Incident Manager

Duck Creek Technologies

1d•Remote

About The Position

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek. WHO WE ARE: Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance. We have a flock of more than 1,700 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location. If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”! To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. TITLE: Incident Manager WHAT YOU’LL DO: The Incident Manager is responsible for orchestrating the response to high-impact incidents, ensuring timely resolution, minimizing service disruption, and maintaining communication across stakeholders. The role demands exceptional crisis management skills, technical acumen, and a strong ability to coordinate cross-functional teams under pressure.

Requirements

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).
Understand a wide breadth of technical concepts across a CI/CD environment.
Strong leadership and decision-making skills under pressure.
Excellent verbal and written communication skills for both technical and non-technical audiences.
Deep understanding of IT service management principles and practices.
Ability to manage multiple priorities and deadlines in high-stakes situations.
Strong analytical skills to drive root cause analysis and trend identification.
Familiarity with modern monitoring and incident management tools.
Demonstrated ability to build consensus across diverse teams.
Effective at maintaining calm and focus during critical situations.
Knowledge of cloud infrastructure (e.g., AWS, Azure) and application architecture.
Proven track record of improving incident management processes.
Attention to detail in documentation and follow-through.
Adept at facilitating collaboration across remote and global teams.
Proactive in identifying operational risks and implementing preventive measures.
Committed to continuous learning and process improvement.
Ethical, dependable, and resilient in challenging scenarios.
Able to support 24x7 on-call rotation.
Legally authorized to work in the country of job location.

Nice To Haves

Background in cloud-based systems and DevOps practices preferred.
Ability to use AI tools to synthesize communication, reports, and troubleshooting leads.
Certification in ITIL, incident management, or related frameworks preferred.
Experience in SaaS or technology product companies preferred.

Responsibilities

Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams.
Assume ownership of major incidents and drive coordinating efforts to ensure quick resolution of impacting events.
Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts.
Ensure adherence to established incident management processes and protocols.
Contribute to the improvement of incident response runbooks and documentation.
Own internal and external communications during major incidents.
Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).
Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.
Ensure safe execution of mitigations, rollbacks, feature flags, and failovers
Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators.
Track and report on incident metrics, identifying patterns and areas for systemic improvement.
Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.