Duck Creek Production Support Onshore Technical Lead
Remote - EST
Must have's:
- Duck Creek
- Policy
- Billing
- SQL
Job Summary
The Duck Creek Production Support Onshore Technical Lead is responsible for leading L2, L3 application support for Duck Creek platforms -Policy, Billing, Data Insights ensuring high availability, stability and performance of mission-critical insurance systems.
Responsibilities
- Act as Technical lead onshore for Duck Creek Policy and Billing applications. Coordinate daily with offshore support and development teams. Provide clear communication during incidents and major outages. Prepare and present incident reports, RCA documents, and operational dashboards. Maintain runbooks, SOPs, and production support documentation. Identify automation opportunities to reduce manual effort and incidents. Drive best practices for monitoring, alerting, and operational excellence. Lead production deployments, hotfixes, and emergency releases. Review and approve change requests for production readiness. Coordinate with QA, DevOps, and business teams for release validation. Ensure rollback strategies and post release verification are in place. Act as L3 technical escalation point for Duck Creek production issues across Policy, Billing and Integrations. Lead root cause analysis RCA for Sev 1, Sev 2 incidents and ensure permanent fixes are implemented. Ensure adherence to SLA, SLO, and KPI targets for availability, response time, and resolution. Proactively identify recurring issues and drive problem management initiatives.