Duck Creek Payments · 14 hours ago
Application Support Manager
United States
Full-time
Remote
Mid, Senior Level
$92K/yr - $149K/yr
5+ years expDuck Creek Technologies is an insurance industry leader, driving transformation and delivering modern SaaS solutions. The Application Support Manager is responsible for managing the performance, reliability, and operational support of Duck Creek's software applications globally, overseeing critical support processes and ensuring seamless functionality across applications.
Developer ToolsEnterprise SoftwareFinTechInformation TechnologySaaS
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
Qualification
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
Benefits
Flexible work environment
Medical, dental, vision, life and disability insurance
401(k) Retirement Plan
Flexible Spending & Health Savings Account
Paid holidays, vacation, and volunteer time
Employee assistance program and other benefits.
Company
Duck Creek Payments
Leveraging and connecting to payment services can be a stumbling block for insurers.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$16.7MKey Investors
AdditionBackBone VenturesPostFinance
2023-01-05Acquired
2021-06-22Series A· $11.94M
2020-06-30Seed· $2.16M
Leadership Team
Mark Jerome
Co-founder and Engineering Tech Lead
Oliver Werneyer
Board Member
Company data provided by crunchbase