IT Support - Incident Management

• 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.

• 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.

Notice to Applicants: Please be advised that this job posting page is hosted and powered by Lever. Your use of this page is subject to Lever's Privacy Notice and Cookie Policy, which governs the processing of visitor data on this platform.

#LI-DNI