Application Support Analyst II

Jobtailor

Mumbai

On-site

INR 600,000 - 1,200,000

Full time

9 days ago

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Job summary

Jobtailor is seeking an experienced application support professional to manage Duck Creek applications and deliver high-quality user support. The role emphasizes incident resolution, root-cause analysis, and collaboration with development and IT teams.

The candidate should have 2–5 years in technical support, solid SQL Server and Azure experience, and the ability to work under pressure in a fast-paced environment. Suitable for Mumbai-based applicants seeking on-site work.

Qualifications

Bachelor's degree in IT/CS or related field.
2-5 years of experience in application support, IT operations, or a similar technical support role.
Strong problem-solving and troubleshooting skills.
Strong written and verbal communication skills.
Ability to work under pressure and manage multiple tasks in a fast-paced environment.
Understanding of IT environments, including basic networking, infrastructure, and cloud technologies.
Knowledge of incident, problem, and change management processes.
Familiarity with enterprise software release cycles and deployment processes.
Preferred: Experience with Duck Creek Technologies products or similar enterprise software.

Responsibilities

Maintain active ticket ownership and demonstrate strong closure habits and quality expectations
Provide first-line technical support for Duck Creek applications
Respond to user inquiries and resolve incidents
Investigate and troubleshoot application issues, identify root causes, and implement resolutions
Support day-to-day ticket operations, reduce backlog, and improve service delivery
Escalate complex issues to specialized departments when necessary
Document incidents, troubleshooting steps, and resolutions in support knowledge bases
Identify recurring issues and recommend long-term solutions to improve system performance
Collaborate with application development and infrastructure teams to resolve issues and implement new features
Maintain response-time and communication standards while providing professional customer resolution
Participate in training sessions and stay current on system updates, application changes, and new functionalities
Perform other duties and activities as required
Act in accordance with Duck Creek Technologies’ mission, vision, and core values

Skills

Problem solving

Troubleshooting

Communication skills

Under pressure

IT environments

Analytical thinking

Agile

DevOps

SQL knowledge

SQL Server

Azure

IIS

REST APIs

Postman

SAML

PowerShell

Teamwork

Education

Bachelor's degree in IT/CS or related field

Tools

SQL Server

T-SQL

REST APIs

HTML

JavaScript

Azure

IIS

PowerShell

Postman

Swagger/OpenAPI

FTP/SFTP

XML/XSLT

Application Insights

Log Analytics

Microsoft Entra ID

Azure SQL

Azure Functions

Azure Data Factory

Azure Monitor

Job description

Maintain active ticket ownership and demonstrate strong closure habits and quality expectations
Provide first-line technical support for Duck Creek applications
Respond to user inquiries and resolve incidents
Investigate and troubleshoot application issues, identify root causes, and implement resolutions
Support day-to-day ticket operations, reduce backlog, and improve service delivery
Escalate complex issues to specialized departments when necessary
Document incidents, troubleshooting steps, and resolutions in support knowledge bases
Identify recurring issues and recommend long-term solutions to improve system performance
Collaborate with application development and infrastructure teams to resolve issues and implement new features
Maintain response-time and communication standards while providing professional customer resolution
Participate in training sessions and stay current on system updates, application changes, and new functionalities
Perform other duties and activities as required
Act in accordance with Duck Creek Technologies’ mission, vision, and core values

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field
2-5 years of experience in application support, IT operations, or a similar technical support role
Strong problem-solving and troubleshooting skills
Strong written and verbal communication skills
Ability to work under pressure and manage multiple tasks in a fast-paced environment
Understanding of IT environments, including basic networking, infrastructure, and cloud technologies
Ability to escape complex issues and collaborate with senior staff
Familiarity with enterprise software release cycles and deployment processes
Knowledge of incident, problem, and change management processes
Customer-oriented mindset
Strong organizational skills and attention to detail
Ability to adapt to changing technologies and stay updated on new features and system enhancements
Basic knowledge of Agile and DevOps methodologies as they relate to application support
Ability to work independently and in a team
Analytical skills to evaluate performance trends and suggest improvements
Strong commitment to continuous learning and development
Ability to perform basic SQL Server CRUD queries and work with schemas, stored procedures, functions, views, SQL Server Agent jobs, maintenance plans, and other SQL Server resources
Intermediate or above understanding of advanced SQL topics, including T-SQL, cursors, CTEs, temporary tables, joins, subqueries, transactions, error handling, indexing, query execution plans, performance analysis, XML querying, dynamic SQL, backups, restoration, and SQL tracing/profiling
Strong working knowledge of SQL Server Replication
Working knowledge of Azure Portal and core application-support services, including Azure App Services, Azure Storage, Azure SQL, Azure Functions, Azure Data Factory, Azure Monitor, Application Insights, Log Analytics, Microsoft Entra ID, and Azure Key Vault
Ability to investigate and troubleshoot application, data, integration, and configuration issues using diagnostic information
Working knowledge of IIS
Working knowledge of SSO and SAML-based authentication
Working knowledge of REST APIs and web services; experience with Postman and Swagger/OpenAPI
Working knowledge of FTP/SFTP, XML/XSLT, and PowerShell
Ability to read and understand application code, including .NET, JET, HTML, and JavaScript
Preferred: Experience with Duck Creek Technologies products or similar enterprise software
Preferred: Knowledge of IT service management frameworks such as ITIL
Preferred: Experience in the insurance technology sector or related industries

Core Competencies

Demonstrates strong problem-solving and troubleshooting capabilities in application support, with proficiency in SQL Server and Azure technologies. Maintains effective communication and organizational skills while managing multiple tasks in a fast-paced environment.

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