Application Support Lead - Uptime & Incident Resolution

Duck Creek Payments; Boston (MA); On-site; USD 98,000 - 139,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision, life, and dis

401(k) retirement plan with match

Job summary

Duck Creek Technologies is seeking an Associate Manager of Application Support to lead advanced technical support and oversee resolution of complex incidents. You will monitor performance, ensure uptime, and coordinate with cross-functional teams to keep Duck Creek applications stable and available.

The role requires 3+ years in application support, IT operations, or troubleshooting, with strong ITIL knowledge and communication skills. Boston and other U.S.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 3+ years in application support, IT operations, or technical troubleshooting.
• Experience with ITIL or similar service-management frameworks preferred.

Responsibilities

• Provide advanced technical support for Duck Creek applications and resolve complex incidents.
• Monitor application performance and system health to ensure uptime.
• Lead root-cause analysis for critical incidents and document findings.
• Coordinate updates, patches, and releases with minimal business disruption.
• Develop and maintain technical documentation and runbooks.
• Collaborate with product, infrastructure, and QA teams to resolve issues.

Skills

Troubleshooting

Incident management

Documentation

Communication

Monitoring tools

IT environments

Collaboration

Agile/DevOps understanding

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

App performance monitoring (APM) tools

Job description

Duck Creek Technologies is seeking an Associate Manager of Application Support to lead advanced technical support and oversee resolution of complex incidents. You will monitor performance, ensure uptime, and coordinate with cross-functional teams to keep Duck Creek applications stable and available.

The role requires 3+ years in application support, IT operations, or troubleshooting, with strong ITIL knowledge and communication skills. Boston and other U.S.