Job Summary:
The Director of the Global Fusion Center will lead a centralized, global support function accountable for enterprise service performance and resolution across Duck Creek Technologies. This role oversees Help Desk operations, End User Support, Tier 1 support for Enterprise Applications, and Cybersecurity incident response and remediation. As a people manager, the Director drives operational excellence, ensures high-quality service delivery, and fosters cross-functional collaboration across global teams. The role also acts as the COE Lead for the CIO organization in India, providing strategic leadership and a commitment to continuous improvement in a dynamic, fast-paced environment.
Job Functions & Responsibilities
- 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.
Work Environment & Other Requirements
- Travel: [] 0-10% [X] 11-25% [] 26-50% [] 51-75% [] 76-100%
- Special Hours: 24/7/365 Support
- Work Authorization: Must be legally authorized to work in the country of the job location
- Physical Requirements: [X] Sedentary Work [] Light Work
- Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
- Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work
