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

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Posted By

Jaya

Assistant Manager at Duck Creek Technologies India LLP

Last Active: 09 October 2025

Job Views:
137

Applications: 25

Recruiter Actions: 0

Posted in

IT & Systems