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.
- 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
