Teams at Duck Creek Technologies

Provides first-line technical support for Duck Creek applications, including incident response, troubleshooting, performance monitoring, log review, patching, and deployment assistance. Documents incidents and resolutions, escalates complex issues, collaborates with development and infrastructure teams, supports SLA compliance, and identifies recurring issues and system improvements. Requires a bachelor's degree and 1–2 years of application support or IT operations experience.

Owns and improves the end-to-end software release system across engineering. Responsibilities include managing release calendars, branching strategies, code freezes, readiness checkpoints, deployment coordination, risks, dependencies, stakeholder communications, release governance, and post-release follow-up. The role partners with DevOps and engineering teams to improve CI/CD pipelines, build stability, deployment reliability, automation, and release cadence in a cloud-based SaaS environment.

Owns end-to-end response to high-impact incidents in a 24/7 SaaS production environment. Coordinates technical teams during live incident bridges, removes blockers, manages escalations, communicates business impact, and ensures safe mitigations. Leads post-incident reviews, tracks metrics, improves runbooks and processes, and supports change and problem management. The role requires ITSM expertise, cloud and DevOps knowledge, AI-tool proficiency, strong communication, and calm decision-making under pressure.