Technical Support Manager

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

THE OPPORTUNITY

Title:   Technical Support Manager

Location: UK, 100% remote

Full time, permanent role

Must hold UK Government SC Clearance

SC requirements: Must have UK passport, be UK based for more than five consecutive years and able to obtain SC security clearance.

Global Product Support Organization:

Global Support Organization provides full lifecycle management support for Customers’ physical and digital records and information and provides predictive insights into that information, through a consumer quality user experience. 

This role will be instrumental in supporting Iron Mountain customer’s digital transformation and expanding Iron Mountain's relevance as global Information Management Services provider.

Job summary:

We are looking for an experienced IT Manager with a proven record of being hands on, developing solutions as well as leading teams to support multiple applications in a fast-paced environment.

The role also requires a deep understanding of Software  development life cycle process, Agile Methodology &  ITIL principles and experience  with  end  to  end  life  cycle  of  ITSM  principles.

This  individual  will  be  working  with different  teams  to  ensure  high  quality  solutions  being  developed  &  deployed  in production while following all SDLC steps for platforms such as eSearch.

This leader will  work  with  various  stakeholders  to  understand  customer  needs,  plan  release
features & deploy solutions that can be supported well, post launch. 

In addition, this leader  will  need  to  ensure  that  all  steps  of  the  problem  life  cycle  are  followed  and
FMEAs are being conducted as well as a thorough root cause analysis is completed
for all applications in scope, including but not limited to Insight. DxP, Envision.

We  are  looking  for  an  experienced  Software  Development  Manager  who  has  the experience necessary to help lead the Global Support teams for end to end customer delivery.

We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services.   

The ideal candidate for this position can prioritize mission critical tasks and coordinate expansion of our system so updates and other maintenance tasks do not get in the way of daily operations.  In
addition to solid technical, analytical, and troubleshooting skills, the candidate must
have great soft and customer service skills.   

Further  experience  with  the  Cloud Platform  and  Release  Management  process  is  strongly  desired. 

This  candidate needs  to  be  based  out  of  the  EMEA  region,  must  be  a  UK  citizen    and  cleared  to
support our Insight / DXP portfolio customers

Responsibilities:

• Software Development: Lead the eSearch Team & partner with Product & other stakeholders
  to  build  &  maintain  features  in  the  system  for  an  end  to  end  customer  delivery.  Prioritize
  mission-critical  tasks  ,  plan  releases,  maintain  system    and  oversee  system  expansion  to
  ensure customer satisfaction.
• Delivery Ownership: On-time Delivery: Ensure that software is delivered on time, within budget, and meets quality standards. Also, ensure software complies with industry standards and security protocols.
• Technical Oversight:  Oversee software architecture and design to ensure scalability,
  maintainability, and performance. Stay updated on emerging technologies and decide on the tech stack for projects.
• Technical Support: Lead the Global Support teams for end to end customer delivery of various
  platforms  including,  but  not  limited  to  Insight,  Envision  ,  DXP  in  EMEA  region. Prioritize
  mission-critical tasks and oversee system expansion to ensure updates and maintenance do
  not disrupt daily operations.
• Collaboration: Work closely with Engineering team DevOps Team and professional
  services teams to restore services and identify problems. Ensure collaborative efforts lead to effective problem resolution and service restoration.
• Incident Management: Maintain a troubleshooting tracking log, ensuring timely resolution
  of technical problems and escalations. Act as the escalation point for complex issues that
  require in-depth technical knowledge.
• Operational Excellence:  Oversee daily operations of Insight & all content platform solutions including DXP ensuring system reliability, availability, and performance. Implement proactive monitoring and troubleshooting processes to minimize downtime.
• Customer  Focus:  Ensure  high  levels  of  customer  satisfaction  by  responding  to  client needs, managing escalations, and delivering timely support services.
• Process Improvement:  Identify opportunities for process optimization, automation, and efficiency improvements in IT support operations.
• Compliance & Security: Ensure all systems and processes comply with industry standards, security policies, and regulatory requirements.  Coordinate with the security team to manage vulnerabilities and ensure the content platform systems are secure.
• Problem Solving: Analyze data and situations to develop solutions that align with platform objectives.  Work  on  issues  requiring  an  in-depth  knowledge  of  the  platforms  in  support scope.

Minimum Skills & Qualifications:

• Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment
• Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions
• Experience in working with geographically distributed teams
• Excellent written and verbal communications skills with external customers
• Written and verbal proficiency in the English language 
• Experience with Cloud Platform strongly desired or other cloud platforms
• Excellent Ticketing Experience
• Excellent Remote Troubleshooting experience
• Excellent Customer Service Skills
• Familiarity with Docker, Kubernetes, ElasticSearch, REST API technologies desired
• Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, or Nuxeo strongly desired
• Experience with MongoDB a plus
• Experience with SQL and database concepts
• Good Documentation Skills and experience writing support documentation
• Good Training and knowledge transfer skills and experience
• Experience with server oriented architectures and web platform applications
• Experience working with and coordinating issue resolution with 3rd party Vendors

• Multilingual in either German, French, Spanish is a plus but not required
• Be self-motivated with minimal supervision
• Be able to work in a fast paced collaborative environment with a global team
• Minimum 8 year experience in supporting Enterprise level applications
• Minimum 4 years’ experience working with and supporting external customers

Education:

• Minimum Bachelor’s degree or equivalent experience
• BS, MS or MBA from accredited/recognized university

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

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