Incident/Problem Manager

Iron Mountain

ITSM Manager responsible for overseeing IT service management for US government contracts at Iron Mountain. Focusing on incident management, compliance, and stakeholder collaboration.

Posted 4/29/2026full-timeRemote • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $107,500 - $143,300 per yearWebsite

Tech Stack

Tools & technologies

KubernetesMicroservicesServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

three-tier architecturemicroservicesKubernetesServiceNowdata analysisKey Performance Indicators (KPIs)incident managementroot-cause analysisprocess documentationservice improvement

Soft Skills

problem-solvingleadershipcollaborationcommunicationstakeholder managementpressure managementorganizational skillscross-functional teamworkchange managementrisk assessment