Associate Analyst - Incident Management
Job Summary
Job Description
Dun & Bradstreet ECC (Enterprise Control Center) Operations is seeking an Associate Analyst for Incident Management to provide 24x7 Level 1 support for global production applications. This role involves monitoring application alerts, handling incidents, performing escalations, and executing service restoration steps. The analyst will interact with various teams to ensure effective incident and request handling. Responsibilities include proactive monitoring, fault isolation, managing escalations to L2 support, supporting issue bridges, reviewing runbooks, and assisting with maintenance activities. The ideal candidate demonstrates a proactive attitude towards learning and contributing to improvement initiatives.
Must have:
- 2-4 years of relevant industry experience
- Solid working knowledge of application fundamentals
- Good knowledge of operations procedures
- Strong customer service and communications skills
- ITIL incident and problem management experience
- Excellent English written and verbal skills
- Ability to multitask and prioritize
Good to have:
- Primary degree in Computer Science or related field
- A+, CCNA, MCP, Linux Certifications
- Windows OS, Linux, HP UX, Big IP Load Balancers knowledge
- Web based services (Apache, Jboss, Tomcat, IIS) knowledge
- Experience with System Monitoring and Automation
4 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.
About the role
Dun & Bradstreet ECC (Enterprise Control Center) Operations provides 24x7 Level 1 support for the organization’s global production applications monitoring, incident handling, escalations and service restorations.
This role is responsible for performing proactive monitoring of application alerts and events, follow standard ITIL Incident and Problem processes, escalations procedures, review application run books and execute routine service restoration steps to manage and resolve incidents.
Interact with peers, application support teams, engineering teams, service desk and infrastructure NOC to facilitate effective handling of service incidents and requests.
Responsibilities
- Perform proactive documented checkouts and monitoring to avoid service outages or limit their impact. Fault isolation, notifications, and escalations to restore service as necessary.
- If an issue cannot be resolved within the L1 team, manage the escalation process to L2 (paging to the correct team, ensuring an on-call engineer responds and check-in with them on resolution progress
- Supporting Issue Bridges where multiple teams are needed to resolve an important issue. Setting up the call, paging the required participants, taking timeline notes for Incident Reviews, sending Issue Status updates to Senior Executives
- Review Runbooks and pre-deployment application rollout activities that ensure health monitoring, production readiness and understanding of established recovery procedures.
- Awareness and support for implementation of scheduled and CAB approved changes.
- Support for pro-active maintenance activities such as validating failover recoveries, release deployments and routine activities required to keep the infrastructure in good health
- Demonstrates a proactive desire to learn and contribute to improvement initiatives
Skills
- Primary degree in Computer Science or related field, with 2-4 years relevant industry experience
- A+, CCNA, MCP, Linux Certifications, etc. are valued.
- Solid working knowledge of application fundamentals and functions, Windows OS, Linux, HP UX, Big IP Load Balancers.
- Good knowledge of operations procedures, application troubleshooting, security principles.
- Working knowledge of Web based services that included Apache, Jboss, Tomcat, IIS, and restoration of their services.
- Strong customer service and communications skills.
- Comfortable working within a highly collaborative team environment as well as an independent performer is essential.
- Weekend and off hours shift work and support is required.
- Strong understanding and working experience with ITIL incident and problem management processes and analytical skills.
- Excellent English written and verbal skills and ability to succinctly summarize key technical findings and root cause analysis.
- Ability to multitask and prioritize with a 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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