Service Management Incident Manager I

Iron Mountain • Arizona - Remote, TN

1d • $93,400 - $124,500 • Remote

About The Position

Iron Mountain is seeking a proactive and effective Service Management Incident Manager I to join our Data Center Service Management team. In this role, you will be responsible for driving the design, execution, and continuous optimization of global service management processes with a primary focus on Incident, Major Incident, and Problem Management. You will serve as a key operational leader to minimize operational downtime, manage critical major incidents in real-time, and eliminate systemic issues across global locations.

Requirements

• 4–7 years of experience in service management, systems engineering, or process development within a matrixed organization.
• Deep operational knowledge of the ITIL service lifecycle, Configuration Management Databases (CMDB), and critical data center infrastructure systems.
• Hands-on experience analyzing historical operational data using leading service management tools such as ServiceNow and telephony software.
• A Bachelor’s degree in a technical or business discipline and a valid ITIL Certification.

Responsibilities

• Act as the primary Major Incident Manager to assess critical disruptions, direct cross-functional teams to swiftly restore services, and participate in mandatory on-call rotations.
• Run the end-to-end Problem Management process by executing reactive root-cause analysis (RCA) and performing proactive trend analysis to prevent recurring incidents.
• Define, implement, and maintain ITIL/ITSM best practices and Continual Service Improvement (CSI) models to streamline customer interactions and achieve global process adherence.
• Identify and define key performance indicators (KPIs) and reporting packages to deliver detailed performance reporting and insights to executive leadership and clients.

Benefits

• Competitive compensation and benefits packages aligned with your experience level.
• Paid time off, holiday schedules, and flexible work options to support personal well-being.
• Comprehensive health, wellness, and retirement plans.
• Meaningful opportunities for continuous learning and professional career growth within Iron Mountain.

What This Job Offers

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