Associate Manager, Application Support

This is a fully remote position, open to applicants in Missouri, +1 more state.

📋 Description

• Deliver advanced technical support for Duck Creek applications, diagnosing incidents and resolving intricate technical challenges.

• Oversee application performance and system health to guarantee ongoing availability and pinpoint potential disruptions.

• Collaborate with development, infrastructure, and QA teams to address escalated technical concerns.

• Spearhead root cause analysis for critical incidents, documenting outcomes and implementing preventive measures.

• Manage application updates, patches, and releases with minimal disruption to operations.

• Keep incident logs, reports, and resolution documentation up to date.

• Evaluate support requests to identify trends and recurring issues, recommending process enhancements.

• Utilize performance monitoring tools to assess uptime and performance, enhancing overall stability.

• Ensure compliance with SLAs by managing response times, resolution timelines, and incident management.

• Assist cross-functional teams during application testing phases.

• Create and maintain technical documentation and operational support manuals.

• Stay informed about Duck Creek application updates and functionalities.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Over 3 years of experience in application support, IT operations, or technical troubleshooting roles.

• Preferred experience with Duck Creek Technologies products or similar enterprise software solutions.

• Knowledge of IT service management frameworks, such as ITIL, is preferred.

• Experience in the insurance technology sector or other related fields is preferred.

• Strong troubleshooting capabilities.

• Understanding of incident and problem management practices.

• Proficiency in application performance monitoring tools.

• Solid understanding of IT environments, including networking, infrastructure, and cloud technologies.

• Familiarity with enterprise software release cycles and deployment procedures.

• Comprehension of Agile and DevOps methodologies as they apply to application support.

• Willingness to travel: 10%.

• Must possess legal authorization to work in the country of the job location.

🏝️ Benefits

• Flexible work environment.

• Medical, dental, vision, life, and disability insurance.

• 401(k) retirement plan with a match (6% employer match up to $12,000 annually).

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).

• Paid holidays, vacation, and volunteer time.

• Employee Assistance Program (EAP).

• Annual bonus compensation, subject to plan terms and individual eligibility.