Helping careers take flight. Reshaping an industry. Enable you career to be Made on Duck Creek.

WHAT WE ARE ABOUT:

Our global team creates technology solutions that the insurance world has never seen - but really needs. With offices around the globe, our inclusive, innovative teams collaborate to continuously evolve our product offering that world class P&C Insurers build their core systems on – Billing, Claims, Policy, Insights, Reinsurance and more. The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works like they do.

Duck Creek is proud to be a Remote-First employer, empowering our employees with the choice to work from an office, from home or on a hybrid schedule. Our remote-first environment fosters inclusion, collaboration, and ensures a consistent employee experience regardless of location. We support our employees in making a decision that allows them to be the most productive they can be both at work and at home.

If working in a fast paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries into a standard for innovation and open exchange sounds exciting, let us know. We are excited for your career to be Made on Duck Creek.

WHAT YOU’LL DO:

The Support Engineer II – Incident Commander will lead the day-to-day operations for the Duck Creek OnDemand (SaaS Operations) team. This individual will fill a critical role in our rapidly expanding cloud-based SaaS business. This individual is responsible for maximizing the quality of the production operations service to exceed the contractual Service Level Agreements (e.g., performance, availability, RTO, RPO) for each of our customers, as well as any internal Service Level Objectives.

• Take command of Major Incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners (Incident Commander)
  • Ensure that the technical resources and partners have a deep understanding of the issue, the action plan and the path to resolution
  • Set clear incident resolution objectives and timings
  • Ensure that each participant understands the incident management process and their role in that process
  • Drive the technical root cause analysis process by crafting the correct technical teams and driving the technical remediation plan (Problem Management)
  • Making sure the correct incident management process is being followed per contract obligations
• Overview incident management process and identify any gaps within operational processes
• Serve as an escalation point for all Major Incidents
• Develop and improve procedures to ensure smooth and effective operational processes
• Monitor the Major Incident Management (MIM) process and establish a follow-up process to avoid escalations
• Main point of contact between monitoring and operation team for Major incidents or to minimize Major Incidents for customers
• Capable of creating reports on critical operational issues on monthly and quarterly bases

WHAT YOU’VE DONE:

• 3-5 years of IT management experience
• 7+ years IT hands-on engineering experience
• Experience with ServiceNow (preferred) or other ITSM Operations Process Management Tools
• ITIL certification or equivalent ITSM experience
• Solutions minded commander and a strong communicator as you lead the Outage calls to troubleshoot and provide solutions
• 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.
• Can do attitude and great follow up skills
• Great communication skills with the ability to orchestrate across Operational Leads

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 improve 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.

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