Major Incident Manager

Duck Creek Technologies; United States; Hybride; USD 110 000 - 160 000; Plein temps

Résumé du poste

Duck Creek Technologies is seeking a Major Incident Manager in the United States to orchestrate responses to high-impact incidents, ensuring timely resolution and minimal service disruption. The role requires leading cross‑functional teams during 24/7 production incidents and driving effective communications with stakeholders.

You will leverage AI workflows to automate processes, coordinate live bridge calls, and improve incident response runbooks.

Qualifications

• Bachelor’s or master’s Degree or equivalent experience relevant to functional area.
• 5+ years of experience in incident management, IT operations, or a similar role.
• Experience managing critical incidents in a 24/7 production environment.
• Leveraged AI workflows and have built AI agents to automate work.
• Experience with ServiceNow ITSM and on‑call incident coordination via PagerDuty (or comparable ITSM/on‑call tools).

Responsabilités

• Orchestrate the response to high-impact incidents, ensuring timely resolution and minimizing service disruption.
• Lead end-to-end incident resolution for major events through coordinating cross‑functional teams.
• Own major incidents and drive coordination on live bridge calls for quick resolution.
• Identify blockers, escape appropriately, and maintain momentum of troubleshooting.
• Ensure adherence to incident management processes and protocols.
• Contribute to improvement of incident response runbooks and documentation.
• Own internal and external communications during major incidents.
• Translate technical details into business-impact language (scope, severity, ETA, risk).
• Maintain clear stakeholder communication during incidents with timely updates.
• Ensure safe execution of mitigations, rollbacks, feature flags, and failovers.
• Lead post-incident review meetings with stakeholders and assign investigators.
• Track incident metrics to identify patterns and systemic improvements.
• Augment Change/Problem Managers as required.

Connaissances

Incident management

IT operations

AI workflows

PagerDuty ITSM

Cloud & DevOps

Formation

Bachelor’s or Master’s degree

Outils

ServiceNow ITSM

Description du poste

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.

WHO WE ARE:

Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.

Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market‑leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.

We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home , or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location.

If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know.We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!

To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter .

Title : Major Incident Manager

WHAT YOU’LL DO:

• The Incident Manager is responsible for orchestrating the response to high-impact incidents, ensuring timely resolution, minimizing service disruption, and maintaining communication across stakeholders. The role demands exceptional crisis management skills, technical acumen, and a strong ability to coordinate cross‑functional teams under pressure.
• Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams.
• Assume ownership of major incidents and drive coordinating efforts on live bridge calls to ensure quick resolution of impacting events.
• Identify and remove blockers, escape appropriately, and continuous momentum of troubleshooting efforts.
• Ensure adherence to established incident management processes and protocols.
• Contribute to the improvement of incident response runbooks and documentation.
• Own internal and external communications during major incidents.
• Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).
• Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.
• Ensure safe execution of mitigations, rollbacks, feature flags, and failovers
• Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators.
• Track and report on incident metrics, identifying patterns and areas for systemic improvement.
• Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.

WHAT YOU’VE DONE:

• Bachelor’s or master’s Degree and/or equivalent experience relevant to functional area.
• 5+ years of experience in incident management, IT operations, or a similar role.
• Experience managing critical incidents in a 24/7 production environment.
• Leveraged AI workflows and have even built AI agents to automate work.
• Experience with ServiceNow ITSM and on‑call incident coordination via PagerDuty (or comparable ITSM/on‑call tools).

KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS:

• Strong understanding of AI tools such Claude, CoPilot, and ChatGPT
• Understand a wide breadth of technical concepts across a CI/CD and SaaS environment.
• Background in cloud-based systems and DevOps practices preferred.
• Ability to use AI tools to synthesize communication, reports, and troubleshooting leads.