Support Engineer II Job Vacancy in Duck Creek Technologies Mumbai, Maharashtra – Updated today

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Full Details :
Company Name : Duck Creek Technologies
Location : Mumbai, Maharashtra
Position :

Job Description : SUMMARY
The Manager is responsible for strategic development and continuous improvement in Application Support processes and practices to drive Client success in using Duck Creek solution. This person will identify the gaps and improvement areas within team and workflows being followed and coma up with the plan to part them.
Person in this role will act as backup in absence of Manager and takes care of day to day operations and escalations. This role also demands person to look for the overall process and ITIL knowledge in team and educate them time to time.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
Conduct trend analysis in App Support Incidents and work on conveying bottle necks to concerned teams within SaaS Operations
Onboard New joiners in App Support and Service Coordination, Planning, and maneuvering training roadmap.
Conducting Skill and Type (attitude) assessment for new resources and aligning their responsibilities within App Support depending upon their profile Strength and Team requirement.
Collaborate efforts with SaaS Business Process and Compliance team and work on defining changes in Impact and Severity Matrix for Day-to-Day functions of Operations team.
Help operations team to analyze business impact and set correct severities for Client application failures.
Leading and Managing the Skills leads, Service Pod App support heads and directing them to achieve the Team KRA.
Working towards Operational process excellence in SaaS Operations. Recommending and implementing best in Market business/Operational processes required for SaaS Operations Application Support.
Follow ITIL best practices and Ensure ITIL Standards are maintained within the team and Client support operations.
Work in a hybrid role that will bridge the gap between the business and technical teams. Understand and translate the Business Objectives/ Priorities to actionable work items to SaaS Operations team.
Collaborating hand-in hand with Engineering to Analyze and implement SaaS Operations delivery methodology.
Working towards Client success in Offshore time zone and providing necessary directive to AUS/ offshore Customer Service Managers.
Understand new Products and Features on which Engineering is working on and Develop readiness strategy for App Support.
Work with Service Introduction team and represent App Support team in onboarding, set Incident Management expectations from SI/Client teams.
Work with SaaS Ops reporting team, infer conclusive insights and help leadership with Cost analysis and Decision making.
Lead the inter Departmental communication and facilitate resources and knowledge for Application support team members.
Make recommendations on initiatives that are required for building a progressive and vibrant work culture. Work towards improving employee engagement for the teams
Work with teams in APAC product and DCOD Upgrade on analyzing and recommending necessary workflow changes as
Provide regular updates of on Priority Concerns from Clients to Leadership.
Represent App support team in different forums and assess the impact of changes other areas are implementing.
Creates training modules in areas of expertise to sharpen knowledge of Triage team members
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
QUALIFICATIONS/REQUIREMENTS
Education and Work Experience:
Bachelor’s degree in Computer Science, Computer Information Sciences or related degree;
Work Experience: Minimum 8 years
Specialized Knowledge, Skills, and/or Abilities:
Demonstrates expertise in the following competencies:
Proactiveness and ready to take initiatives
Maturity in ITIL standards
Deep process knowledge
Applicable DCU boot camp assessment score
Out of the box thinking
People management skills
Extraordinary coordination
Cloud understanding specially in SaaS model
Knowledge-base contributor
ITSM tools knowledge
Communication skills
Demonstrates proficiency in the following competencies:
Should possess strong English communication skills (verbal and written) and articulate complex information.
Should possess strong learning aptitude and ability to apply new information to the day-to-day work and self-learn
Should own the ability to resolve issues, concerns, and disagreements professionally.
Ability to lead, influence, motivate and direct a work group to achieve results
Ability to lead large programs and achieve desired customer satisfaction
Advanced organizing and planning skills to lead large cross functional teams and complex customer deliverables
Solid experience in People Management in Managed Services Organization, focused in people development.
Demonstrates awareness in the following competencies:
Insurance domain knowledge
Project management
Other Requirements:
Travel: 15%
Special Work Hours: Ready to work over the weekends.
Early morning shift support
Work Authorization: Legally authorized to work in the country of the job location.
Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work s

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