Sr. IT Application Support Analyst (L3 Support) - Remote Role - Remote Eligible

Sr. 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. Iron Mountain is seeking a skilled, highly motivated Sr. IT Application Support Analyst (Level 3 Support) to join our Global Technical Application Support organization remotely, with a special focus on supporting our US government clients.

In this remote 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

• Lead the resolution of complex, critical application incidents, performing root cause analysis and deep diagnostics while maintaining ownership of the client relationship until the issue is fully resolved.
• Collaborate proactively with Engineering, DevOps, Product Owners, and Sales teams 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

• Minimum 5 years' experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.
• Advanced 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.
• Strong experience with Linux.
• Excellent written and verbal communication skills with external customers, 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 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.
• Minimum Bachelor's degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university).

What We Offer:

• Competitive compensation and benefits aligned with the experience.
• Location: US, 100% remote (Candidates must be residing in the USA).
• Shifts: Open to participate in shift rotations and on-call rotations required.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers' assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.