Incident Manager (R-17149)

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

The Incident Manager will oversee all aspects of the day-to-day incident management process and guide a team of ECC Analysts. 

This role will coordinate technical trouble shooting calls and guide teams with focus on restoring service and reducing impact to the business and clients, play a major role in post incident reviews and will transition client impacting incidents to the Problem Management team.

Responsibilities

• Lead the response to major incidents within the ECC, ensuring swift resolution and minimal disruption to business operations.
• Coordinate the investigation of major incidents and ensure resolution by driving analysis on Priority Issue Bridges to ensure service disruptions are resolved as quickly as possible
• Monitor and assess the impact of incidents, escalating to senior management and executive teams as necessary.
• Conduct and facilitate post-incident reviews to identify root causes, contributing to continuous improvement efforts.
• Work with problem management teams to implement corrective actions and prevent future incidents.
• Develop and maintain incident management documentation, including procedures, playbooks, and workflows.
• Manage communication during major incidents to both business and IT stakeholders
• Verify service is restored and impact accurately assessed
• Implement process improvements for Operations (alert handling / recovery) & Incident Management (command & control)
• Provide training, guidance, and mentorship to ECC Analysts on incident management best practices.

Skills

• Bachelor’s degree in computer science or related field or equivalent professional experience.
• 7+ years of experience. Preferable 5+ years in production support for an enterprise-level platform with high-availability requirements along with a strong understanding of concept pertaining command center operations and incident management
• Experience with ServiceNOW Splunk and system monitoring tools.
• Ability to thrive in a high energy, high growth, fast paced, entrepreneurial environment. Willing to learn new skills and implement new technologies.
• Strong organizational skills with high attention to detail and the able to work independently with minimal supervision.
• Highly-collaborate team player who can build strong relationships at all levels of the technology and business organizations.
• Proficiency in Microsoft Office Suite skills.
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Fluency in English language.

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.