Associate Analyst - Incident Management (R-18031)

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 . 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 . 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 initiative

Skills

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