Guidewire's Global Support organization is looking for a proactive, passionate, and people-oriented Software Engineering Manager to join the Guidewire Global Support (GGS) team in Kuala Lumpur, Malaysia. As a Software Engineering Manager, you will be responsible for managing a team of 6-12 developers and QA testers (a combination of Guidewire employees and third-party contractors) who develop custom configuration enhancements and fix software defects for some of Guidewire’s most valuable customers. In this critical role, you will be responsible for the recruitment, onboarding, engagement, ongoing performance and development of the team members to ensure their success and continued growth within Guidewire. You will support resource/capacity planning and staffing decisions in consultation with the Project Manager and Director of Implementation Support.
Essential Duties:
- Responsible for line management of a group of functional and technical developers and QA testers based in Malaysia and India.
- Onboard new team members as needed, conduct regular check-ins and performance review requests / provide feedback, and develop / track individual development plans. Provide necessary coaching and support, and ensure staff receives project mentoring and technical guidance.
- Manage performance issues and any arising internal conflict to resolution and make recommendations for promotions and/or salary actions by gathering necessary feedback for informed decision-making.
- Engage in capacity/resource planning and project staffing in coordination with the Director of Implementation Support to ensure appropriate staffing for delivery excellence. Engage internal project leadership to monitor and support the team’s performance in the project to ensure customer success.
- Monitor team members’ wellbeing and manage time off and study leave to ensure compliance and ensure work/life balance.
- Responsible for recruitment of new team members when required. Participate in candidate interviews, make selection and hiring decisions, help to design the interview format and/or train interviewers in the hiring process.
- Lead and/or execute organizational efforts such as workforce planning, succession planning, change management and communications, employee engagement activities and meetings.
- Lead and/or coordinate professional development initiatives such as organizing training programs, coordinating product training and technical workshops, and supporting knowledge management. Ensure available training and collateral (e.g. new product certification or skills development) is communicated promptly and product certifications are updated timely.
- Work as a member of the GGS management team to lead and/or implement initiatives to improve current processes such as hiring, onboarding, career development as well as new processes to improve the organization’s operations and employee experience.
- Mediate internal issues and conflicting priorities for members of cross-functional teams focused on the delivery of software and defect fixes to clients.
Required Skills/Experience:
- At least 2 years of experience as a people manager in a technical support or similar services organization within a software product company. You may have come from a technical background, having moved into a people and project management capacity.
- Previous background and experience in a technology, FinTech, or insurance environment is a must.
- Demonstrated success with aligning teams to meet company and functional objectives.
- Proven track record as a manager with ability to hire, mentor, coach and develop staff.
- Must be able to work in a fast paced and passionate environment. Relevant experience in a multinational and multicultural organization would be ideal.
- Excellent problem solving and communication skills
- .Eligible to work in Ireland and able to travel occasionally to the US, Europe, India, and within the APAC region.
- This is a hybrid in-office/remote role; you are required to be in the office at least two days a week (Tuesday and Wednesday).
