Associate Manager, Application Support

🔥 0 minutes ago

🏰 Missouri, South Carolina – Remote

🏰 Missouri – Remote 🌴 South Carolina – Remote

💵 $78.2k - $122.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Duck Creek Technologies

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🛡️ Insurance

☁️ SaaS

🏢 Enterprise

💰 $230M Private Equity Round on 2020-06

Insurance • SaaS • Enterprise

Duck Creek Technologies is a leading provider of comprehensive software solutions for the insurance industry, specifically focusing on property and casualty (P&C) insurance. Their platform offers a suite of core system solutions, including policy, billing, claims, and analytics. With a strong emphasis on low-code configurability, Duck Creek enables insurers to quickly implement changes and launch new products to meet market needs. The company also emphasizes partnerships with leading technology innovators to deliver enhanced customer experiences and streamline operations for insurers around the world.

📋 Description

• 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 • Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues • Lead root cause analysis for critical incidents, documenting findings and implementing preventive solutions • Coordinate application updates, patches, and releases with minimal disruption • Maintain incident logs, reports, and resolution documentation • Analyze support requests to identify trends and recurring issues and recommend process improvements • Use performance monitoring tools to track uptime and performance and enhance stability • Ensure adherence to SLAs by managing response times, resolution timelines, and incident handling • Support cross-functional teams during application testing phases • Develop and maintain technical documentation and operational support guides • Stay current with Duck Creek application updates and functionalities

🎯 Requirements

• 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 • Experience with Duck Creek Technologies products or similar enterprise software solutions preferred • Knowledge of IT service management frameworks, such as ITIL preferred • Experience in the insurance technology sector or other related industries preferred • Strong troubleshooting skills • Knowledge of incident and problem management practices • Proficiency in using application performance monitoring tools • Strong understanding of IT environments, including networking, infrastructure, and cloud technologies • Familiarity with enterprise software release cycles and deployment processes • Understanding of Agile and DevOps methodologies as they relate to application support • Travel: 10% • Must be legally authorized to work in the country of the job location

🏖️ Benefits

• Flexible work environment • Medical, dental, vision, life, and disability insurance • 401(k) retirement plan with match (6% employer match up to $12,000 annually) • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) • Paid holidays, vacation, and volunteer time • Employee Assistance Program (EAP) • Annual bonus compensation, subject to plan terms and individual eligibility