Summary
Are you passionate about customer success? Do you like digging into code, and have a drive to continuously learn and solve problems? Do you want to be part of a global team that provides the best customer service in the industry? If so, come join us at Guidewire!Job Description
We’re searching for people who are as passionate about working together to deliver quality products and support as we are. Join us and enjoy a career where you can make an impact. You’ll be inspired by those around you, and you’ll be trusted and empowered to go further.
The Application Support team is part of the Guidewire Global Support organization, delivering 24x7 service to customers who are using Guidewire software both in the Guidewire Cloud and on-premise.
The Application Support Manager is responsible for smooth operations of the application support team. This is a global team who are the front line for any application issues globally. The team triage, assess, run initial diagnoses on all cases and resolve them. Achieving the highest customer satisfaction is one of the main responsibilities of the team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
As an Application Support Manager, you are responsible for leading and guiding a team of Application Support Engineers who are primarily supporting Guidewire products and applications. The responsibilities include below
Determines the scope of Application Support services based on organization requirements and develop, implement and maintain policies and procedures for application support services.
Lead and triage incidents and service requests assigned to the Application Support team.
Report regularly on the issues raised and resolved and identify trends of issues raised.
Manages and mentors the Application Support team. Provide day-to-day guidance, coaching and regular feedback to the team.
Fosters a positive team culture and builds a high-performing team / motivates team members within the department.
Sets clear goals to the team within the department with the guidance of the senior leadership team.
Handles conflicts constructively and promotes resolution within teams in the department
Leads by example, demonstrating a strong work ethic and commitment to the departmental goals
Proficient in optimizing operational efficiency and streamlining processes, and effectively allocating resources within the department in the region to resolve routine issues, thereby ensuring the seamless functioning of daily operations
Develops and maintains positive relationships with internal and external stakeholders.
Ability to make informed and timely decisions based on a thorough understanding of situations and available data.
Contributes on developing strategies that align with organizational goals.
Takes the lead in fostering and steering innovation that aligns with the goals of the department/division and/or contributes to the department/division strategies.
REQUIRED SKILLS AND EXPERIENCE
Education and Work Experience
Bachelor’s Degree in Computer Science or related field.
At least 8 years of hands-on technical experience and 1 year of team management experience, collaborating with both internal and external teams.
Pragmatic problem solver, with strong critical thinking and ability to troubleshoot and resolve common IT and application issues.
Passion to work within a dynamic and fast-paced environment, handling multiple priorities and managing change effectively.
Experience of managing a geographically distributed global team.
Knowledge of ITIL or other IT service management frameworks.
Knowledge of of P&C Insurance domain is desirable.
Experience using cloud-based monitoring and observability platforms such as Datadog, AWS CloudWatch, Splunk or others to perform troubleshooting.
Ability to read / write SQL in order to perform data analysis, validate application behavior, and support troubleshooting and reporting needs
Ability to read / write object oriented programing language such as Java / Gosu to debug issues
Personal Qualities
Strong interpersonal and communication skills (written and verbal).
Strong capacity to build and work with teams and collaborate across functions and breakdown silos.
Ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing unmatched customer support.
Employ sound business judgment when making business decisions.
Use creative and innovative ways to solve problems.
Display a strong work ethic and do whatever it takes to get the job done.
Demonstrate strong follow-through and consistently keep commitments to customers and employees.
Display an understanding of the customer’s needs and a strong commitment to customer satisfaction.
Highly motivated and self-directed individual with the ability to drive process improvement.
Ensure that each and every customer is handled with a consummately professional attitude and the highest possible level of service.
Other Requirements
5 Days work week, including Saturday & Sunday coverage.
You will be part of a team that works together at one of our company offices listed above.
We provide 24x7 support to our customers, 24x7 on-call duty is expected.
Eligible to work in Malaysia and able to travel occasionally to other Guidewire offices for training and team meetings.
About Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.
Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.