Associate Manager Application Support

Associate Manager Application Support The Application Support Associate Manager is responsible for providing advanced technical support and overseeing the resolution of complex incidents related to Duck Creek Technologies' software applications. This Associate Manager-level role operates above a Senior Analyst but below a Manager, focusing on monitoring application performance, ensuring uptime, and coordinating with internal teams to troubleshoot and resolve technical issues. This role plays a vital part in maintaining seamless application functionality across the business. Job Functions & Responsibilities: Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues. Monitor application performance and system health to ensure continuous availability and identify potential disruptions before they impact business operations. Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues. Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues. Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption. Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base. Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes. Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability. Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling. Support cross-functional teams during application testing phases, providing insights on potential issues and operational impact. Develop and maintain detailed technical documentation and operational support guides. Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support. Work Environment & Other Requirements: