Technical Lead

Iron Mountain; Bengaluru; On-site; INR 9,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company as a Tech Lead in IT Support, where your expertise will drive the success of our technical team. In this role, you will lead a diverse group of engineers, ensuring seamless IT support across our operations in India and APAC. Your responsibilities will include managing IT escalations, coordinating with vendors, and optimizing resource allocation. This position offers the chance to make a significant impact in a dynamic environment, where your leadership and problem-solving skills will be valued. If you are ready to elevate your career while contributing to a global leader in information management, this opportunity is for you.

Qualifications

• 6-7 years of experience in Desktop Support and Local IT support.
• Proven leadership skills and ability to manage multiple priorities.

Responsibilities

• Lead FSO/DSS engineers and manage the GCC Bangalore team.
• Collaborate with third-party vendors for contract employees.

Skills

Desktop Support

Networking

ITIL v4 Foundation

IT Service Management

Vendor Management

Problem Solving

Multitasking

Customer Orientation

Tools

Service Now

G Suite

Job description

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.

Job Title: Tech Lead IT Support - FSO/DSS Support

Job Code: P3 level

DSS/FSO lead is responsible for leading the current DSS/FSO technical team members for providing technical assistance and support to end-users for their computer hardware, software, and network-related issues. Given IM has many remote Warehouses, GCC & related sites across India, we also expect the engineer to lead DSS/FSO IT Field Support engineers. This position should be able to scale up to demands to visit Iron Mountain Data Centers & Warehouses to RACK Servers, Routers, Switches, Patch panels & related stuff. This also includes managing various vendors of GCC-Bangalore in forecasting, provisioning machines for both onboarding & offboarding of vendor resources in upholding to the global standards.

Roles & Responsibilities

1. Leading FSO/DSS engineers, including technical team owners and technical trainers, optimizing resource allocation at GCC Bangalore.
2. Responsible for managing the GCC Bangalore team to consistently accomplish organizational and corporate goals, deadlines & maintain SLAs.
3. Manage & coordinate closely with third-party vendors to enable contract employees of various vendors such as Ament Digital, Infinite, Perficient, Doyensys, Amadis, NIIT, McBitss, Coforge, and Virtusa.
4. Lead, advise and mentor diverse teams in technical and functional delivery.
5. Conduct IT induction at the GCC location for all new hires.
6. Work closely with HR, Finance, T&A, and the facility team for the onboarding and offboarding of employees.
7. Responsible for the GCC Bangalore Data Center and the primary key POC for all related activities.
8. Contribute to the GCC Bangalore regular management reports, communicate with the team on other shifts, and ensure ongoing work is handed over.
9. Identify process gaps and plan for continuous service improvement.
10. Responsible for all business projects and warehouse IT activities in southern India.
11. Drive the team in terms of guiding on technical/project process.
12. Manage IT escalations for southern India and GCC Bangalore.
13. Manage the new Kandji tool for GCC Bangalore for the new MacBooks.
14. Managing & maintaining GCC IT asset stock as per statutory requirements.
15. Responsible for creating POs for GCC Bangalore assets.
16. Collaboration with IT Teams to address complex issues and ensure overall system stability.
17. Leading key staff responsible for Local IT and be responsible for career development and appraisals.
18. Create and maintain comprehensive documentation on system configurations and troubleshooting procedures.

Requirements and Skills

1. 6-7 years of relevant experience as a Desktop Support Engineer & Local IT support.
2. Experience in RACKing, Stacking, Mounting, Cabling & Patching of Networking devices.
3. Knowledge of Network Data (Switching & Routing) skills will be desired.
4. Experience in leading IT Infrastructure Operations for Enterprises.
5. ITIL v4 Foundation certification (nice to have).
6. Should be flexible to travel to Iron Mountain Warehouses both within India & APAC.
7. Excellent written & oral communication in English & local languages.
8. Experience using ITSM tools such as Service Now.
9. Experience in IT service management and vendor management.
10. Proven leadership skills to motivate and drive for results.
11. Good understanding of G suite product.
12. Excellent problem-solving and multitasking skills.
13. Customer-oriented attitude.
14. Experience in handling basic audits.
15. Ability to multi-task and handle multiple priorities in an innovative and fast-paced environment.

Category: Information Technology

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 [e-mail].

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.

Requisition: J0083355