Opportunities in the Upfront Portfolio


Incident/Problem Senior Analyst



Mexico City, Mexico · Mexico
Posted on Thursday, July 4, 2024



The Incident and Problem Senior Analyst will play a crucial role in our Global IT Service Management Team, ensuring the smooth operation of IT services by swiftly detecting, responding to, and mitigating service-impacting events. This position is ideal for those with a background in infrastructure or application support, ready to transition into ITIL/ITSM roles. You'll leverage data analytics and ITIL principles to prevent incidents and resolve problems efficiently, driving continuous improvement and maintaining high service standards.


  • Swiftly detect and respond to service-impacting events.

  • Triage incidents and drive effective mitigation strategies.

  • Lead major incident meetings and facilitate the service restoration process.

  • Conduct technical troubleshooting in infrastructure and application services.

  • Analyze data patterns to identify recurring incidents and underlying problems.

  • Develop and implement proactive measures to prevent incidents.

  • Collaborate with cross-functional teams to ensure timely resolution of issues.

  • Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths.

  • Drive process improvement initiatives to enhance efficiency and effectiveness.

  • Ensure compliance with ITIL principles and best practices.


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

  • Two to three years of hands-on support experience in infrastructure and/or application services.

  • Three to five years of experience in critical incident and problem management (ITSM/ITIL).

  • Strong knowledge of three-tier architectures, microservices, Kubernetes, and network configurations.

  • Excellent analytical skills and experience with data analytics, particularly ServiceNow ITSM data.

  • Proven track record in leading major incident meetings and driving root cause analysis.

  • Strong communication and interpersonal skills, with fluency in English for both spoken and written communication with the ability to manage large conference/bridge calls..

  • Experience with ServiceNow, Remedy, or Jira Service Management.

  • Flexibility to work within a global shift rota and be on-call as required.

  • ITIL certification(s) and advanced ServiceNow data and reporting capabilities are a plus.

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: J0075409