Duck Creek Production Support Onshore Technical Lead
Location: Remote (EST Hours)
Experience: 10+ Years
Visa: Open
Rate:
- W2: $65/hr
Duration: Long-Term Contract
Job Description
We are seeking an experienced Duck Creek Production Support Onshore Technical Lead to support mission-critical insurance platforms. The ideal candidate will lead L2/L3 production support for Duck Creek applications, ensuring system stability, incident management, and operational excellence across Policy, Billing, and Data Insights platforms.
This role will act as the onshore technical lead, coordinating with offshore teams, managing production incidents, driving root cause analysis, and ensuring smooth production deployments.
Key Responsibilities
Production Support Leadership
- Act as the Onshore Technical Lead for Duck Creek Policy and Billing applications.
- Lead L2/L3 application production support activities.
- Coordinate daily with offshore support and development teams.
- Ensure high availability and performance of Duck Creek platforms.
Incident & Problem Management
- Serve as the L3 escalation point for production issues.
- Lead Sev1 and Sev2 incident troubleshooting and resolution.
- Conduct Root Cause Analysis (RCA) and implement permanent fixes.
- Maintain SLA, SLO, and KPI compliance for incident response and resolution.
Production Deployment & Change Management
- Lead production releases, hotfix deployments, and emergency fixes.
- 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 processes are implemented.
Documentation & Reporting
- Prepare incident reports, RCA documents, and operational dashboards.
- Maintain runbooks, SOPs, and production support documentation.
- Provide clear communication during major incidents and outages.
Continuous Improvement
- Identify automation opportunities to reduce manual intervention.
- Drive improvements in monitoring, alerting, and operational processes.
- Proactively identify recurring issues and drive problem management initiatives.
Required Skills
Core Skills
- Duck Creek Policy
- Duck Creek Billing
- Duck Creek Data Insights
- Production Support (L2/L3)
- SQL
Preferred Skills
- Insurance domain experience (P&C preferred)
- Incident management tools (ServiceNow, Jira)
- DevOps / CI-CD exposure
- Monitoring tools
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