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Service Lead – Cloud Ops
- Department Customer and Cloud Operations
- Location United States - Remote
At Guidewire, we make software that offers Property and Casualty (P&C) Insurance companies the tools to take care of their customers when they need it the most, whether that’s a time of crisis, a natural disaster, an accident, or exposure to cyber risks. We build the core applications that insurance companies use to sell and underwrite policies, settle claims, and bill their customers. We also have a portfolio of innovative products serving the needs of P&C insurance companies in areas such as data management, digital online portals, and predictive analytics. We run these products on the Guidewire Cloud Platform, and we help hundreds of insurance providers all over the world to handle billions of dollars of business.
We are proud to be voted a Top Cloud Employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We have a fun work environment and a culture that lives by our core values of integrity, rationality, and collegiality.
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.
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.
- BONUS: Learn to become a Cloud engineer while helping us improve our way of life
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
#LI-Remote
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. 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.
Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to (650) 356-4940 or Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, call (650) 356-4940 or e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.
Talent rewards
The perks. The rewards. The good stuff.
We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.
FINANCIAL
Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.
HEALTH AND WELLNESS
Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.
FLEXIBLE WORKING
Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.
DOWNTIME
Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer 16 weeks of paid leave for all new parents.
CONTINUAL DEVELOPMENT
We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.
CAREER MOBILITY
Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide locations.