ECC Associate Analyst - m/f/d ( R-19758)

Dun & Bradstreet Europe; Warszawa; On-site; PLN 240,000 - 360,000; Full time

Job summary

Dun & Bradstreet Europe is seeking an L1 Support Engineer to monitor and manage incidents for global production applications. You will perform proactive checks, escalate issues, and coordinate with cross-functional teams to ensure service restoration and uptime.

The role requires ITIL knowledge, strong English skills, and the ability to work in a collaborative or independent environment, including weekend and off-hour shifts. A technical foundation in OS and web services is essential.

Qualifications

• Holds a primary degree in Computer Science or a related field.
• Certifications such as A+, CCNA, MCP (valued).
• Experience with Windows OS, Linux, HP-UX, and Big-IP Load Balancers.
• Strong ITIL incident and problem management knowledge.
• Excellent English written and verbal skills.
• Strong customer service and communication abilities.
• Ability to work collaboratively in a team and independently.
• Willingness to work weekends and off hours.

Responsibilities

• Perform proactive documented checkouts and monitoring to avoid service outages or limit their impact.
• Manage escalation to L2 if unresolved by L1, coordinating on-call engineers.
• Support Issue Bridges requiring multiple teams, set up calls, and communicate timeline updates to seniors.
• Review Runbooks and pre-deployment activities to ensure health monitoring and readiness.
• Support scheduled changes and CAB-approved activities.
• Assist in proactive maintenance like validating failovers and routine deployments.
• Utilize approved AI-assisted tools to support incident triage and documentation.

Skills

ITIL Incident & Problem Management

English Proficiency

Customer Service

Communication Skills

Team Collaboration

Multi-tasking

Incident Resolution

Education

Bachelor's degree in Computer Science or related field

Tools

Windows OS

Linux

HP-UX

Big-IP Load Balancers

Apache

JBoss

Tomcat

IIS

Monitoring/Automation tools

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 participants, taking timeline notes for Incident Reviews, sending Issue Status updates to Senior Executives
• Review Runbooks and pre-deployment application rollout activities that ensure health monitoring, production readiness and understanding of established recovery procedures.
• Awareness and support for implementation of scheduled and CAB approved changes.
• Support for pro-active maintenance activities such as validating failover recoveries, release deployments and routine activities required to keep the infrastructure in good health
• Utilize approved AI-assisted operational tools to support incident triage, alert interpretation, runbook comprehension, documentation, and communication.

Essential Requirements

• Primary degree in Computer Science or related field, with 2-4 years relevant industry experience
• A+, CCNA, MCP, Linux Certifications, etc. are valued.
• Solid working knowledge of application fundamentals and functions, Windows OS, Linux, HP UX, Big IP Load Balancers.
• Good knowledge of operations procedures, application troubleshooting, security principles.
• Working knowledge of Web based services that included Apache, Jboss, Tomcat, IIS, and restoration of their services.
• Demonstrated ability to apply structured prompting techniques with approved AI-assisted operational tools to generate, interpret, and summarize incident context, while exercising sound human judgment to validate outputs.
• Strong customer service and communications skills.
• Comfortable working within a highly collaborative team environment as well as an independent performer is essential.
• Weekend and off hours shift work and support is required.
• Strong understanding and working experience with ITIL incident and problem management processes and analytical skills.
• Excellent English written and verbal skills and ability to succinctly summarize key technical findings and root cause analysis.
• Ability to multitask and prioritize with a high attention to detail.
• Experience with System Monitoring and Automation is preferred.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please visit https://bit.ly/3LMn4CQ.