Major Incident Manager — 24/7 SaaS Incident Commander

Duck Creek Technologies; California; Híbrido; USD 97 000 - 139 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible work environment

Medical, dental, vision

401(k) with match

Paid holidays and leave

Volunteer time

Resumo da oferta

Duck Creek Technologies is seeking a Major Incident Manager in the Bay Area to orchestrate high-impact incident responses, coordinate cross-functional teams, and drive rapid resolution while maintaining clear stakeholder communication. The role emphasizes crisis management, AI-enabled workflows, and ITSM tools in a 24/7 production environment.

Applicants should have 5+ years in incident management or IT operations, with ServiceNow ITSM and PagerDuty experience, and a strong emphasis on process

Qualificações

• 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).

Responsabilidades

• Orchestrate the response to high-impact incidents to ensure timely resolution and minimize service disruption.
• Lead end-to-end incident resolution for major incident events with cross-functional teams.
• Own major incidents and coordinate live bridge calls for quick resolution.
• Identify blockers and maintain momentum of troubleshooting efforts.
• Ensure adherence to incident management processes and improve runbooks and documentation.
• Own internal and external communications during major incidents.
• Translate technical details into business-impact language (scope, severity, ETA).
• Maintain clear communication with stakeholders during incidents and provide timely updates.
• Ensure safe execution of mitigations, rollbacks, feature flags, and failovers.
• Lead post-incident reviews and assign problem investigators.
• Track incident metrics and identify patterns for systemic improvement.
• Augment Change/Problem Managers as required.

Conhecimentos

Incident management

IT operations

AI workflows

Crisis coordination

Communication

Formação académica

Bachelor’s degree

Master’s degree

Ferramentas

ServiceNow ITSM

PagerDuty

On-call tools

Descrição da oferta de emprego

Duck Creek Technologies is seeking a Major Incident Manager in the Bay Area to orchestrate high-impact incident responses, coordinate cross-functional teams, and drive rapid resolution while maintaining clear stakeholder communication. The role emphasizes crisis management, AI-enabled workflows, and ITSM tools in a 24/7 production environment.

Applicants should have 5+ years in incident management or IT operations, with ServiceNow ITSM and PagerDuty experience, and a strong emphasis on process