Application Support Manager

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.

WHAT WE ARE ABOUT:

Duck Creek is an insurance industry leader, driving transformation and delivering modern SaaS solutions that help insurers set a new standard and revolutionize how consumers interact with insurance companies.

As a leading technology provider to the insurance industry, we don’t just build great software to help insurers conduct business. We deliver software with a fully managed service model that empowers insurance companies to transform their business. With Duck Creek OnDemand, insurers are introducing groundbreaking new products faster than ever before, making smarter data-driven decisions, enhancing the customer experience to meet evolving expectations, and adapting to shifting market conditions and regulatory requirements.

Duck Creek is proud to be a Remote-First employer, empowering our employees with the choice to work from an office, from home or on a hybrid schedule. Our remote-first environment fosters inclusion, collaboration, and ensures a consistent employee experience regardless of location. We support our employees in making a decision that allows them to be the most productive they can be both at work and at home.

If working in a fast paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries into a standard for innovation and open exchange sounds exciting, let us know.  We are excited for your career to be Made on Duck Creek.

Title: Application Support Manager

Location: Remote - Australia

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.

Key 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  

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. 

PREFERRED: 

• 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. 

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 improve 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.

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 laws.  

Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes.