Application Incident Manager
Duck Creek Technologies
full-time
Posted on:
Location Type: Remote
Location: India
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Tech Stack
About the role
- 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 for each of our customers
- Develops and improves procedures to ensure smooth and effective operational processes
- Takes command of critical incidents by setting up or taking over a major incident management (MIM) bridge calls, comprised of internal and external partners
- Responsible for setting up communication channels, inviting the appropriate people into those channels during an incident
- 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
- Delegates tasks and oversees the process from start to finish, asking the right questions
- Responsible for keeping the teams calm and focused during incidents
- Responsible for escalating issues to more senior or specialized developers and/or bringing in additional resources to speed up resolution
- Responsible for the post-mortem process, including creating documents where teams can share their thoughts
Requirements
- 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
- ITIL Foundation certificate or OSA or Service Operations Certificate or equivalent certifications preferred
Benefits
- Flexible-First employer
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Incident ManagementITSM practicesCloud InfrastructureAzureSQLWindowsNetworkingSaaSprocedures developmentpost-mortem process
Soft Skills
leadershipcommunicationdelegationproblem-solvingcalmness under pressuredecision-makingteam managementorganizational skillscritical thinkingcollaboration
Certifications
Bachelor's DegreeMaster's DegreeITIL Foundation certificateOSAService Operations Certificate