Associate Manager, Application Support - Flexible-First

Duck Creek Technologies; Bolivar (MO); Hybrid; USD 78,000 - 122,000; Full time

Benefits offered by this job

Flexible work environment

Medical, dental, vision, life & AD

401(k) retirement plan with match

FSA/HSA

Paid holidays & vacation

Employee Assistance Program

Job summary

Duck Creek Technologies seeks an Associate Manager Application Support to oversee advanced technical support for our software applications and ensure uptime. This role operates above a Senior Analyst but below a Manager, focusing on incident resolution and stable operations.

You will monitor performance, lead root cause analyses, manage releases, and document processes to improve support. Travel up to 10% may be required.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 3+ years 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.

Skills

Troubleshooting

Incident management

APM tools

Networking & Cloud

Communication skills

Documentation

Cross-functional teamwork

Agile/DevOps

ITIL knowledge

Education

Bachelor’s degree in IT/CS

Tools

Duck Creek applications

ITIL framework

Job description

Duck Creek Technologies seeks an Associate Manager Application Support to oversee advanced technical support for our software applications and ensure uptime. This role operates above a Senior Analyst but below a Manager, focusing on incident resolution and stable operations.

You will monitor performance, lead root cause analyses, manage releases, and document processes to improve support. Travel up to 10% may be required.