Application 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 and follow us on our social channels for the latest information – LinkedIn and Twitter.

TITLE
: Manager, Application Incident Manager

WHAT YOU'LL DO:
The Incident Manager leads the day-to-day operations for the Duck Creek OnDemand (SaaS -Software as a Service) team. Responsible for maximizing the quality of the production operations service to exceed the contractual SLAs (Service Level Agreements) (e.g., performance, availability, RTO (Recovery Time Objective), RPO (Recovery Point Objective)) for each of our customers. Develop and improves procedures to ensure smooth and effective operational processes. This is an individual contributor position.

• Takes command of critical incidents by setting up or taking over a major incident management (MIM) bridge calls, comprised of internal and external partners.
• Incident preparation: Responsible for setting up communication channels, inviting the appropriate people into those channels during an incident, and training team members on best practices for not only incident management, but also communication during an incident.
• Decision-making: Responsible for quickly assessing an incident and making decisions about what to do, which team members are needed, and what actions come next at every stage of the resolution process. This should include understanding the situation, gathering and synthesizing information, and prioritizing expert recommendations.
• Delegation: Delegates tasks to their teams and know when to expand the team by pulling in additional developers, communication experts, etc.
• Oversight: Responsible for overseeing the process from start to finish, asking the right questions, getting regular status reports from each team member, and prioritizing next steps. Looks at the "big picture" of the process and applies best practices or develop new strategies.
• Team alignment: May have responsibility for managing multiple teams who work on a resolution, depending on the level of the incident. Oversees communication and to ensure everyone is on the same page, and keeping communications focused to minimize time for resolution.
• Panic management: Responsible for keeping the teams calm and focused during incidents. Including managing the team members, managing the stress within the staff through communications, and consistently bring the focus back to the task at hand. When possible, take any additional stress burden off their teams by heading off the steady stream of questions and panic coming from internal and external stakeholders.
• Escalation and resource management: When appropriate, responsible for escalating issues to more senior or specialized developers and/or bringing in additional resources to speed up resolution.
• Planning: Both before and during an incident, ensure the next steps and backup plans are in place and are ready to go.
• Post-mortems: Once an incident has been resolved, responsible for the post-mortem process, including creating documents where teams can share their thoughts, planning post-mortem meetings, and making recommendations on how to prevent or lessen the impact of future incidents. Guides the incident management process and identifies any gaps within operational processes.
• Develops and improves procedures to ensure smooth and effective operational processes
• Monitors the MIM process and establish a follow-up process through a Post Incident Review (PIR) call
• Functions as the main point of contact between monitoring and operations teams
• Capable of creating reports on critical operational issues on a monthly and quarterly basis
• Provides input on Incident Management and MIM practice improvements
• Contributes with implementation and continues improvement practice
• Engages in other ITSM/ITIL practice improvements/enhancements as required

WHAT YOU'VE DONE:

• Bachelor's or master's Degree and/or equivalent experience relevant to functional area
• 5+ years' experience in Incident Management or any other ITSM practices
• ServiceNow, Zendesk or other ticketing tool experience (as it relates to incidents/problem/change/knowledge)
• High level experience with Cloud Infrastructure, Azure, SQL, Windows, Networking and SaaS

Knowledge, Skills & Abilities

• ITIL Foundation certificate or OSA or Service Operations Certificate or equivalent certifications preferred
• Solid organizational skills including attention to detail and multi-tasking. Must be organized, flexible and able to manage multiple initiatives simultaneously
• Excellent client-facing and internal communication skills. Strong interpersonal, verbal, and written communication, presentation, and technical communication skills.
• Displays the capacity to convey technical jargon to non-technical audiences
• Ability to be proactive and have great follow up skills
• Good listening skills, well-versed in gathering, synthesizing, and prioritizing expert recommendations
• Ability to make decisions and have strong problem-solving skills

Other Requirements

• Travel: 0 – 25%
• Work Authorization: Legally authorized to work in the country of the job location.

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:

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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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