Duck Creek Production Support Lead (Hybrid NY)

Key2Source INC; New York (NY); Hybrid; USD 70.000 - 100.000; Vollzeit

Zusammenfassung

Key2Source INC is seeking a Duck Creek Production Support Engineer in NY (Hybrid) to lead L1/L2 support for Duck Creek applications. You will triage incidents, prioritize tickets, and track SLA/KPIs while engaging clients and coordinating with offshore teams for defect fixes and enhancements.

The role requires hands-on incident management, strong client-facing skills, and the ability to guide distributed teams across underwriting, rating, workflow, and transaction processing areas.

Qualifikationen

• Strong knowledge of the Duck Creek platform and P&C Insurance domain.
• Experience in Application Support, Production Support, Help Desk, or Support Lead roles.
• Hands-on experience with incident management and L2 triage.
• Excellent client-facing and stakeholder management skills.
• Ability to lead support engagements and coordinate distributed teams.

Aufgaben

• Lead L1 and L2 production support activities for Duck Creek applications.
• Manage incident triage, ticket prioritization, issue resolution, and SLA/KPI tracking.
• Serve as the point of contact for client engagement and stakeholder communication.
• Coordinate with offshore teams for defect analysis, enhancements, and resolutions.
• Support transition activities and drive steady-state production support.
• Monitor application health, manage escalations, and ensure service continuity.
• Provide functional and technical guidance across underwriting, rating, workflow, and transaction processing areas.

Kenntnisse

Duck Creek platform

P&C Insurance domain

Application support

Production support

Help desk

Support lead

Incident management

Ticketing systems

L2 triaging

Client-facing

Stakeholder management

Distributed teams coordination

Tools

Ticketing systems

Incident management tools

Jobbeschreibung

Key2Source INC is seeking a Duck Creek Production Support Engineer in NY (Hybrid) to lead L1/L2 support for Duck Creek applications. You will triage incidents, prioritize tickets, and track SLA/KPIs while engaging clients and coordinating with offshore teams for defect fixes and enhancements.

The role requires hands-on incident management, strong client-facing skills, and the ability to guide distributed teams across underwriting, rating, workflow, and transaction processing areas.