Application Support Analyst II

Duck Creek·Mumbai

Pay not stated2–5 yrsFull-timeHybrid

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About the role

The Application Support Analyst acts as an individual contributor within support, driving service excellence within the support organization through hands-on ticket work, demonstrating quality, ownership, and resolution pace. They handle day-to-day items submitted through the support portal, internal technical tasks and investigation, as well as client-facing communication as regards support items.

What you'll do

Act as an individual contributor by maintaining active ticket ownership and demonstrating strong closure habits and quality expectations
Investigate and troubleshoot application issues, working to identify root causes and implement resolutions
Support day-to-day ticket operations, reduce backlog, and improve service delivery
Escalate complex issues specialized departments when necessary
Document incidents, troubleshooting steps, and resolutions for future reference in support knowledge bases