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.
Job Summary:
The Lead IT Infrastructure Operations will be responsible for effectively managing our IRM Infrastructure Operations Governance, which includes managing our Managed Service Provider (MSP) relationship to ensure alignment with business objectives and optimal service delivery. This role requires establishing clear communication channels, maintaining comprehensive documentation, and proactively monitoring performance against established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). In addition, you will be accountable for developing and driving operational governance processes that will include problem management, risk management, monitoring standards, security operations, key performance Indicators, and general ITSM processes for the entire operations team.
Responsibilities:
Infrastructure Operations Managed Service Lead
Clearly define core IT requirements and expectations for the MSP.
Establish a Responsibility Matrix outlining the division of tasks and responsibilities (billable vs. extra-cost).
Engage in strategic planning to align MSP services with long-term business goals, including handling technology updates and potential vendor transitions.
Ensure thorough documentation of all MSP processes and details.
Set and maintain clear expectations and SLAs with the MSP.
Foster clear, proactive, and transparent communication using multiple channels.
Conduct regular check-ins and strategic reviews to monitor MSP performance against KPIs and goals.
Manage billing to ensure clarity on predictable operations and additional costs. This includes oversight and management of our monthly Resource Unit billing process, and ARC/RRC processes
Foster transparency in the partnership to address discrepancies and prevent misunderstandings.
Identify opportunities for value-added services to enhance IT support, meet evolving business needs, reduce cost, and promote AI and automation to improve service delivery
Collaborate with the MSP to define business goals and objectives for the engagement.
Develop a robust governance framework outlining roles, responsibilities, and expectations for both the internal team and the MSP.
Maintain open, honest, and consistent communication with the MSP, responding promptly to queries and providing necessary business information.
Schedule and participate in regular meetings to review performance, discuss challenges, and adapt strategies.
Regularly track MSP performance against agreed-upon KPIs and SLAs, including audit of relevant data driving KPIs, SLAs, and Resource Unit ARC/RRC calculations
Implement systems for collecting and analyzing client feedback (surveys, direct conversations).
Ensure a thorough understanding of the contract terms and SLA to manage expectations effectively.
Infrastructure Operations Governance Lead
Drive standards and processes to ensure all Operations teams follow consistent processes for managing incidents, problems, change, performance, and system capacity
Establish common KPIs and SLAs for all support teams and work with Operations Reporting team to implement dashboards to manage operations performance
Drive a common Risk Register process to determine, prioritize, and mitigate operational risks
Drive CMDB Healthcheck and operational processes to maintain CMDB completeness, correctness, and compliance according standards
Lead collection and standards around security compliance and own process to collect and report operational and security standards for operational review and Board of Directors dashboards
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
Minimum Bachelor's degree
8+ Years, hands-on technical architecture skills and depth across multiple technologies
5+ Years leading a large Infrastructure Operations team, including Managed Service contracts and 3rd party vendors
Technology areas to include Cloud, Virtualization, Network, Compute, and Storage
Experience with Nutanix hardware is a plus
Knowledge in AD architecture and infrastructure (LDAP, Directory Replication, group policy, security, schema changes, Identity and Access Management, etc.)
Excellent troubleshooting and analysis skills
Experience in working with geographically distributed teams
Excellent written and verbal communications skills with external customers
5+ years experience of Incident and Request Management process as defined by ITIL v3
Written and verbal proficiency in the English language
Comfortable working in a fast-paced environment
Education:
BS from accredited/recognized university
Reasonable Accommodation:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Category: Information Technology

Skills Required