Service Management Incident Manager I

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.

Service Management Incident Manager I

Job Summary 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.

What You’ll Do (Responsibilities) In this role, you will:

• Lead Major Incident Response: 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.

• Own Root-Cause Analysis: Run the end-to-end Problem Management process by executing reactive root-cause analysis (RCA) and performing proactive trend analysis to prevent recurring incidents.

• Design ITSM Processes: Define, implement, and maintain ITIL/ITSM best practices and Continual Service Improvement (CSI) models to streamline customer interactions and achieve global process adherence.

• Architect Performance Metrics: Identify and define key performance indicators (KPIs) and reporting packages to deliver detailed performance reporting and insights to executive leadership and clients.

What You’ll Bring (Skills & Qualifications) The ideal candidate will have:

• Professional Experience: 4–7 years of experience in service management, systems engineering, or process development within a matrixed organization.

• Technical Domain Expertise: Deep operational knowledge of the ITIL service lifecycle, Configuration Management Databases (CMDB), and critical data center infrastructure systems.

• Platform & Data Proficiency: Hands-on experience analyzing historical operational data using leading service management tools such as ServiceNow and telephony software.

• Mandatory Education & Certification: A Bachelor’s degree in a technical or business discipline and a valid ITIL Certification.

What We Offer (Benefits) * Compensation: Competitive compensation and benefits packages aligned with your experience level.

• Work-Life Balance: Paid time off, holiday schedules, and flexible work options to support personal well-being.

• Health & Well-being: Comprehensive health, wellness, and retirement plans.

• Growth: Meaningful opportunities for continuous learning and professional career growth within Iron Mountain.

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Reasonably expected salary range: $93,400.00 - $124,500.00

Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.

Category: Information Technology