Service Management Incident Manager I

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) 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) 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. Reasonably expected salary range: $93,400.00 - $124,500.00 Category: Information Technology 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. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to View email address on click.appcast.io. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE Requisition: J0104491 #J-18808-Ljbffr Iron Mountain