ECC Associate Analyst - m/f/d ( R-19103)

Job description

D&B 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. Key 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 participa...