Incident Manager

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 1,800 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.  The Incident Manager is a member of the Application Support Management Team.  The Application Support Team is responsible for managing Change, Incident, and Problem Management functions.  The Incident Manager hired for this role must be comfortable assisting or backfilling across Problem and Change Management functions as required.  Additionally, the Incident Management team operates in a 24x7 environment with on-call rotations.

Job Functions & Responsibilities:

• Lead the end-to-end incident resolution process for critical events, ensuring swift identification and mitigation of issues.

• Act as the central point of command during incidents, coordinating with engineers, support teams, and leadership.

• Ensure adherence to established incident management processes and protocols.

• Establish and maintain incident response runbooks and documentation.

• Drive root cause analysis post-incident, ensuring corrective and preventive actions are implemented.

• Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.

• Partner with internal teams to improve monitoring, alerting, and issue detection capabilities.

• Regularly conduct incident simulation drills to assess and improve team readiness.

• Track and report on incident metrics, identifying patterns and areas for systemic improvement.

• Serve as the liaison between technical teams and business stakeholders during incidents.

• Ensure all regulatory, security, and compliance requirements are addressed during incident resolution.

• Provide after-action reports and present key findings to senior leadership.

Competencies: 

• Core Employee:  

• Communication: Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients. 

• Collaboration: Work effectively in teams, build positive relationships, and contribute to achieving common goals​; includes the ability to recognize and incorporate a broad range of diverse perspectives ​ 

• Problem Solving: Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions​ 

• Accountability: Willingness to accept responsibility for your actions and work​; ability to set and achieve meaningful outcomes for oneself 

• Adaptability: ​Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued​ 

• Integrity: Conducts themselves with integrity and professionalism, understands and models our core values, and is obsessed with doing the right thing; incorporates this mindset in how they behave, in the products or services they provide, and how they treat others​ 

WHAT YOU’VE DONE: 

• Bachelor’s degree in computer science, Information Systems, or related field.

• 5+ years of experience in incident management, IT operations, or a similar role.

• Experience managing critical incidents in a 24/7 production environment.

PREFERRED:

• Certification in ITIL, incident management, or related frameworks.

• Background in cloud-based systems and DevOps practices.

• Experience in the software or technology sector.

Knowledge, Skills, Abilities & Behaviors:

• Strong leadership and decision-making skills are 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.

Work Environment & Other Requirements:

• Travel: [x] 0-10%          [] 11-25%             [] 26-50%             [] 51-75%             [] 76-100%

• Special Hours:

• Work Authorization: Must be legally authorized to work in the country of the job location

• Physical Requirements: [] Sedentary Work        [] Light Work

• Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work

WHAT WE STAND FOR 

Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improves our products, services, and systems.  As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. 

We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.

To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/

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Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.

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