Guidewire Production Support

Role Name: Guidewire Production Support

Location: Hartford, CT – Hybrid work

Client : Capgemini/ CGEMJP00339590

JOB DESCRIPTION:

Guidewire Domain Expert Production Support 12-15 Years Experience

Role Summary

We are seeking a seasoned Guidewire Domain Expert with 1215 years of experience to lead and drive L2L3 production support for Guidewire InsuranceSuite applications BillingCenter The role requires strong PC insurance domain knowledge deep understanding of Guidewire functional processes ability to perform triage RCA and incidentproblem management and collaborate with business development QA infrastructure and vendor teams to ensure high system stability availability and SLA compliance

This position is ideal for a professional who can act as the singlepoint functional authority for production issues and ensure continuous improvement through proactive monitoring trend analysis and reduction of recurring incidents

Key Responsibilities

Production Support Incident Management
Own L2L3 production support for Guidewire applications ensuring adherence to SLAOLA targets
Lead incident triage impact analysis prioritization and resolution for functional and technofunctional issues
Drive major incident management MIM including stakeholder communication coordination bridges and resolution tracking
Perform root cause analysis RCA and implement preventive actions to reduce recurring incidents
Handle production defects configuration issues integration failures batch failures and performancerelated incidents
Guidewire Functional Expertise
Provide domain leadership on Guidewire business flows such as
Policy lifecycle quote bind issuance endorsement cancellation renewal
Claims lifecycle FNOL reserves payments recoveries subrogation
Billing lifecycle invoicing payments delinquency dunning writeoffs reversals
Analyze business requirements and production issues and map them to Guidewire configurationbehavior
Support troubleshooting across
Product model configuration
Rating underwriting rules as applicable
Billing invoicing plans payment plans delinquencydunning
Claims financials and payment processing
Workflow validation rules UI behavior and permissions
Integration Batch Operations Support
Troubleshoot Guidewire integrations inboundoutbound including
Messaging events web services SOAPREST middleware ESB
Document generationmanagement payment gateways downstream finance
Monitor and support batch jobs scheduled processes and related data issues
Batch failures stuck work items retries and recoveries
Perform data investigation using logs queries work queues and operational dashboards
Release Change Environment Support
Support production deployments hotfixes and emergency releases including validation and rollback planning
Participate in change management reviews for risk assessment and production readiness
Ensure environment health checks smoke testing and postrelease monitoring
Continuous Improvement
Identify patterns via incident trend analysis suggest automation opportunities and drive improvements
Create and maintain knowledge articles KEDB SOPs support runbooks and operational playbooks
Contribute to operational excellence monitoring enhancements alert tuning and proactive health checks
Required Experience

12-15 years in IT deliverysupport with strong exposure to Guidewire InsuranceSuite production support
Proven experience in L2L3 application support incidentproblem management and RCA
Strong PC insurance domain knowledge Billingcenter
Experience working in 24×7 oncall production support models rotational shifts
MustHave Skills

Guidewire Domain
Deep functional expertise in BillingCenter
Strong understanding of Guidewire entities business rules validation workflows and product model concepts
Ability to interpret production behavior and recommend configurationprocess fixes
Support Operations
Handson experience with
Incident Problem Change processes ITIL aligned
SLA tracking escalation management stakeholder comms
Major incident handling and executive updates
Troubleshooting Analysis
Strong debugging ability using
Application logs integration logs batch logs
Queries and data analysis SQL
Monitoring tools Splunk DynatraceAppDynamics ELKany
Goodto Have Skills

Guidewire Cloud experience GWCP upgrade support or performance tuning exposure
Experience with Gosu basics reading stack traces and working with dev teams on codelevel fixes
Knowledge of Guidewire messaging plugins integration patterns
Exposure to DevOps pipelines release automation environment management
Tools Technologies

Guidewire InsuranceSuite PCBCCC Studio as applicable
SQL Oracle MS SQL data investigation skills
Ticketing ServiceNow Jira
Monitoringlogging Splunk Dynatrace AppDynamics KibanaELK any
Documentation Confluence SharePoint