Opportunities in the Upfront Portfolio


Incident/Problem Manager



Bengaluru, Karnataka, India · India
Posted on Friday, June 21, 2024

ITSM Critical Incident Manager


Infrastructure Transformation (Suren Padmanabhan)

Job Title

ITSM Critical Incident/Problem Manager

Job description

Job Summary

We're actively seeking a proactive and skilled Incident and Problem Manager to join our dynamic Global IT Service Management Team. In this critical role, you'll be responsible for the full spectrum of tasks, from swiftly detecting and responding to service-impacting events to expertly triaging and driving effective mitigation strategies.

This position is tailor-made for individuals with a solid background in infrastructure or application support who are eager to transition into the realm of ITIL/ITSM roles. As such, we're looking for someone who not only brings technical expertise to the table but also possesses a comprehensive understanding of incident management processes, ITIL principles, and the ability to leverage data analytics for informed decision-making.

The successful candidate will play a pivotal role in ensuring the smooth functioning of our IT services by proactively identifying potential issues, implementing proactive measures to prevent incidents, and efficiently resolving problems when they arise. If you're someone who thrives in a fast-paced environment, enjoys collaborating with cross-functional teams, and is passionate about driving continuous improvement, then this could be the perfect opportunity for you.

Core experience/responsibilities

  • Technology support experience

  • Two to three years of hands-on support experience in infrastructure and or application services (ideal for support engineers who are interested in shifting careers to an ITIL/ITSM incident and problem manager role).

  • Directly involved in incident service restoration (technical troubleshooting) in infrastructure and or application services.

  • Worked in and or having experience and technical knowledge about product/application three tier architectures (UI,Logic,Data Tier), micro services, Kubernetes, network/VPC configurations, significance of load-balancers/firewall)

  • Critical Incident and Problem management experience (ITSM/ITIL).

  • Three to five years Hands-on leading major incident meetings (Critical Incident Management calls), facilitating the service restoration process across various cross-functional teams ensuring timely resolution of issues and minimizing impact on business operations and external customers.

  • Deep knowledge and experience in driving the root cause of incidents with short term and permanent corrective actions and establishing service improvement plans.

  • Ability to decompose complex/critical incoming issues, and assemble resources from various support teams across the enterprise.

  • Proven track record in process improvement initiatives realizing significant time and efficiency gains.

  • Data analytics experience (ex-ServiceNow ITSM data).

  • Possess strong strategic thinking and analytical skills to troubleshoot complex technical issues, and help technology teams to decide on the most appropriate incident resolution path based upon multilateral impact analysis technique.

  • Analyze data patterns to identify recurring incidents and underlying problems and derive actionable insights, driving continual improvements across the global/enterprise IT environment.

  • Demonstrate a structured approach to problem solving; logical and methodical.

  • Incident Service Restoration Bridge Call Facilitation experience

  • Excellent communication (written and verbal) and interpersonal skills, with the ability to collaborate effectively with stakeholders (technical and non-technical) at all levels. English is mandatory (speak and write).

  • Experience in creating and tracking sequence/chronology of events and actions/decisions taken during the service restoration.

  • Confidence to drive and manage large conference/bridge calls.

  • Ability to work collaboratively in a cross-functional team environment and foster positive working relationships across an enterprise organization.

  • Contribute to creating new and keeping up-to-date existing incident management documentation such as process, procedures, workflows, and escalation paths.

Operational requirements

  • Flexibility to work within a “Follow the Sun” global shift rota, covering local day-time hours, including holidays and weekends, on a rotational basis.

  • Requires to be “on-call” as part of an on-call rotation outside of normal business hours (holidays, etc.).

  • Work in a shift mode.

  • Play the role of CAB/change manager (training will be provided)

Nice to Have

  • ITIL certification(s) such as ITIL Foundation or higher.

  • Advanced ServiceNow data and reporting capabilities.

  • Previous experience working with ITSM Change, Knowledge Management, IT Service Continuity, and Disaster Recovery concepts.

  • Experience with Incident Management Tools such as ServiceNow, Remedy, or Jira Service Management.

  • Understanding in measurements of technology process/service performance indicators (KPIs).

  • Intermediate Spanish speaking and writing skills for Latin America candidates.


  • Bachelor's degree in Computer Science, Information Technology, or a related field is required.

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. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0075219