IT Application Support Analyst (Level 3 Support)
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.
Title: IT Application Support Analyst (Level 3 Support)
Job Summary
Iron Mountain is seeking a skilled, highly motivated 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.
What You’ll Do
In this role, you will:
Engage in the resolution of complex, critical application incidents, assist with root cause analysis and deep diagnostics until the issue is fully resolved.
Collaborate proactively with Engineering, DevOps, and Product Owners 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.
What You’ll Bring
The ideal candidate will have:
Minimum 2 years’ experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.
Minimum Bachelor’s degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university).
Professional-level experience supporting a multi-tier on-perm 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.
Excellent written and verbal communication skills with project manager’s and a customer-focused mindset to explain highly technical concepts simply.
Mandatory Requirements: US Citizenship and eligibility/willingness to submit for a U.S. Government Security Clearance.
Desired Skills:
Experience with Linux.
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.
What We Offer
Day-One Benefits: Enjoy comprehensive health, wellness, and retirement plans with robust benefits starting on your first day of employment.
Empowering Your Balance: Flexible vacation plan and flexible schedules to support your personal and professional well-being.
Continuous Career Development: Elevate your skills through ongoing training, corporate learning resources, and internal advancement opportunities on a global scale.
Compensation & Care: Competitive salary commensurate with your experience, paired with a comprehensive company-wide benefits package.