Senior Incident Commander — Cloud SaaS

Duck Creek Payments; California; Hybrid; USD 97,000 - 139,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision insurance

401(k) with match

Job summary

Duck Creek Technologies is seeking a Major Incident Manager in the Bay Area to coordinate high‑impact incidents, drive swift resolutions, and maintain cross‑functional collaboration. You will translate technical impacts into business terms and lead post‑incident reviews, while guiding teams through mitigations and rollbacks.

The role requires 5+ years in incident management, familiarity with AI tools, and experience with ServiceNow ITSM and PagerDuty.

Qualifications

• 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.
• Experience with ServiceNow ITSM and on-call incident coordination via PagerDuty (or comparable ITSM/on-call tools).

Responsibilities

• Lead end-to-end incident resolution for major incident events and coordinate technical responses.
• Own major incidents and drive live bridge calls to ensure quick resolution.
• Identify blockers, escalate appropriately, and maintain momentum of troubleshooting.
• Ensure adherence to incident management processes and post-incident reviews.

Skills

Incident management

IT operations

AI workflows

ServiceNow ITSM

PagerDuty on-call

Crisis management

Cloud/DevOps concepts

Communication skills

Education

Bachelor’s or Master’s degree

Tools

ServiceNow ITSM

PagerDuty

Monitoring tools

Job description

Duck Creek Technologies is seeking a Major Incident Manager in the Bay Area to coordinate high‑impact incidents, drive swift resolutions, and maintain cross‑functional collaboration. You will translate technical impacts into business terms and lead post‑incident reviews, while guiding teams through mitigations and rollbacks.

The role requires 5+ years in incident management, familiarity with AI tools, and experience with ServiceNow ITSM and PagerDuty.