IT Application Support Analyst (Level 3 Support)

Iron Mountain • Florida - Remote, FL

1d • Hybrid

About The Position

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.

Requirements

• 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.
• US Citizenship and eligibility/willingness to submit for a U.S. Government Security Clearance.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level