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

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

Benefits offered by this job

Flexible work environment

Medical, dental, vision, life, and(dis

Disability insurance

Job summary

Duck Creek Technologies in the San Francisco Bay Area is seeking a Major Incident Manager to orchestrate high-impact incident responses, minimize service disruption, and communicate with stakeholders across the organization.

You will lead end-to-end resolutions, drive live bridge calls, remove blockers, improve incident runbooks, and ensure safe mitigations and post-incident reviews. A background in 24/7 IT operations, AI workflows, and ServiceNow/PagerDuty is highly valued.

Qualifications

• Bachelor's or master’s degree or equivalent experience in IT/related field.
• 5+ years of incident management, IT operations, or similar role.
• Experience managing critical incidents in a 24/7 production environment.
• Experience leveraging AI workflows and building AI agents to automate work.
• Experience with ServiceNow ITSM and on-call incident coordination via PagerDuty.

Responsibilities

• Orchestrate response to high-impact incidents, ensuring timely resolution and minimal disruption.
• Lead end-to-end incident resolution for major events with cross-functional teams.
• Own major incidents and drive live bridge calls for quick resolution.
• Identify blockers and maintain momentum in troubleshooting.
• Adhere to incident management processes and improve runbooks.
• Communicate internally and externally during incidents.
• Translate technical details into business impact language.
• Maintain clear updates with stakeholders.
• Ensure safe mitigations, rollbacks, and failovers.
• Lead post-incident reviews and assign investigators.
• Track incident metrics and identify systemic improvements.
• Assist Change/Problem Managers as needed.

Skills

Incident management

IT operations

AI workflows

Cloud-based systems

DevOps practices

Leadership

Communication

ITIL

SaaS environments

Cross-functional collaboration

Education

Bachelor's or master's degree

Tools

ServiceNow ITSM

PagerDuty

AWS

Azure

CI/CD tools

Job description

Duck Creek Technologies in the San Francisco Bay Area is seeking a Major Incident Manager to orchestrate high-impact incident responses, minimize service disruption, and communicate with stakeholders across the organization.

You will lead end-to-end resolutions, drive live bridge calls, remove blockers, improve incident runbooks, and ensure safe mitigations and post-incident reviews. A background in 24/7 IT operations, AI workflows, and ServiceNow/PagerDuty is highly valued.