Manage the performance, reliability, and operational support of Duck Creek Technologies' software applications globally
Monitor and manage the operational performance of all enterprise applications, ensuring their availability and reliability
Provide advanced application support for critical incidents and problems, including troubleshooting and root cause analysis
Collaborate with cross-functional teams to identify, analyze, and resolve technical issues that impact application functionality
Develop and implement best practices and processes for application monitoring, issue escalation, and resolution
Coordinate with product development teams to ensure timely updates, patches, and releases to the applications
Manage incident, problem, and change management processes, ensuring timely resolution
Utilize performance monitoring tools and analytics to identify trends, potential risks, and areas for improvement
Lead efforts to optimize application support processes and workflows
Create and maintain comprehensive documentation of application support processes, troubleshooting guides, and resolution steps.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field
5+ years of experience in application support, IT operations, or a related field
Experience with Duck Creek Technologies products or similar enterprise software solutions (preferred)
Knowledge of IT service management frameworks, such as ITIL
Experience in the insurance technology sector or other related industries (preferred)
Strong analytical and problem-solving skills with experience in troubleshooting complex application issues
Knowledge of incident management, problem management, and change management processes
Proficiency in application monitoring tools and performance analytics
Understanding of cloud-based infrastructures such as AWS, Azure, or Google Cloud
Knowledge of software development and production environments, including Agile and DevOps methodologies
Familiarity with security and compliance considerations in enterprise application environments.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

application supporttroubleshootingroot cause analysisincident managementproblem managementchange managementperformance monitoringanalyticsAgile methodologyDevOps methodology

Soft Skills

analytical skillsproblem-solving skillscollaborationcommunication