Major Incident Manager | Flexible-First, 24/7 On-Call

Duck Creek Payments; San Francisco (CA); Hybrid; USD 97,000 - 139,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision insurance

401(k) retirement plan with match

Job summary

Duck Creek Technologies is seeking a Major Incident Manager to orchestrate the response to high-impact incidents in a fast-paced SaaS environment. You will lead cross-functional efforts, coordinate live bridge calls, and ensure rapid resolution while maintaining clear business-impact communications.

Candidates bring 5+ years in incident management, strong leadership under pressure, and experience with AI workflows, ITIL, and cloud infrastructure.

Qualifications

• Bachelor’s or Master’s Degree or equivalent experience.
• 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 built AI agents to automate work.
• Experience with ServiceNow ITSM and on-call incident coordination via PagerDuty (or comparable ITSM/on-call tools).

Responsibilities

• Orchestrate the response to high-impact incidents, ensuring timely resolution and minimal service disruption.
• Lead end-to-end incident resolution for major incidents through coordinating cross-functional teams.
• Own major incidents and drive coordinating efforts on live bridge calls for quick resolutions.
• Identify and remove blockers, elevate appropriately, and maintain momentum of troubleshooting.
• Ensure adherence to incident management processes and post-incident reviews.
• Translate technical details into business impact language for stakeholders and maintain clear communications.

Skills

Incident management

Leadership under pressure

Communication skills

AI tooling

Cloud/DevOps familiarity

ITIL knowledge

SaaS/Cloud architecture understanding

On-call coordination

Education

Bachelor's or Master’s degree

Tools

ServiceNow ITSM

PagerDuty

Job description

Duck Creek Technologies is seeking a Major Incident Manager to orchestrate the response to high-impact incidents in a fast-paced SaaS environment. You will lead cross-functional efforts, coordinate live bridge calls, and ensure rapid resolution while maintaining clear business-impact communications.

Candidates bring 5+ years in incident management, strong leadership under pressure, and experience with AI workflows, ITIL, and cloud infrastructure.