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Director, Global Fusion Center

Director, Global Fusion Center

Duck Creek Payments

6 - 10 years

30 - 35 Lacs

mumbai

Posted:2 hours ago| Platform:

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Skills Required

vendor management plaster operations management flooring service management administration business development training hrsd shuttering branch management counselling center management operations rcc plastering brick work itil communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead and manage the Global Fusion Center team, ensuring alignment with enterprise IT goals and service excellence.

Oversee global standards for End User Support services, ensuring quality, scalability, and lifecycle management .

Direct the development and implementation of SOPs for IT support and escalation workflows.

Oversee onboarding and training programs for Fusion Center staff to build technical and service capabilities. .

Oversee incident response and remediation for cybersecurity threats in coordination with Security Operations .

Manage budget, vendor relationships, workforce planning, and stakeholder engagement. .

Represent the Fusion Center with senior leadership through communication, vendor management, and global workforce planning .

Partner with Engineering, Security, and Application teams to resolve complex cross-functional issues.

Lead continuous improvement initiatives to enhance support efficiency and user experience.

Ensure compliance with internal policies, regulatory requirements, and audit standards.

Perform all other duties and activities as required .

Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:

Mission: To empower insurers to reimagine the future of insurance

Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses

Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead

Knowledge, Skills, Abilities & Behaviors:

Proven leadership in directing global IT support functions and empowering diverse teams.

Ability to translate business strategy into functional plans and guide execution at an enterprise scale.

Skilled in executive communication, stakeholder management, and negotiating across functions to drive business results.

Deep knowledge of IT service management frameworks (e.g., ITIL), enterprise applications, infrastructure, and cybersecurity principles.

Strong problem-solving and decision-making capabilities, with experience resolving complex, ambiguous issues.

Accountability for function-level budgets, vendor management, and ensuring compliance with regulatory and audit standards.

Customer-centric mindset with a commitment to continuous improvement and operational excellence.

Collaborative and adaptable, able to reconcile multiple stakeholder views and align teams toward common objectives .

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