Job Location: Foster City, US or Dublin, IRE
The Cloud Incident Manager is a highly customer-focused, operational leader who is responsible for Guidewire Software’s Emergency Response Management. As a member of the Customer and Cloud Operations organization, the Cloud Incident Manager should have strong technical knowledge of complex SaaS systems and deep experience leading internal and external rapid response to high severity incidents.
The Cloud Incident Manager drives definition, training and improvement of consistent practices to successfully address Severity-1 customer escalations, with a high sense of urgency. This responsibility includes collaborating and partnering with the entire organization and other departments to drive action and foster growth. As a member of the Customer and Cloud Operations leadership team, the Cloud Incident Manager is both technically competent and business oriented.
Guidewire Software builds core applications that companies use to sell insurance policies, settle claims, and bill their customers. We also have a portfolio of products serving the innovative needs of our customers in areas such as digital online portals, and data analytics. We serve customers all over the world, helping them handle billions of dollars of business. This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity.
Customer and Cloud Operations teams are passionate about helping our customers to fully realize the business value of their investments in Guidewire Software products and services. We are seeking an experienced leader who has managed a 24x7 customer support response team for cloud-based applications, in a customer environment with strict Service Level requirements and high expectations for customer service.
As a team, our mission is to provide distinguished consulting and support services to prospects, partners, and customers which result in 100 percent reference-able customers which guides us in all that we do.
Guidewire has pursued one mission from its founding as a company in 2001: to be the pre-eminent provider of next-generation core systems — policy, claims, and billing — to the global property-casualty insurance industry. All of our employees understand that we serve only one industry and strive to solve one problem: to enable insurance carriers to migrate completely from legacy systems to a modern core system platform. We have recruited extensively among experts in the industry to ensure that we learn from veterans of insurance system design and implementation. Today, insurance experience is pervasive throughout the Guidewire organization, especially in our Product Management and Implementation Services groups. The company is headquartered in Foster City, California, US with offices in London, Dublin, Paris, Munich, Sydney, Toronto, Tokyo, Hong Kong, and operations in Poland and mainland China. Guidewire is owned by its employees and is publicly traded on the NYSE under the call sign GWRE.
Please note that we do not accept resumes or honor referrals from headhunters, placement agencies, or other external parties seeking recruiting fees if they do not have a signed formal agreement with Guidewire.