Location: Australia - Sydney

Employment Type: Full-time

Team: Product Development Operations

Guidewire’s Cloud Operations Team is part of the Product Development & Operations (PDO) organization, delivering 24x7 service to customers who are using Guidewire’s software products on the Guidewire Cloud Platform.

The Role:

As a Cloud Operations Team Lead, you will be part of a team that is passionately trying to make Guidewire systems run more efficiently. The CustOps Team is dedicated full-time to crafting and running software that improves the reliability of systems in production, serving hundreds of customers and supporting millions of transactions every single day. You will be aiding in the leadership of a team servicing Guidewire’s flagship cloud platform and InsuranceSuite products and building tooling to help ensure efficient operations and optimal availability of all SaaS multi-tenant and customer-focused systems. The Team Lead will collaborate closely with Guidewire’s product developers to ensure the Guidewire core cloud products address functional and non-functional requirements such as availability, performance, observability, and maintainability.

This role requires a high degree of independence, ownership and leadership. If you like to be challenged and have a passion for solving complex problems at scale with systems like Kubernetes and Aurora, we would love to hear from you. The ideal candidate is someone who exemplifies the ethics of, "If you have to do something more than once, automate it," and who can rapidly self-educate on new concepts and tools. Bonus points if you have prior experience doing production support of a SaaS platform, and are comfortable working with state- of-the-art highly containerized cloud-native environments in AWS.

Duties & Responsibilities:

• Liaise between Operational teams and Development and SRE teams - ensure new features and products are properly vetted for supportability before they are accepted as new processes
• Onboard new workloads for Operational teams by coding manual runbook steps into scripts and runnable jobs
• Deliver knowledge transfers to CustOps Engineers regularly on a variety of topics (architecture, conceptual, release process, upcoming features)
• Act as an escalation point for CustOps Engineers during high-impact incidents; assess impact, scope and risk to determine remediation plan
• Assist leadership in onboarding new CustOps engineers by training and mentoring while tracking individual progress/growth
• Craft and improve internal documentation to help both CustOps and adjacent teams easily find answers to highly technical challenges
• Deploy and operate shared multi-tenant infrastructure for a SaaS microservice-based containerized systems in addition to customer-centric application environments
• Administer and help the SRE team automate the team’s growing presence in AWS
• Operational support for Guidewire’s flagship highly integrated Java-based InsuranceSuite web applications
• Implement and operate a complex single sign-on SAML/OAuth-based central authentication platform
• Develop and deploy tooling to aid in driving 24x7x365 service operations of critical world-wide systems
• Automate deployment tasks for core product and infrastructure tools and maintain automation infrastructure

Required Skills & Experience:

• Bachelor’s Degree in Computer Science or related field
• Familiarity with the Agile software development lifecycle
• Background with Linux systems administration and strong scripting skills in Bash, Python, Go, etc.
• Experience supporting web applications running on Java / Apache / Tomcat in a live production environment
• Proven experience with automating systems and infrastructure with Terraform
• Production-At-Scale support background in a heavily microservice-based world
• Working with Kubernetes hands-on in a “Been there, Done that” way
• Strong understanding of Single-Sign On, SAML, oAuth (Bonus points if hands-on experience with Okta)
• Background utilizing and supporting log analytical tools such as DataDog (Logging and APM)
• Great understanding of DevOps tools, CI/CD and hands-on experience with git, Bitbucket and TeamCity
• Seasoned expertise around x.509 certificate technology and basic concepts of encryption
• Solid understanding of concepts surrounding containerized networking and all things IP
• Experience working with Relational Databases such as Aurora Postgres and/or Oracle RDS
• Exposure to broad technical skills such as application development, web UI (design and development), JSON, application architecture
• Ability to read and interpret application server thread dumps, Catalina outputs, CloudTrail, and other critical logging outputs.

Personal Qualities & Soft Skills:

• A no-fear approach to ambiguity and a startup-like culture
• You greatly prefer CLIops to ClickOps
• You enjoy teaching and being a mentor to others
• Outstanding troubleshooting skills; ability to think critically and display an aptitude for problem solving
• Strongly analytical mind with an appetite for process development and improvement
• Display a strong work ethic and do whatever it takes to get the job done
• A highly positive can-do attitude with a knack for being a great teammate
• Excellent communication skills and ability to explain complex technical concepts to a varied audience
• Demonstrate strong follow-through and consistently keep commitments to customers and employees

Other Requirements:

• Ability to read, write, and speak fluent English
• Travel – Expect occasional travel (less than 5%) 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.

Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation.

Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.