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# Sr. IT Application Support Analyst (Level 3 Support)

- **Company:** Iron Mountain, Inc.
- **Location:** Raleigh, NC, United States (Remote available)
- **Experience:** Expert
- **Salary:** $107,500.0 - $143,300.0
- **Contract:** Permanent contract
- **Skills:** Application Services, JIRA, Software as a Service, Linux, DevOps, Document Management Systems, Monitoring of Systems, Log Analysis, MongoDB, Cloud Services, Web Platforms, Datadog, Scripting, Enterprise Software Applications, Cloud Platform System, Grafana, Kubernetes, Restful APIs, Docker, Servicenow
- **Published:** October 31, 2026
- **Apply:** https://dejobs.org/x/x/2D307A07C270497487D6FE34204C9006/job/

## About the Role

* Minimum 5 years' experience in leading and supporting Enterprise level applications, particularly in an advanced (L3) support capacity.

 * Advanced level experience supporting cloud-based architecture and cloud-based platforms and solutions, as well as on-prem multi-tier architectures. Strong proficiency in one or more major cloud service providers to troubleshoot via log analysis and monitoring tools.

 * Deep understanding of IT service delivery principles and demonstrated experience in Incident Management, Problem Management, and Change Management.

 * Strong experience with Linux.

 * Excellent written and verbal communication skills with external customers, and a customer-focused mindset to explain highly technical concepts simply.

Desired Skills:

*Working knowledge of cloud application support and maintenance.

 * Hands-on experience with modern observability frameworks and monitoring tools (e.g.,Datadog, Grafana)

 * Experience with DevOps best practices and tools, Docker, Kubernetes, MongoDB, and REST API technologies.

 * Experience supporting Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files, or Nuxeo is a plus.

 * Experience with Python scripting and excellent ticketing experience in ServiceNow or JIRA.

 * Minimum Bachelor's degree required (BS, MS, or MBA from an accredited/recognized university).

## Description

Iron Mountain is seeking a skilled, highly motivated Sr. IT Application Support Analyst (Level 3 Support) to join our Global Technical Application Support organization, with a special focus on supporting our commercial and US government clients.

In this critical role, you will be responsible for providing expert-level technical support, troubleshooting, and deep diagnostics for our cutting-edge Digital Solutions applications deployed on cloud services, ensuring maximum stability and performance for our customers.

What You'll Do

In this role, you will:

 * Lead the resolution of complex, critical application incidents, performing root cause analysis and deep diagnostics while maintaining ownership of the client relationship until the issue is fully resolved.

 * Collaborate proactively with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance digital platforms for stability and scalability, and onboard new clients onto our digital solution platform.

 * Ensure application stability by actively monitoring systems, managing alert notifications, and participating in required shift and on-call rotations to meet or exceed expected performance.

 * Drive continuous process improvement and automation to bring efficiencies to solutions, reduce turnaround time, and apply best practices in IT service delivery, Incident, Problem, and Change Management.

 * Take full ownership and accountability for assigned tasks and projects, ensuring they are completed with high quality and within the expected timelines.