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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.
Job Title: Tech Lead IT Support - FSO/DSS Support
Job Code: P3 level
DSS/FSO lead is responsible for leading the current DSS/FSO technical team
members for providing technical assistance and support to end-users for their
computer hardware, software, and network-related issues. Given IM has many
remote Warehouses, GCC & related sites across India, we also expect the
engineer to lead DSS/FSO IT Field Support engineers. This position should be
able to scale up to demands to visit Iron Mountain Data Centers & Warehouses
to RACK Servers, Routers, Switches, Patch panels & related stuff. This also
includes managing various vendors of GCC-Bangalore in forecasting,
provisioning machines for both onboarding & offboarding of vendor resources in
upholding to the global standards.
Roles & Responsibilities
● Leading FSO/DSS engineers, including technical team owners and
technical trainers, optimizing resource allocation at GCC Bangalore.
● Responsible for managing the GCC Bangalore team to consistently
accomplish organizational and corporate goals, deadlines & maintain
SLAs.
● Manage & coordinate closely with third-party vendors to enable contract
employees of various vendors such as Ament Digital, Infinite, Perficient,
Doyensys, Amadis, NIIT, McBitss, Coforge, and Virtusa. These accounts
can have over 500+ user base.
● Lead, advice and mentor diverse teams in technical and functional
delivery
● Conduct IT induction at the GCC location for all new hires.
● Work closely with HR, Finance, T&A, and the facility team for the
onboarding and offboarding of employees
● Responsible for the GCC Bangalore Data Center and the primary key
POC for all related activities
● Contribute to the GCC Bangalore regular management reports,
communicate with the team on other shifts, and ensure ongoing work is
handed over
● Identify process gaps and plan for continuous service improvement.
● Responsible for all business projects and warehouse IT activities in
southern India
● Drive the team in terms of guiding on technical/project process
● Manage IT escalations for southern India and GCC Bangalore
● Manage the new Kandji tool for GCC Bangalore for the new MacBooks
● Managing & maintaining GCC IT asset stock as per statutory
requirements, including maintaining existing assets, ordering new assets,
and scraping the outdated assets to meet the requirements
● Responsible for creating POs for GCC Bangalore assets
● Collaboration with IT Teams: - Work collaboratively with other IT teams, such
as network administrators and system administrators, to address complex issues
and ensure overall system stability.
● Leading key staff responsible for Local IT and be responsible for career
development and appraisals.
● User Training and Documentation Create and maintain comprehensive
documentation on system configurations and troubleshooting procedures.
Requirements and skills
● 6-7 years of relevant experience as a Desktop Support Engineer & Local
IT support. Relevant experience in managing & mentoring teams to deliver
on their goals.
● Experience in RACKing, Stacking, Mounting, Cabling & Patching of
Networking devices such as Cisco Switches, Firewalls, VELO
devices,Wireless Access Points, Nutanix frame & related.
● Knowledge of Network Data (Switching & Routing) skills will be desired.
● Experience in leading IT Infrastructure Operations for Enterprises
● ITIL v4 Foundation certification (nice to have)
● Should be flexible to travel to Iron Mountain Warehouses both within India
& APAC.
● Excellent written & oral communication in English & local languages,
with professional articulation skills required for interacting with customers.
● Experience using ITSM tools such as Service Now.
● Experience in IT service management and vendor management.
● Proven leadership skills to motivate and drive for results.
● Good understanding of G suite product
● Excellent problem-solving and multitasking skills
● Manage daily, weekly, monthly and quarterly shift planning for the team
based on operational needs and requirements
● Customer-oriented attitude
● Experience in handling basic audits
● Ability to multi-task and handle multiple priorities in an innovative and fast-
paced environment.