Location: Ireland - Dublin

Employment Type: Full-time

Team: Product Development Operations

Guidewire’s Cloud Operations (CloudOps) team is part of the global Customer & Cloud Operations (CCO) organization, delivering 24x7 cloud services to the world’s largest insurers in the P&C industry. As a CloudOps Service Lead, you will perform the roles of incident/request triage and service operations support. Working within the CloudOps team, you will drive the delivery the team’s services and oversee and own team incident response and request fulfillment processes.

You will be part of the global CloudOps team that is passionately operating and automate everything possible to make Guidewire systems run more efficiently. The Cloud Ops team is dedicated full-time to running software that improves the reliability of systems in production, serving hundreds of customers and supporting millions of transactions each day. You will be supporting the operations of Guidewire’s flagship cloud platform and Insurance Suite products and you will help ensure efficient operations and optimal availability of all SaaS multi-tenant and customer-focused systems.

This role requires a high degree of independence, ownership and responsibility with prior experience in production support of a SaaS platform. If you like to be challenged and have a passion to drive the creation, planning, execution and closure of deliverables that involve cloud operations then we would love to hear from you.

Essential Duties and Responsibilities

• Triage incoming incidents, service requests, and project tickets for the Cloud Operations team.
• Work with incident owner and related parties to ensure tasks are clear, concise, actionable, and well documented prior to assigning an owner.
• Ensure that ticket priority is accurate and expected due dates are feasible.
• Monitor outstanding tickets and project and facilitate communication with incident owners to ensure they are well informed and updated.
• Recognize repetitive tasks for systemic issues and bring those to the attention of the team.
• Continuously review ticketing system and process flows for improvements and efficiency.
• Monitor capacity of the team and ensure a well-distributed workload.
• Generate and maintain reports and statistics on incidents and recognize patterns for improvement.
• Build strong relationships with relevant stakeholders across the CCO organization.
• Create system documentation and training materials to empower and educate our own and other CCO teams
• Participation in continuous service improvement initiatives to drive efficiency and automation through innovation.
• Represent the Cloud Operations team as an SME in improving our incident and request intake systems.

Required Skills and Experience

• Bachelor’s Degree in Computer Science or related field
• Proven experience as dispatcher or relevant position
• Strong understanding on ITSM & ITIL Process
• Ensure resource availability and allocation
• Establish deliverables and track milestones according to schedule
• Good knowledge of cloud technology and software development
• Interest in CloudOps, Site Reliability Engineering (SRE) and its’ impact on greater business practices
• Experience in and understanding of the Managed Services Environment
• Demonstrable experience with client and issue management
• 6+ years background in information and cloud technologies.

Personal Qualities and Soft Skills

• A no-fear approach to ambiguity and a startup-like culture
• 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 a penchant for process development and enhancement
• 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 team player
• 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
• We provide 24x7 support to our customers, so we expect you to take turns with your teammates being on-call for weekend production emergencies or to provide rotating weekend operational support
• Travel – Expect occasional travel (less than 5%) to other Guidewire offices for training and team meetings

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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.

CONSENT and ACKNOWLEDGEMENT

By clicking the submitting your application on the following page:

1. You consent to Guidewire collecting, retaining, disclosing and using your Personal Data as outlined above, and to its transfer of your Personal Data outside the country where you live or work, and/or to third parties for the above purposes.

2. In the event that you submit any Sensitive Personal Data, you explicitly consent to Guidewire collecting, retaining, disclosing and transferring your Sensitive Personal Data on the terms and for the same purposes as described above in relation to Personal Data.

3. You acknowledge that you have the right to access your Personal Data and Sensitive Personal Data at any time and have the right to correct any errors.

4. You acknowledge that your Personal Data will be retained for up to 24 months.