Senior L3 Systems Engineer

Overview

Iron Mountain is seeking a Senior Information Technology Application Support Analyst (Level 3 Support) to provide expert-level technical support and deep diagnostics for Digital Solutions applications deployed on cloud services, for commercial and United States government clients.

What you'll do

• Take end-to-end ownership of critical application incidents, performing root cause analysis and deep diagnostics and maintaining strong client relationships until full resolution is achieved.
• Work with Engineering, Development Operations (DevOps), Product Owners, and Sales teams to troubleshoot issues, enhance platform stability and scalability, and onboard new clients onto the digital solutions ecosystem.
• Actively monitor system health and manage alert notifications.
• Adhere to Information Technology service delivery standards, policies, and regulations across Incident, Problem, and Change Management frameworks.

What you'll need

• 5+ years of experience supporting enterprise-level applications, with a strong background operating in an advanced Level 3 (L3) support capacity.
• Strong technical knowledge of cloud-based platforms (e.g., Amazon Web Services, Microsoft Azure, or Google Cloud Platform).
• Strong technical knowledge of on-premises multi-tier architectures and Linux operating systems.
• Strong technical knowledge of log analysis tools and modern observability frameworks such as Datadog or Grafana.
• Proven ability in root cause analysis.
• Proven ability in Information Technology service delivery (Incident, Problem, and Change Management).
• Proven ability in process automation and Python scripting.
• Proven ability utilizing ticketing tools like ServiceNow or Jira.
• Minimum Bachelor's degree or applicable work experience (BS, MS, or MBA from an accredited/recognized university).

Details

• Location: Bangalore, India (Level 10, CITRINE Block, WTC-4, Bagmane World Technology Center).
• Category: Information Technology.