Technical Support Manager

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Technical Support Manager

Apply locations UK | Wales | Remote UK | England | Remote

Time type: Full time

Posted on: Posted Yesterday

Time left to apply: End Date: March 14, 2025 (1 day left to apply)

Job requisition id: J0084836

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

THE OPPORTUNITY

Title: Technical Support Manager

Location: UK, 100% remote

Full time, permanent role

Must hold UK Government SC Clearance

SC requirements: Must have UK passport, be UK based for more than five consecutive years and able to obtain SC security clearance.

Global Product Support Organization:

The Global Support Organization provides full lifecycle management support for Customers’ physical and digital records and information and provides predictive insights into that information, through a consumer quality user experience.

This role will be instrumental in supporting Iron Mountain customer’s digital transformation and expanding Iron Mountain's relevance as a global Information Management Services provider.

Job Summary:

We are looking for an experienced IT Manager with a proven record of being hands-on, developing solutions as well as leading teams to support multiple applications in a fast-paced environment.

The role requires a deep understanding of the Software Development Life Cycle process, Agile Methodology & ITIL principles, and experience with the end-to-end life cycle of ITSM principles.

This individual will be working with different teams to ensure high-quality solutions are developed & deployed in production while following all SDLC steps for platforms such as eSearch.

This leader will work with various stakeholders to understand customer needs, plan release features & deploy solutions that can be supported well post-launch.

In addition, this leader will need to ensure that all steps of the problem life cycle are followed and FMEAs are being conducted as well as a thorough root cause analysis is completed for all applications in scope, including but not limited to Insight, DxP, and Envision.

We are looking for an experienced Software Development Manager who has the experience necessary to help lead the Global Support teams for end-to-end customer delivery.

The ideal candidate for this position can prioritize mission-critical tasks and coordinate the expansion of our system so updates and other maintenance tasks do not get in the way of daily operations. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great soft and customer service skills.

Further experience with the Cloud Platform and Release Management process is strongly desired.

This candidate needs to be based out of the EMEA region, must be a UK citizen, and cleared to support our Insight / DXP portfolio customers.

Responsibilities:

• Software Development: Lead the eSearch Team & partner with Product & other stakeholders to build & maintain features in the system for end-to-end customer delivery. Prioritize mission-critical tasks, plan releases, maintain the system, and oversee system expansion to ensure customer satisfaction.
• Delivery Ownership: Ensure that software is delivered on time, within budget, and meets quality standards. Ensure software complies with industry standards and security protocols.
• Technical Oversight: Oversee software architecture and design to ensure scalability, maintainability, and performance. Stay updated on emerging technologies and decide on the tech stack for projects.
• Technical Support: Lead the Global Support teams for end-to-end customer delivery of various platforms including, but not limited to Insight, Envision, and DXP in the EMEA region. Prioritize mission-critical tasks and oversee system expansion to ensure updates and maintenance do not disrupt daily operations.
• Collaboration: Work closely with Engineering, DevOps, and professional services teams to restore services and identify problems. Ensure collaborative efforts lead to effective problem resolution and service restoration.
• Incident Management: Maintain a troubleshooting tracking log, ensuring timely resolution of technical problems and escalations. Act as the escalation point for complex issues that require in-depth technical knowledge.
• Operational Excellence: Oversee daily operations of Insight & all content platform solutions including DXP ensuring system reliability, availability, and performance. Implement proactive monitoring and troubleshooting processes to minimize downtime.
• Customer Focus: Ensure high levels of customer satisfaction by responding to client needs, managing escalations, and delivering timely support services.
• Process Improvement: Identify opportunities for process optimization, automation, and efficiency improvements in IT support operations.
• Compliance & Security: Ensure all systems and processes comply with industry standards, security policies, and regulatory requirements. Coordinate with the security team to manage vulnerabilities and ensure the content platform systems are secure.
• Problem Solving: Analyze data and situations to develop solutions that align with platform objectives. Work on issues requiring in-depth knowledge of the platforms in support scope.

Minimum Skills & Qualifications:

• Strong communication, collaboration, and problem-solving skills with a track record of delivering production-grade systems in a team environment.
• Motivated individual who learns quickly, has pride in building a new product, and can engage others to accelerate technical solutions.
• Experience in working with geographically distributed teams.
• Excellent written and verbal communication skills with external customers.
• Written and verbal proficiency in the English language.
• Experience with Cloud Platform strongly desired or other cloud platforms.
• Excellent Ticketing Experience.
• Excellent Remote Troubleshooting experience.
• Excellent Customer Service Skills.
• Familiarity with Docker, Kubernetes, ElasticSearch, REST API technologies desired.
• Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, or Nuxeo strongly desired.
• Experience with MongoDB is a plus.
• Experience with SQL and database concepts.
• Good Documentation Skills and experience writing support documentation.
• Good Training and knowledge transfer skills and experience.
• Experience with server-oriented architectures and web platform applications.
• Experience working with and coordinating issue resolution with 3rd party Vendors.

• Multilingual in either German, French, or Spanish is a plus but not required.
• Be self-motivated with minimal supervision.
• Be able to work in a fast-paced collaborative environment with a global team.
• Minimum 8 years experience in supporting Enterprise level applications.
• Minimum 4 years experience working with and supporting external customers.

Education:

• Minimum Bachelor’s degree or equivalent experience.
• BS, MS, or MBA from an accredited/recognized university.

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-DNI

Who We Are

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.