Application Support Manager - P&C Insurance

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 - P&C Insurance

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.