Sr. IT Application Support Analyst (Level 3 Support)

Iron Mountain; United States; Remote; USD 108,000 - 143,000; Full time

Benefits offered by this job

Day-One Benefits

Flexible vacation

Career development

Competitive compensation

Job summary

Iron Mountain is seeking a Sr. IT Application Support Analyst (Level 3) to lead resolution of complex incidents for our Digital Solutions applications hosted on cloud platforms, with a focus on stability and customer success.

This role requires strong diagnostic skills, ownership of issues, and collaboration with Engineering, DevOps, Product Owners, and Sales. You will participate in shift rotations, support both commercial and US government clients, and must be eligible for U.S.

Qualifications

• 5+ years in leading and supporting enterprise-level applications in a senior support role.
• Deep experience with cloud-based architectures and on-prem multi-tier setups.
• Strong IT service delivery knowledge, including Incident/Problem/Change management.
• Excellent written and verbal communication with customers; able to explain complex concepts clearly.

Responsibilities

• Lead resolution of complex, critical application incidents with root cause analysis.
• Collaborate with Engineering, DevOps, Product Owners, and Sales to improve platforms.
• Monitor systems, manage alerts, participate in shift/on-call rotations.
• Drive process improvements and automation to enhance efficiency and reliability.
• Own tasks and projects from start to finish with high quality and timeliness.

Skills

Enterprise app support

Cloud-based architectures

Linux

Strong communication

Education

Bachelor’s degree

Tools

Datadog

Grafana

Docker

Kubernetes

MongoDB

REST API

ServiceNow

JIRA

Python scripting

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.

THE OPPORTUNITY

Title:

Sr. IT Application Support Analyst (Level 3 Support)

Location:

US, 100% remote (Candidates must be residing in the USA).

Shifts:

Open to participate in shift rotations and on-call rotations required.

Eligibility Requirements:

Eligibility to obtain and maintain a U.S. Government security clearance.

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

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.
• Take full ownership and accountability for assigned tasks and projects, ensuring they are completed with high quality and within the expected timelines.

What You’ll Bring

The ideal candidate will have:

• Minimum 5 years’ experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.
• Advanced level experience supporting cloud-based architecture and cloud-based platforms and solutions, as well as on-prem multi-tier architectures. 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.

Desired Skills:

• Working knowledge of cloud application support and maintenance.
• Hands-on experience with modern observability frameworks and monitoring tools (e.g.,Datadog, Grafana)
• Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, and REST API technologies.
• Experience supporting Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo is a plus.
• Experience with Python scripting and excellent ticketing experience in ServiceNow or JIRA.
• Minimum Bachelor’s degree required (BS, MS, or MBA from an accredited/recognized university).

What We Offer

• Day-One Benefits: Enjoy comprehensive health, wellness, and retirement plans with robust benefits starting on your first day of employment.
• Empowering Your Balance: Flexible vacation plan to support your personal and professional well-being.
• Continuous Career Development: Elevate your skills through ongoing training, corporate learning resources, and internal advancement opportunities on a global scale.
• Compensation & Care: Competitive salary commensurate with your experience, paired with a comprehensive company-wide benefits package.

Reasonably expected salary range: $107,500.00 - $143,300.00

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

Category: Information Technology