Incident/Problem Manager

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Summary

Iron Mountain is seeking a motivated and high-caliber Information Technology Service Management (ITSM) Manager to join our Global IT Service Management team. In this role, you will be responsible for overseeing the stability and integrity of services supporting highly sensitive United States Government contracts while leading the end-to-end integration of Incident, Problem, and Change Management.

You will join a mission-critical team dedicated to providing seamless service restoration and proactive risk-enablement for our most high-profile public sector clients.

What You’ll Do

• Lead the integrated Information Technology Service Management lifecycle by driving major incident restoration and conducting rigorous root-cause analysis to prevent future service disruptions.

• Collaborate with cross-functional technical teams and lead the Change Advisory Board (CAB) to evaluate and authorize environment changes, ensuring minimal risk to sensitive government data.

• Ensure compliance with federal security standards and organizational policies by maintaining detailed process documentation and meeting strict reporting requirements for government contracts.

What You’ll Bring

• Minimum of 3 years of hands-on experience in infrastructure or application services, specifically with three-tier architectures, microservices, and Kubernetes.

• Strong knowledge of ServiceNow (or similar tools) to analyze data patterns, derive actionable insights, and track Key Performance Indicators (KPIs) across a global enterprise.

• Proven ability to manage critical incidents under pressure and lead diverse stakeholders through complex problem-solving and service improvement plans.

• Mandatory Requirements: Must be a United States Citizen or Green Card holder; employment is strictly contingent upon obtaining and maintaining required federal clearances and participating in an on-call rotation.

What We Offer (Benefits)

• Competitive compensation and benefits aligned with your experience.

• Comprehensive health, wellness, and retirement plans to support your long-term well-being.

• Flexible work options to support work–life balance.

• Opportunities for continuous learning and professional growth within a global organization.

• Paid time off and holidays to ensure you have time to recharge.

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