Application Support Lead: Incident Management & Uptime

Duck Creek Technologies; United States; Hybrid; USD 78,000 - 122,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision, life, and_dis

401(k) retirement plan with match (6%)

Flexible Spending Accounts (FSA) and H

Paid holidays, vacation, and volunteer

Employee Assistance Program

Job summary

Duck Creek Technologies is seeking an Associate Manager Application Support to oversee advanced technical support for its software applications and coordinate resolution of complex incidents. You will monitor performance, ensure uptime, and work with cross‑functional teams to resolve issues.

This role sits above a Senior Analyst but below a Manager, with responsibility for incident handling, root cause analysis, and deployment coordination in a flexible, hybrid work environment across the United

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in application support, IT operations, or technical troubleshooting.
• Experience with Duck Creek Technologies products or similar enterprise software.
• Knowledge of IT service management frameworks, such as ITIL.
• Experience in the insurance technology sector or other related industries.

Responsibilities

• Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues.
• Monitor application performance and system health to ensure continuous availability and identify potential disruptions before they impact business operations.
• Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.
• Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues.
• Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption.
• Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base.
• Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes.
• Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability.
• Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling.
• Support cross‑functional teams during application testing phases, providing insights on potential issues and operational impact.
• Develop and maintain detailed technical documentation and operational support guides.
• Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support.

Skills

Advanced technical support

Incident management

Root cause analysis

Cross-functional collaboration

Documentation

Education

Bachelor's degree in IT/CS

Tools

Duck Creek products

ITIL

APM tools

Job description

Duck Creek Technologies is seeking an Associate Manager Application Support to oversee advanced technical support for its software applications and coordinate resolution of complex incidents. You will monitor performance, ensure uptime, and work with cross‑functional teams to resolve issues.

This role sits above a Senior Analyst but below a Manager, with responsibility for incident handling, root cause analysis, and deployment coordination in a flexible, hybrid work environment across the United