Challenging convention. Trying new things. Reshaping an industry.  

The team at Duck Creek helps insurance companies bring amazing ideas to life quickly and easily with software that thinks and works like they do. We're fueled by sharing ideas openly, challenging conventions, trying new things, and valuing "Why not?" over "Why?" Our certainty that there is always a better way to do things keeps carriers ahead of their competition and is helping to reshape an industry.  

If having a hand in transforming one of the world’s oldest and largest industries into a standard for innovation, open exchange, and peerless user experience sounds exciting, let us know. We may be looking for you.

Senior Associate Support Engineer – SaaS Monitoring

This role will be part of DCOD’s SaaS monitoring team that ensures availability and acceptable performance across all DCOD’s customers 24/7/365. This role will also actively participate in troubleshooting activities as part of incident analysis.

Responsibilities:

• Cloud application monitoring on Azure, AWS.
• Support of large Dynatrace SaaS production and test environments.
• Leverage custom dashboards to monitor and alert for critical business transactions and applications to catch an issue before the impact.
• Participate in discussions for applications performance and infrastructure outage incidents to provide monitoring observations and updates.
• Responsible for routine health checks, Application health and SLA reporting.
• Coordinate with multiple tiers of departments within the organization, local and global.
• Works closely with monitoring team leads to create/ update monitoring documents & assist with overall monitoring project deliverables as needed.
• Works closely with peers in project or assigned tasks to meet group and departmental goals and improve processes and practices
• Escalates operational issues to team leads as needed
• Responsible for delivering superior value and client service
• Performs other related duties and activities as required.

Qualifications:

• 3 years of experience in application performance management
• At least 1 year of hands on experience leveraging an industry standard APM tool, preferably Dynatrace for supporting Enterprise applications
• Working knowledge of application monitoring best practices.
• Experience with application performance management technologies: server and application (real and synthetic) monitoring components.
• General knowledge of virtualization and cloud computing
• Exposure in integration methods - Web services, APIs is desirable
• Infrastructure monitoring experience: client, server, network, logs.
• Experience with any automation tools like Logic Apps, Azure DevOps, etc. is desired
• Software development experience is a plus
• Ability to work through problems in a methodical approach while under pressure
• Strong analytical and problem-solving skills.
• Strong attention to detail and follow-through.
• Must be an effective communicator (written and verbal)