Senior Major Incident Manager - Flexible-First, Remote

Duck Creek Technologies; United States; Hybrid; USD 110,000 - 160,000; Full time

Job summary

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).

Responsibilities

• 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.

Skills

Incident management

IT operations

AI workflows

PagerDuty ITSM

Cloud & DevOps

Education

Bachelor’s or Master’s degree

Tools

ServiceNow ITSM

Job description

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.