Incident Director (R-17418)
Dun & Bradstreet
Why We Work at Dun & BradstreetDun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us! Learn more at .
The Incident Director is responsible for the people management of ECC Analysts, with oversight of their delivery of our incident management process. The role also includes acting as the Incident commander on major incident bridges and identifying and driving initiatives (including use of observability tools) to deliver a continuous improvement focused incident program with highest focus on customer experience.Key Responsibilities:People manage ECC team, setting SMART performance objectives that align to incident delivery effectiveness and improvements. Conduct regular 1 to 1’s and performance reviews and stretch and challenge the team, growing their performance.Lead the response to major incidents within the ECC, ensuring swift resolution and minimal disruption to business operations. Recognized as someone who can manage the most critical P1 outages, maintaining a Command & Control over all participants on an Incident irrespective of seniority.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.Drives the standard for how we deliver the Incident Management function. Identifying and delivering on significant improvements that establishes a reputation for best-in-class Incident Resolution.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 and less experienced Incident Managers, on incident management best practices.Key Requirements:Bachelor’s degree in computer science or related field or equivalent professional experience.10+ 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 including people 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.Where applicable, fluency in English and languages relevant to the working market.
Benefits We Offer· Generous paid time off in your first year, increasing with tenure.· Up to 16 weeks 100% paid parental leave after one year of employment.· Paid sick time to care for yourself or family members. · Education assistance and extensive training resources.· Do Good Program: Paid volunteer days & donation matching. · Competitive 401k & Employee Stock Purchase Plan with company matching. · Health & wellness benefits, including discounted Wellhub membership rates.· Medical, dental & vision insurance for you, spouse/partner & dependents.· Learn more about our benefits: .
All Dun & Bradstreet job postings can be found at and . Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
Notice to Applicants: Please be advised that this job posting page is hosted and powered by Lever. Your use of this page is subject to Lever's and , which governs the processing of visitor data on this platform.
Equal Employment Opportunity (EEO): Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found . Pay transparency nondiscrimination statement/posting - OFCCP's pay transparency policy can be found . We participate in E-Verify - The current poster can be found .
Accommodations information for applicants with disabilities: Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to to let us know the nature of your accommodation request and your contact information.
The Incident Director is responsible for the people management of ECC Analysts, with oversight of their delivery of our incident management process. The role also includes acting as the Incident commander on major incident bridges and identifying and driving initiatives (including use of observability tools) to deliver a continuous improvement focused incident program with highest focus on customer experience.Key Responsibilities:People manage ECC team, setting SMART performance objectives that align to incident delivery effectiveness and improvements. Conduct regular 1 to 1’s and performance reviews and stretch and challenge the team, growing their performance.Lead the response to major incidents within the ECC, ensuring swift resolution and minimal disruption to business operations. Recognized as someone who can manage the most critical P1 outages, maintaining a Command & Control over all participants on an Incident irrespective of seniority.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.Drives the standard for how we deliver the Incident Management function. Identifying and delivering on significant improvements that establishes a reputation for best-in-class Incident Resolution.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 and less experienced Incident Managers, on incident management best practices.Key Requirements:Bachelor’s degree in computer science or related field or equivalent professional experience.10+ 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 including people 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.Where applicable, fluency in English and languages relevant to the working market.
Benefits We Offer· Generous paid time off in your first year, increasing with tenure.· Up to 16 weeks 100% paid parental leave after one year of employment.· Paid sick time to care for yourself or family members. · Education assistance and extensive training resources.· Do Good Program: Paid volunteer days & donation matching. · Competitive 401k & Employee Stock Purchase Plan with company matching. · Health & wellness benefits, including discounted Wellhub membership rates.· Medical, dental & vision insurance for you, spouse/partner & dependents.· Learn more about our benefits: .
All Dun & Bradstreet job postings can be found at and . Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
Notice to Applicants: Please be advised that this job posting page is hosted and powered by Lever. Your use of this page is subject to Lever's and , which governs the processing of visitor data on this platform.
Equal Employment Opportunity (EEO): Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found . Pay transparency nondiscrimination statement/posting - OFCCP's pay transparency policy can be found . We participate in E-Verify - The current poster can be found .
Accommodations information for applicants with disabilities: Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to to let us know the nature of your accommodation request and your contact information.
Confirm your E-mail: Send Email
All Jobs from Dun & Bradstreet