> Markdown version of [/jobs/ext/3654483-major-incident-manager](https://www.wearedevelopers.com/jobs/ext/3654483-major-incident-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Major Incident Manager

- **Company:** Duck Creek Technologies
- **Location:** United States
- **Experience:** Expert
- **Salary:** $97,400.0 - $139,200.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Amazon Web Services, Applications Architecture, Microsoft Azure, Software as a Service, Cloud Computing, Continuous Integration, DevOps, Information Technology Operations, Microsoft Copilot, Agentic-AI, Claude, GPT, Automation Anywhere, Pagerduty, Servicenow
- **Published:** October 9, 2026
- **Apply:** https://startup.jobs/major-incident-manager-duck-creek-10348393

## About the Role

* Bachelor's or master's Degree and/or equivalent experience relevant to functional area.
 * 5+ years of experience in incident management, IT operations, or a similar role.
 * Experience managing critical incidents in a 24/7 production environment.
 * Leveraged AI workflows and have even built AI agents to automate work.
 * Experience with ServiceNow ITSM and on-call incident coordination via PagerDuty (or comparable ITSM/on-call tools).

KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS:

 * Strong understanding of AI tools such Claude, CoPilot, and ChatGPT
 * Understand a wide breadth of technical concepts across a CI/CD and SaaS environment.
 * Background in cloud-based systems and DevOps practices preferred.
 * Ability to use AI tools to synthesize communication, reports, and troubleshooting leads.
 * Certification in ITIL, incident management, or related frameworks preferred.
 * Experience in SaaS or technology product companies preferred.
 * Strong leadership and decision-making skills 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.
 * undefined

## Description

* 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.
 * Lead end-to-end incident resolution for major incident events through orchestrating combined technical efforts of responding teams.
 * Assume ownership of major incidents and drive coordinating efforts on live bridge calls to ensure quick resolution of impacting events.
 * Identify and remove blockers, escalate appropriately, and continuous momentum of troubleshooting efforts.
 * Ensure adherence to established incident management processes and protocols.
 * Contribute to the improvement of incident response runbooks and documentation.
 * Own internal and external communications during major incidents.
 * Translate technical details into business-impact language (scope, severity, risk, ETA, confidence level).
 * Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.
 * Ensure safe execution of mitigations, rollbacks, feature flags, and failovers
 * Lead post incident review meetings with stakeholders to confirm event details and assign problem investigators.
 * Track and report on incident metrics, identifying patterns and areas for systemic improvement.
 * Augment Change Managers and / or Problem Managers as required in the performance of those responsibilities.