[Hiring] Incident Manager @LE007 Duck Creek Technologies Pty Ltd

Role 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. The Incident Manager is a member of the Application Support Management Team.

• Lead the end-to-end incident resolution process for critical events, ensuring swift identification and mitigation of issues.
• Act as the central point of command during incidents, coordinating with engineers, support teams, and leadership.
• Ensure adherence to established incident management processes and protocols.
• Establish and maintain incident response runbooks and documentation.
• Drive root cause analysis post-incident, ensuring corrective and preventive actions are implemented.
• Maintain clear and continuous communication with stakeholders during incidents, providing timely updates.
• Partner with internal teams to improve monitoring, alerting, and issue detection capabilities.
• Regularly conduct incident simulation drills to assess and improve team readiness.
• Track and report on incident metrics, identifying patterns and areas for systemic improvement.
• Serve as the liaison between technical teams and business stakeholders during incidents.
• Ensure all regulatory, security, and compliance requirements are addressed during incident resolution.
• Provide after-action reports and present key findings to senior leadership.

Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field.
• 5+ years of experience in incident management, IT operations, or a similar role.
• Experience managing critical incidents in a 24/7 production environment.

Requirements

• Certification in ITIL, incident management, or related frameworks (preferred).
• Background in cloud-based systems and DevOps practices (preferred).
• Experience in the software or technology sector (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.

Benefits

• Flexible-First employer with options to work from an office, home, or hybrid schedule.