Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.
WHO WE ARE:
Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling industry to capitalize on the power of cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies.
Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance.
We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice of working from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures consistent employee experience regardless of location.
If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know.
We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”!
To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter.
TITLE: Application Support Manager, Manager
WHAT YOU’LL DO:
The Application Support Manager is responsible for managing the performance, reliability, and operational support of Duck Creek Technologies' software applications globally. This Manager-level role focuses on overseeing critical support processes, managing complex incidents, and ensuring seamless functionality across applications. As a key part of the technology operations team, the role collaborates with cross-functional stakeholders to resolve technical issues, optimize system performance, and improve user experience
Job Functions & Responsibilities:
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 and minimizing service disruptions.
Ensure adherence to service level agreements (SLAs) for application availability, response times, and problem 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, ensuring alignment with business needs.
Collaborate with IT infrastructure and operations teams to ensure seamless integration and performance of applications within the overall IT environment.
Manage the implementation and deployment of application updates, ensuring minimal disruption to production environments.
Create and maintain comprehensive documentation of application support processes, troubleshooting guides, and resolution steps.
Perform all other duties and activities as required.
Act in accordance with and as a good steward of Duck Creek Technologies mission, vision, and core values:
Mission: To empower insurers to reimagine the future of insurance
Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses
Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead
Competencies:
Communication: Effective communication, both verbal and written; includes ability to express ideas clearly, listen actively, and collaborate with colleagues and clients.
Collaboration: Work effectively in teams, build positive relationships, and contribute to achieving common goals; includes the ability to recognize and incorporate a broad range of diverse perspectives
Problem Solving: Can analyze complex situations, identify problems, ask important questions, and generate creative solutions; involves critical thinking, adaptability, and the ability to make informed decisions.
Accountability: Willingness to accept responsibility for your actions and work; ability to set and achieve meaningful outcomes for oneself
Adaptability: Can adapt to change, embrace new technologies, and learn quickly; embracing a growth mindset, being flexible and open to different approaches is highly valued
Integrity: Conducts themselves with integrity and professionalism, understands and models our core values, and is obsessed with doing the right thing; incorporates this mindset in how they behave, in the products or services they provide, and how they treat others
Cultural Agility: Ability to effectively and comfortably adapt to different cultural contexts. It involves the capacity to understand, communicate, and interact with people from diverse cultural backgrounds in a respectful and inclusive manner.
WHAT YOU’VE DONE:
REQUIRED:
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.
PREFERED:
Experience with Duck Creek Technologies products or similar enterprise software solutions.
Knowledge of IT service management frameworks, such as ITIL.
Experience in the insurance technology sector or other related industries.
Knowledge, Skills, Abilities & Behaviors:
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.
Strong communication skills, with the ability to clearly convey technical issues to non-technical stakeholders.
Understanding of cloud-based infrastructures such as AWS, Azure, or Google Cloud.
Ability to work under pressure in a fast-paced environment while managing multiple priorities.
Strong organizational skills, with attention to detail in managing workflows and documentation.
Knowledge of software development and production environments, including Agile and DevOps methodologies.
Experience in managing escalations and resolving critical incidents in production environments.
Ability to collaborate effectively with cross-functional teams to resolve issues and implement improvements.
Customer-focused mindset, with a commitment to delivering high-quality support.
Ability to adapt to rapidly changing technologies and environments.
Strategic thinking skills with the ability to anticipate and prepare for future support needs.
Strong understanding of IT infrastructure and its impact on application performance.
Experience in driving continuous improvement initiatives in support processes and operational performance.
Familiarity with security and compliance considerations in enterprise application environments.
Other Requirements:
Travel: 0 – 25%
Work Authorization: Legally authorized to work in the country of the job location.
WHAT WE STAND FOR
Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improves our products, services, and systems.
As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status.
We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead.
To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/
Please let us know if you encounter accessibility barriers with our web content by sending an email to accessibility@duckcreek.com.
Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.
Privacy Notice: By submitting your application, you acknowledge that Duck Creek Technologies may collect and process your personal data for recruitment purposes in accordance with our Privacy Notice and applicable data protection
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