Analyst - Incident Management
Job Summary
Job Description
Dun & Bradstreet is seeking an Analyst for Incident Management to provide 24x7 Level 1 support for global production applications. Responsibilities include proactive monitoring, incident handling, fault isolation, notifications, escalations, and service restorations. The role involves following ITIL Incident and Problem processes, collaborating with various teams, managing escalation processes to L2, supporting issue bridges, and reviewing runbooks and pre-deployment activities. The analyst will also support scheduled changes and proactive maintenance, demonstrating a desire to learn and contribute to improvement initiatives.
Must have:
- Perform proactive checkouts and monitoring
- Monitor application alerts and events
- Follow ITIL Incident and Problem processes
- Review application run books
- Collaborate with cross-functional teams
- Manage escalation process to L2
- Support Issue Bridges
- Review Runbooks and pre-deployment activities
- Support scheduled and CAB approved changes
- Proactive desire to learn
- 4-6 years of relevant experience
- Solid working knowledge of application fundamentals
- Good knowledge of operations procedures
- Strong customer service and communication skills
- Working within a highly collaborative team environment
- Weekend and off-hours shift work required
- Strong understanding of ITIL incident and problem management
- Excellent English written and verbal skills
- Ability to multitask and prioritize
- High attention to detail
Good to have:
- Valued certifications: A+, CCNA, MCP, Linux
- Working knowledge of web-based services
- Experience with system monitoring and automation
5 skills required
Job Details
Why We Work at Dun & Bradstreet
Dun & Bradstreet combines global data and local expertise to help clients make smarter decisions. With 6,000+ people in 31 countries, we are a team of diverse thinkers and problem solvers who all share a common curiosity: to find new ways to turn data into value. If you share this curiosity and want to be part of a future-ready company, come join us! Learn more at dnb.com/careers.
Why We Work at Dun & Bradstreet
Dun & Bradstreet combines global data and local expertise to help clients make smarter decisions. With 6,000+ people in 31 countries, we are a team of diverse thinkers and problem solvers who all share a common curiosity: to find new ways to turn data into value. If you share this curiosity and want to be part of a future-ready company, come join us! Learn more at dnb.com/careers.
Join Our Team at Dun & Bradstreet ECC Operations!
Are you ready to be part of a dynamic team that provides 24x7 Level 1 support for our global production applications? You'll play a crucial role in monitoring, incident handling, escalations, and service restorations.
If you're passionate about maintaining high standards of service and enjoy working in a fast-paced environment, we want to hear from you!
Responsibilities
- Perform proactive checkouts and monitoring to avoid service outages or limit their impact. Handle fault isolation, notifications, and escalations to restore service as necessary.
- Monitor application alerts and events to keep our systems running smoothly.
- Follow ITIL Incident and Problem processes and escalation procedures to ensure quick and effective resolutions.
- Review application run books and execute routine service restoration steps to manage and resolve incidents efficiently.
- Collaborate with peers, application support teams, engineering teams, service desk, and infrastructure NOC to handle service incidents and requests seamlessly.
- Manage the escalation process to L2 if issues cannot be resolved within the L1 team, ensuring the correct team is paged, an on-call engineer responds, and progress is tracked.
- Support Issue Bridges for important issues requiring multiple teams, including setting up calls, paging participants, taking timeline notes for Incident Reviews, and sending status updates to Senior Executives.
- Review Runbooks and pre-deployment activities to ensure health monitoring, production readiness, and understanding of recovery procedures.
- Support scheduled and CAB approved changes and proactive maintenance activities such as validating failover recoveries, release deployments, and routine infrastructure health checks.
- Demonstrate a proactive desire to learn and contribute to improvement initiatives
Skills
- Primary degree in Computer Science or related field, with 4-6 years of relevant industry experience.
- Valued certifications: A+, CCNA, MCP, Linux, etc.
- Solid working knowledge of application fundamentals and functions, Windows OS, Linux, HP UX, Big IP Load Balancers.
- Good knowledge of operations procedures, application troubleshooting, and security principles.
- Working knowledge of web-based services including Apache, JBoss, Tomcat, IIS, and restoration of their services.
- Strong customer service and communication skills.
- Comfortable working within a highly collaborative team environment as well as independently.
- Weekend and off-hours shift work and support is required.
- Strong understanding and experience with ITIL incident and problem management processes and analytical skills.
- Excellent English written and verbal skills, with the ability to succinctly summarize key technical findings and root cause analysis.
- Ability to multitask and prioritize with high attention to detail.
- Experience with system monitoring and automation is preferred
All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
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