Jobs in Indien

The Director of the Global Fusion Center will lead a centralized, global support function accountable for enterprise service performance and resolution across Duck Creek Technologies. This role oversees Help Desk operations, End User Support, Tier 1 support for Enterprise Applications, and Cybersecurity incident response and remediation. As a people manager, the Director drives operational excellence, ensures high-quality service delivery, and fosters cross-functional collaboration across global teams. The role also acts as the COE Lead for the CIO organization in India, providing strategic leadership and a commitment to continuous improvement in a dynamic, fast-paced environment.

• Lead and manage the Global Fusion Center team, ensuring alignment with enterprise IT goals and service excellence.


• Oversee global standards for End User Support services, ensuring quality, scalability, and lifecycle management.


• Direct the development and implementation of SOPs for IT support and escalation workflows.


• Oversee onboarding and training programs for Fusion Center staff to build technical and service capabilities.


• Oversee incident response and remediation for cybersecurity threats in coordination with Security Operations.


• Manage budget, vendor relationships, workforce planning, and stakeholder engagement.


• Represent the Fusion Center with senior leadership through communication, vendor management, and global workforce planning.


• Partner with Engineering, Security, and Application teams to resolve complex cross-functional issues.


• Lead continuous improvement initiatives to enhance support efficiency and user experience.


• Ensure compliance with internal policies, regulatory requirements, and audit standards.


• Perform all other duties and activities as required.


• Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:


• Mission: To empower insurers to reimagine the future of insurance


• Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses


• Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead

• Proven leadership in directing global IT support functions and empowering diverse teams.


• Ability to translate business strategy into functional plans and guide execution at an enterprise scale.


• Skilled in executive communication, stakeholder management, and negotiating across functions to drive business results.


• Deep knowledge of IT service management frameworks (e.g., ITIL), enterprise applications, infrastructure, and cybersecurity principles.


• Strong problem-solving and decision-making capabilities, with experience resolving complex, ambiguous issues.


• Accountability for function-level budgets, vendor management, and ensuring compliance with regulatory and audit standards.


• Customer-centric mindset with a commitment to continuous improvement and operational excellence.


• Collaborative and adaptable, able to reconcile multiple stakeholder views and align teams toward common objectives.

• Travel: 0-10% [X] 11-25% [ ] 26-50% [ ] 51-75% [ ] 76-100%


• Special Hours: 24/7/365 Support


• Work Authorization: Must be legally authorized to work in the country of the job location


• Physical Requirements: Sedentary Work