Senior Support Engineer - DuckCreek

Ascendion · Gurugram, India

✅ Qualifications

• 6+ IT Experince with Hands-on experience with the Duck Creek platform.
• Strong SQL skills with the ability to analyze and troubleshoot production data.
• Experience debugging enterprise applications.
• Knowledge of release management and deployment processes.
• Familiarity with version control and code review practices.
• Exposure to cloud platforms is an advantage.
• Excellent analytical, communication, and problem-solving skills.

Key Responsibilities

• Resolve complex production incidents escalated from L2 support and monitoring tools.
• Perform advanced troubleshooting using application logs, diagnostic tools, and SQL.
• Identify root causes of recurring issues and implement permanent solutions.
• Support technically complex production releases and deployments.
• Fix production defects by following the complete SDLC, including coding, peer review, testing, UAT, and production deployment.
• Collaborate with business and development teams to deliver high-quality solutions.
• Create and enhance SOPs and support documentation.
• Identify automation opportunities to improve operational efficiency.
• Support patching, disaster recovery (DR) testing, audits, and regulatory requirements.
• Partner with development teams to remediate security vulnerabilities.
• Drive continuous service improvements and application stability.

Key Skill Set

• Mandatory: Duck Creek
• Advanced SQL
• Debugging and troubleshooting
• Code Review / Peer Review
• SDLC
• Production Support
• Release Management
• Root Cause Analysis (RCA)
• Cloud experience (AWS/Azure/GCP) – Good to Have