Description
Position: Senior Guidewire Specialist - Application Support - Technical Support Manager - ECM, Thunderhead, Linux, B2Bi - Insurance - Financial Services
Location: Fareham
Duration: Until September initially
Ifftner Reference: 17083
JOB DESCRIPTION
Our Client, a Leading Financial Services company is currently seeking the services of a Technical Support Consultant to provide post implementation day to day support for the Guidewire Application Platform.
Key Responsibilities:
- To provide day to day support for a Guidewire Application Platform. Management of complex and 3rd Level Support incidents requiring triage. Ensuring the appropriate resolve teams are identified and issues resolved.
- To provide ongoing Business Support and configuration services activities on the Guidewire Platform across Guidewire,Thunderhead, Document Management (ECM), MI and Financial applications
- Management of a small team of Application Platform Specialists
Main accountabilities:
Platform Support:
- Provide Technical Subject Matter Support for the Guidewire platform.
- Providing in-depth analysis of incidents, diagnosing the root cause of incidents and ensuring the relevant resolver group is driven to provide the required technical resolution
- Ensuring 3rd Party resolver teams deliver the technical service required of them.
- Reviewing and enhancing support documentation and monitoring tools across the platform
- Creation of the technology roadmap for the changes required to the Guidewire Platform to improve service availability, performance and to ensure software currency.
- Definition and Ownership of Technical Service Improvement plans for the Zeus Platform. Working with 3rd parties and Service Management in its delivery
- Management of a team of 3 Technical Platform Specialist. Providing technical and line management support.
Business Support
- Provide Business Process Support in line with documented Zeus Support Documentation
- Platform Configuration
- Configuration of the Thunderhead and Guidewire applications. Modifications to Templates, Rules and Non Application Code related elements of the system. Adherence to formal change and configuration management processes
Competencies/skills:
Technical (job related)
Ideally 2 years experience of supporting a Guidewire Platform
Strong background in a large Enterprise implementation of at least one of the following services and working knowledge of at least one further technology.
ECM, Thunderhead, Linux, B2Bi
People Management
Technical Support Management Experience
Strong Analytical Skills
Able to demonstrate the ability to analyse complex technical issues and drive the resolution of them
This role with require a large degree of interaction and management of 3rd Party delivery organisations. This individual will have to be able to manage this relationship fostering a collaborate approach whilst driving delivery when required.