Senior Support Systems Engineer

Job description

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.
**THE OPPORTUNITY:**
**Title:** **Senior Support System Engineer**
**Location: Poland, 100% remote**
**Permanent role, full time employee**
**Primary purpose of the role:**
We are looking for a talented **Sr. Support System Engineer** with support experience in Records Management Applications and Data Management Applications that deliver records, boxes, files and data management capabilities such as storing, archiving, shredding, asset transfer, permanent withdrawal, destruction, etc.
The ideal candidate will build and/or Manage the Operational process and procedures for Cloud/Web/4GL/DataCenter Application Systems that encompass key business functions in the inventory transfer, billing, reporting, pricing updates, warehouse move, location and data analysis
**The Senior Support System Engineer** will be responsible for leading the technical strategy for our underpinning infrastructure, alerting & monitoring and incident resolution to optimize the MTTR targets.
**Your role in our mission:**
+ You will be accountable for the performance and results of multiple applications
+ You will work on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives and processes
+ Experience in managing & supporting monthly/quarterly/annual Billing Cycles that are critical
for the company’s financial health.
+ Supporting Cloud native Applications in Google Cloud Platform (GCP) with prior experience in:
+ Building Automation Services and Instrumentation for the Observability Program
+ Implementing Application Reliability strategy for Iron Mountain Warehouse Applications
+ Experience in defining the log based metrics, monitors, thresholds for defining Error Budget, Service Level Objectives (SLO), SLI and creating event dashboards for cloud native Iron Mountain
**Key Skills, Requirements, and Competencies:**
+ Minimum 6 years Global Operations and Support Engineer experience
+ Records Center Applications and Data Management Applications that deliver records and data management capabilities such as storing, archiving, shredding, asset transfer, permanent withdrawal, etc.
+ Application Sustainment Management & Global Service Delivery
+ Managing the Observability workstream sitting with Engineering/Development and SRE teams to improve availability, performance and reliability of the applications.
+ Managing escalations from customers, Customer Care, Global Account Management and handling triage with technical teams
+ Qualifying new work orders from customers that request Account Consolidation and Single Sign-On capabilities to improve the revenue from the sustainment services.
+ SRE Management (Site Reliability Engineering)
+ As Application SRE Engr, focus on the exception handler streamlining to build and support the log based metrics definition.
+ Understanding of the Datadog Log mgmt and Alert mgmt features to define Log based metrics, alerts and dashboards.
+ Support of Applications built with Google Cloud logging, Identity & Access mgmt, Cloud network and Project.
+ Understanding of the Gitlab code repository mgmt, Roles, Projects, Groups, merge request, container registry management, reporting DevOps metrics and analytics
+ Managing the Data Center Applications built on Linux/Windows, Apache/Tomcat & Java
+ Bachelors of Science in Computer Science & Engineering (4 years degree)
**Preferred skills:**
+ Experience in DataDog, ServiceNow and Open source options Opentelemetry, Grafana Mimir, Tempo, Loki, Grafana Dashboards, Prometheus and Jaeger.
+ Gitlab Agile - epics, features, stories, product management support, program management, boards, reporting metrics, KPI.
+ Experience as SRE Engineer in defining the Application level log based business metrics such as successful Orders, Failed Shipping notices, etc.
+ Experience in Google Cloud Functions, Workflow, Google Kubernetes Engine (GKE).
+ Agile SAFe certification/ ITIL Framework experience
**Discover what awaits you:**
+ **Discover Limitless Possibilities:** Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
+ **Empowering Inclusion:** Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
+ **Global Connectivity:** Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
+ **Championing Individuality:** Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
+ **Competitive Total Rewards:** supporting your career at Iron Mountain, family, personal wellness, and wellbeing.

(Local benefits may vary based on country-specific policies.)
+ **Embrace Flexibility:** Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
+ **Unleash Your Potential:** Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
+ **Valuing Every Contribution:** Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
+ **Pioneering Sustainability:** Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.
**#LI-Remote**
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.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com.

See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity.

We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
**Requisition:** J0093326

Required Skill Profession

Other General