Role - Guidewire Incident Management Lead
Location - NJ
Job description:
- 8–12 years in IT, with strong Guidewire expertise (PolicyCenter, BillingCenter, ClaimCenter) and Incident Management experience.
- Lead technical operations for incident management in Guidewire environments, ensuring SLA compliance, service restoration, and continuous improvement across production support.
Key Responsibilities:
Incident Management Leadership:
- Acknowledge and triage incidents within SLA.
- Provide workarounds or permanent fixes for production issues across Guidewire modules.
- Drive root cause analysis and implement preventive measures.
Technical Oversight:
- Guide L2/L3 teams in diagnosing and resolving complex incidents.
- Monitor batch jobs, integrations, and system alerts; coordinate with DevOps and Security teams.
- Ensure adherence to ITIL principles and internal quality standards.
Stakeholder Engagement:
- Collaborate with business analysts and client SMEs for requirement clarification.
- Communicate incident status and resolution progress to delivery managers and customers.
Process & Governance:
- Maintain knowledge base and best practices for incident handling.
- Lead change management for scope adjustments and emergency fixes.
- Track KPIs like MTTR, SLA adherence, and defect leakage.
Team Leadership:
- Assign work, mentor team members, and ensure technical execution.
- Conduct training on Guidewire tools, debugging, and integration monitoring.
Required Skills:
- Strong functional and technical knowledge of Guidewire InsuranceSuite (PolicyCenter, BillingCenter, ClaimCenter).
- Hands-on experience with incident lifecycle management, ITIL processes, and SLA governance.
- Proficiency in GOSU, Guidewire configuration, and integration (SOAP/REST APIs).
- Familiarity with batch processes, messaging frameworks, and deployment architecture.
- Ability to lead cross-functional teams and manage client expectations.
Preferred Certifications:
- Guidewire ACE or Certified Professional in PolicyCenter, BillingCenter, or ClaimCenter.
Regards,
Manoj
Derex Technologies INC
Contact : 973-834-5005 Ext 206
All your information will be kept confidential according to EEO guidelines.
