Application Incident Manager

Application Incident Manager

Duck Creek Technologies is actively seeking an Application Incident Manager to lead day-to-day operations for our Duck Creek OnDemand (SaaS) team. This pivotal individual contributor role focuses on maximizing the quality of production operations to consistently exceed contractual Service Level Agreements (SLAs) across performance, availability, RTO, and RPO for our valued customers. You will play a crucial role in developing and improving procedures to ensure smooth and effective operational processes within a flexible-first work environment that empowers employees globally.

As the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry, Duck Creek Technologies offers a platform upon which modern insurance systems are built. Our modern SaaS solutions enable agile, intelligent, and evergreen operations, helping insurers set new standards and revolutionize customer interactions. With over 1,000 successful implementations, we remove IT burdens, allowing insurers to focus on their core business. Join our flock of over 1,800 employees and contribute to transforming one of the world's oldest and largest industries.

What You'll Do

• Lead critical incidents by taking command of major incident management (MIM) bridge calls with internal and external partners.
• Prepare for incidents by setting up communication channels, inviting appropriate personnel, and training teams on incident management and communication best practices.
• Make swift decisions during incidents, assessing situations, synthesizing information, prioritizing expert recommendations, and determining next actions.
• Delegate tasks effectively to team members and expand the resolution team by bringing in additional developers or communication experts as needed.
• Oversee the entire incident resolution process from start to finish, requesting regular status reports, prioritizing next steps, and applying best practices.
• Ensure team alignment by managing communication across multiple teams involved in resolution, maintaining focus to minimize resolution time.
• Manage panic by keeping teams calm and focused, handling stress, and diverting external questions to protect the resolution team.
• Escalate issues to senior or specialized developers and bring in additional resources to expedite resolution when appropriate.
• Plan effectively both before and during incidents, ensuring next steps and backup plans are established and ready for execution.
• Conduct thorough post-mortems after incident resolution, creating documentation, planning meetings, and recommending preventive measures for future incidents.
• Develop and continuously improve operational procedures to ensure efficiency and effectiveness.
• Monitor the MIM process and establish follow-up through Post Incident Review (PIR) calls.
• Act as the main point of contact between monitoring and operations teams.
• Generate monthly and quarterly reports on critical operational issues.
• Contribute input on Incident Management and MIM practice improvements.
• Engage in other ITSM/ITIL practice improvements and enhancements as required.
• Support on-call rotations as part of the team.

What You've Done

• Bachelor’s or master’s Degree and/or equivalent experience relevant to the functional area.
• 5+ years’ experience in Incident Management or other ITSM practices.
• Proficiency with ServiceNow, Zendesk, or other ticketing tools related to incidents, problems, changes, and knowledge management.
• High-level experience with Cloud Infrastructure, Azure, SQL, Windows, and Networking, particularly in a SaaS environment.

Knowledge, Skills & Abilities

• ITIL Foundation certificate or OSA or Service Operations Certificate or equivalent certifications preferred.
• Solid organizational skills, including meticulous attention to detail and the ability to multi-task effectively.
• Excellent client-facing and internal communication skills, with strong interpersonal, verbal, written, presentation, and technical communication abilities.
• Capacity to convey complex technical information to non-technical audiences.
• Proactive mindset with strong follow-up skills.
• Excellent listening skills, proficient in gathering, synthesizing, and prioritizing expert recommendations.
• Strong decision-making and problem-solving capabilities.

Key skills/competency

• Incident Management
• SaaS Operations
• SLA Management
• Crisis Management
• Process Improvement
• Post-Mortem Analysis
• Delegation
• Communication Skills
• Problem Solving
• Cloud Infrastructure