Application Support Lead — Incident & Uptime

Duck Creek Technologies

San Francisco (CA)

Hybrid

USD 98,000 - 139,000

Full time

2 days ago

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Benefits offered by this job

Flexible work environment

Medical, dental, vision, life, and DI

401(k) retirement plan with match

FSA and HSA

Paid holidays, vacation, and volunteer

Employee Assistance Program (EAP)

Job summary

Duck Creek Technologies is seeking an Associate Manager Application Support to provide advanced technical support for Duck Creek software, monitor uptime, and coordinate incident resolution. You will lead critical investigations, work with cross-functional teams, and help maintain a robust support operation across our cloud-enabled applications.

The role emphasizes collaboration with product, infrastructure, and QA teams, adherence to SLAs, and continuous improvement of support processes.

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 roles.

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.