JOB SUMMARY
We are seeking a Guidewire ClaimCenter Production Support Analyst to provide L1/L2 production support for critical Guidewire ClaimCenter applications within a Property & Casualty (P&C) Insurance environment. The ideal candidate will have strong experience in incident management, production operations, troubleshooting, batch processing, integrations, monitoring tools, and root cause analysis. This role is responsible for ensuring system availability, resolving production issues, maintaining SLAs, and supporting business operations through proactive monitoring and continuous improvement initiatives.
KEY RESPONSIBILITIES
• Provide L1/L2 production support for Guidewire ClaimCenter applications and related systems.
• Monitor production environments and proactively identify, investigate, and resolve application issues.
• Manage incidents, service requests, and production support activities in accordance with established SLAs.
• Troubleshoot application, integration, batch processing, and system performance issues.
• Perform detailed log analysis using Datadog, Splunk, and other monitoring tools.
• Analyze production incidents and coordinate resolution with development, infrastructure, and business teams.
• Support Guidewire ClaimCenter configuration, integrations, and messaging framework operations.
• Monitor and troubleshoot batch jobs, scheduled processes, and message queues.
• Conduct Root Cause Analysis (RCA) for recurring incidents and implement preventive solutions.
• Manage and coordinate P1, P2, and other critical production incidents through resolution.
• Document incidents, solutions, support procedures, and operational runbooks.
• Collaborate with business stakeholders and support teams to ensure minimal disruption to operations.
• Track and report support metrics, incident trends, and operational improvements.
• Participate in production releases, deployment validations, and post-implementation support activities.
• Ensure compliance with operational procedures, support standards, and service management processes.
• Support continuous improvement initiatives to enhance system reliability, performance, and operational efficiency.
REQUIRED QUALIFICATIONS
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
• 5 to 7 years of Guidewire ClaimCenter Production Support experience.
• Strong experience providing L1/L2 Production Support in enterprise environments.
• Experience with Incident Management, Problem Management, and Production Operations.
• Strong Property & Casualty (P&C) Insurance domain knowledge.
• Working knowledge of Guidewire ClaimCenter architecture and functionality.
• Experience supporting ClaimCenter Configuration, Batch Processing, Integrations, and Message Queues.
• Hands-on experience with Datadog monitoring and observability tools.
• Hands-on experience with Splunk for log analysis and troubleshooting.
• Strong SQL skills with the ability to analyze data and troubleshoot production issues.
• Experience performing log analysis and identifying root causes of application issues.
• Strong experience with Root Cause Analysis (RCA) methodologies.
• Experience managing P1/P2 critical incidents and major outage situations.
• Understanding of SLA management and production support best practices.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively with cross-functional technical and business teams.
• Ability to perform under pressure in a fast-paced production support environment.
PREFERRED QUALIFICATIONS
• Experience supporting Guidewire ClaimCenter upgrades and production releases.
• Knowledge of Guidewire integration frameworks and messaging architecture.
• Experience with Guidewire PolicyCenter or BillingCenter.
• Experience with ITIL-based service management processes.
• Familiarity with application monitoring, observability, and performance tuning.
• Experience supporting cloud-based or hybrid application environments.
• Knowledge of batch scheduling and enterprise job management tools.
• Experience working in large-scale insurance organizations.
CERTIFICATIONS
• Guidewire ClaimCenter Certification preferred.
• ITIL Foundation Certification preferred.
• Splunk Certification preferred.
• Relevant Guidewire, Insurance, or Production Support certifications are a plus.
