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Junior IT Support - Incident Management (R-17555)

Work from home Full-time role Hiring

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.

What You'll Do:

Proactively monitorapplication alerts and events to keep our systems running smoothly.

Follow ITIL Incident and Problem processesand escalation procedures to ensure quick and effective resolutions.

Review application run booksand execute routine service restoration steps to manage and resolve incidents efficiently.

Collaborate with peers, application support teams, engineering teams, service desk, and infrastructure NOCto handle service incidents and requests seamlessly.

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 monitoringto avoid service outages or limit their impact. Handle fault isolation, notifications, and escalations to restore service as necessary.
  • Manage the escalation processto 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 Bridgesfor 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 activitiesto ensure health monitoring, production readiness, and understanding of recovery procedures.
  • Support scheduled and CAB approved changesand proactive maintenance activities such as validating failover recoveries, release deployments, and routine infrastructure health checks.
  • Demonstrate a proactive desire to learnand contribute to improvement initiatives.

    • Skills

  • Primary degreein Computer Science or related field, with 2-4 years of relevant industry experience.
  • Valued certifications: A+, CCNA, MCP, Linux, etc.
  • Solid working knowledgeof application fundamentals and functions, Windows OS, Linux, HP UX, Big IP Load Balancers.
  • Good knowledgeof operations procedures, application troubleshooting, and security principles.
  • Working knowledgeof web-based services including Apache, JBoss, Tomcat, IIS, and restoration of their services.
  • Strong customer service and communication skills.
  • Comfortable workingwithin a highly collaborative team environment as well as independently.
  • Weekend and off-hours shift work and supportis required.
  • Strong understanding and experiencewith 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 prioritizewith high attention to detail.
  • Experience with system monitoring and automationis preferred

    • Additional Information

    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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