Senior IT Application Support Analyst – Level 3 Support

🔥 5 minutes ago

🐊 Florida, North Carolina, +2 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote

💵 $107.5k - $143.3k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Iron Mountain

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1951

📦 Logistics

💼 Consulting

🏥 Healthcare

Logistics • Consulting • Healthcare

Iron Mountain is a global leader in information management services, offering a wide range of solutions such as digital transformation, data and IT security, asset lifecycle management, and records storage. With operations across more than 60 countries, the company serves various industries including financial services, healthcare, public sector, and energy. Iron Mountain's services aim to protect, unlock, and extend the value of customers' information, leveraging advanced technologies like its InSight Digital Experience Platform to unify physical and digital data. The company also provides warehousing and logistics solutions, with a strong focus on sustainability and security.

📋 Description

• Lead resolution of complex, critical application incidents • Perform root cause analysis and deep diagnostics • Maintain ownership of client relationships until issues are fully resolved • Collaborate with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues • Enhance digital platforms for stability and scalability • Onboard new clients onto the digital solution platform • Monitor systems and manage alert notifications • Participate in required shift and on-call rotations • Drive continuous process improvement and automation • Reduce turnaround time and apply IT service delivery, Incident, Problem, and Change Management best practices • Own assigned tasks and projects, completing them with high quality and within expected timelines

🎯 Requirements

• Candidates must be residing in the USA • Open to participate in shift rotations and on-call rotations required • Eligibility to obtain and maintain a U.S. Government security clearance • Minimum 5 years’ experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity • Advanced experience supporting cloud-based architecture, cloud-based platforms and solutions, and on-prem multi-tier architectures • Strong proficiency in one or more major cloud service providers for troubleshooting via log analysis and monitoring tools • Deep understanding of IT service delivery principles • Demonstrated experience in Incident Management, Problem Management, and Change Management • Strong experience with Linux • Excellent written and verbal communication skills with external customers • Customer-focused mindset to explain highly technical concepts simply • Working knowledge of cloud application support and maintenance • Hands-on experience with observability frameworks and monitoring tools such as Datadog and Grafana • Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, and REST API technologies • Experience supporting Content Service Platforms such as Alfresco, Hyland, M-Files, or Nuxeo is a plus • Experience with Python scripting • Excellent ticketing experience in ServiceNow or JIRA • Minimum Bachelor’s degree required (BS, MS, or MBA from an accredited/recognized university)

🏖️ Benefits

• Comprehensive health, wellness, and retirement plans starting on the first day of employment • Flexible vacation plan • Ongoing training • Corporate learning resources • Internal advancement opportunities on a global scale • Comprehensive company-wide benefits package

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