Additional Information
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.
Iron Mountain is seeking an experienced, motivated, and collaborative IT Technical Support Manager to join our Global Product Support Organization in Ankara.
In this role, you will be responsible for leading and managing a high-performing team of application support engineers in Turkey.
You will oversee daily support operations, prioritize mission-critical tasks, ensure strict adherence to contractual SLAs, and champion ITSM principles to support our clients' digital transformation journeys.
What You'll Do (Responsibilities)
In this role, you will:
Lead Technical Support Operations: Manage a team of support engineers, prioritizing mission-critical tasks to meet or exceed contractual SLAs for a large client base. Generate, track, and elevate operational performance metrics to ensure organizational goals are met.
Drive Incident & Problem Management: Maintain an advanced troubleshooting tracking log, acting as the primary escalation point for complex technical issues while ensuring rapid service restoration.
Collaborate Cross-Functionally: Partner closely with internal Product, Pre-Sales, Engineering, and Professional Services teams to resolve deeply rooted platform problems and optimize client solutions.
Uphold Operational Excellence: Oversee pre-production and release management standards before deploying solutions to client environments, ensuring deep-dive Root Cause Analysis (RCA) is systematically performed.
Process Optimization: Identify and implement opportunities for workflow automation, efficiency improvements, and modern support workflows.
Compliance & Security: Ensure all platform systems and IT operations comply with strict industry standards, security policies, and regulatory requirements, coordinating with the security team to mitigate vulnerabilities.
What You'll Bring (Skills & Qualifications)
The ideal candidate will have:
Experience: Strong experience managing technical support teams, including directly supporting external customers in a fast-paced environment.
Leadership Mastery: A proven record of accomplishment of coaching, mentoring, and leading L2/L3 application support engineers under high-pressure conditions.
Core Application Stack Proficiency: Deep knowledge of Microsoft IIS, .NET, SQL, database concepts, and REST API technologies.
Content Services & Architecture Knowledge: Prior experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, or Nuxeo is highly preferred, alongside a solid grasp of Server-Oriented Architecture (SOA).
Bilingual Fluency: Professional-level fluency in both Turkish and English (written and verbal) is strictly required to effectively manage global stakeholders and clients.
Education: A Bachelor's degree (BS, MS, or MBA) from an accredited university, or equivalent professional experience.
Ironmountain · Turkey