartered in Boston, Massachusetts, Iron Mountain helps organizations reduce risk, comply with regulations, and unlock value from their information throughout its lifecycle.

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