Job Title: Support Analyst

Summary:

Iron Mountain’s Enterprise IT organization is seeking a talented Platform Engineer (Level 3 Support) to join our team. This role involves supporting our digital solutions and global clients, with a focus on delivering world-class operational excellence and customer experience. Our team manages the full lifecycle of customers’ physical and digital records, offering predictive insights into their data. We are expanding and developing innovative products using cutting-edge technology in machine learning and cloud services, while also supporting existing digital solutions across various platforms and architectures.

The ideal candidate is a self-driven support engineer who understands the technical and functional landscape and is adept at creating tools to automate monitoring, alerting, and application self-healing. This role aims to improve SLAs, and boost productivity and efficiency within the team. The candidate will design and implement automation tools, assist in root cause analysis, and participate in troubleshooting and application monitoring to enhance our Global Service Delivery team's performance.

Responsibilities:

• Conduct deep analysis of solutions, client requests, and operational procedures to identify opportunities for tooling and automation.
• Participate in root cause analysis, troubleshooting, and application monitoring to discover automation opportunities.
• Troubleshoot and analyze system issues, finding permanent or automated solutions.
• Assist in tuning and scaling the application by joining critical incident calls when necessary.
• Proactively communicate with engineers and devops teams to resolve issues.
• Manage application monitor notifications and review systems to proactively address problems, ensuring optimal performance.
• Participate in on-camera team meetings and contribute actively.
• Assist with escalated requests or issues to ensure high customer satisfaction and stay involved until resolution.
• Onboard and configure new clients onto our digital solutions and applications.
• Document previous “tribal knowledge” and work to eliminate technical debt.
• Maintain a customer-focused mindset to provide exemplary customer service.
• Participate in on-call duty rotation.

Qualifications:

• Bachelor's Degree in IT, Computer Engineering or MCA, or equivalent
• 3+ years of relevant work experience within Application Support
• Minimum of 3+ years experience creating tools for automation, debugging, and monitoring for enterprise-level applications.
• Experience in cloud applications (Azure, AWS, Google Cloud)
• Deep understanding of common scripting languages (Python, Bash) to create tools for automation, enablement, and monitoring.
• Experience in troubleshooting enterprise-level applications.
• Proficiency in Linux/Unix operating systems.
• Experience using REST APIs and/or Postman.
• Ability to write basic SQL and Elasticsearch queries.
• Experience with HTML, JavaScript.
• Experience in full-stack troubleshooting.
• Strong preference for experience with Google Cloud Platform or other cloud platforms.
• Capability to work in a fast-paced, collaborative environment with minimal supervision.
• Strong written and verbal communication skills.
• Ability to thrive in a 100% remote, collaborative, and cross-functional team environment.
• Flexible in working with different time zones