Director, Global Fusion Center

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

Work Environment & Other Requirements