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Iron Mountain · 1 month ago

Sr. IT Application Support Analyst (Level 3 Support) - hybrid role

US | FL | Tampa | 3407 W Dr Martin Luther King Blvd

Full-time

Hybrid

Senior Level

5+ years exp

Iron Mountain is a leader in records and information management, providing sustainable solutions to customers worldwide. They are seeking a Sr. IT Application Support Analyst to provide expert-level technical support for their Digital Solutions applications, ensuring stability and performance for US government clients.

Big DataCloud StorageDigital SignageInformation ServicesSecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Qualification

Cloud InfrastructureIncident ManagementProblem ManagementChange ManagementLinux/Unix ProficiencyNetworking ConceptsScripting & AutomationDevOps PracticesPythonCommunication Skills

Required

Minimum 5 years' experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity

Cloud Infrastructure (AWS/Azure/GCP): Familiarity with cloud services related to application hosting, such as EC2, S3, RDS, Azure App Services, or Google Compute Engine

Advanced level experience supporting a multi-tier on-perms or cloud-based architecture, with 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

Operating Systems & Networking: Proficiency in Linux/Unix command line tools for log analysis, process management, scripting, and understanding TCP/IP, DNS, and load balancing concepts

Excellent written and verbal communication skills with external customers, and a customer-focused mindset to explain highly technical concepts simply

US Citizenship

Eligibility/willingness to submit for a U.S. Government Security Clearance

Participate in shift rotations and on-call rotations required

Preferred

Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, or REST API technologies

Scripting & Automation: Strong skills in languages like Python, PowerShell, Bash, or Perl to automate maintenance tasks, deploy fixes, and create custom monitoring tools

Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo

Experience with Python scripting and excellent ticketing experience in ServiceNow or JIRA

Minimum Bachelor's degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university)