Job Description
GUIDEWIRE L2 Support Analyst
Core / Must Have Skills
- 2-5 Years Insurance and Guidewire(or Policy Admin System) experience.
- BAU experience
- Experience with Incident Management systems and JIRA
- Understanding of Guidewire Cloud Concepts
- Guidewire Integration Web Services experience
- Incident resolution and management per SLAs
- SLA Tracking and Monitoring Experience
Primary / Should Have Skills
- Guidewire Associate Certification
- Log Montioring Tool Experience
- AWS S3 Bucket
- Jenkins, BAMBOO, or TeamCity experience
- BitBucket experience
Must Have Skills
- Integration Gateway experience
- APD experience
- App Event experience
Shift Timings (Weekend Shift or 24*7)
Shift Timings (IST Hours) - 2 shifts: IST & EST (US)
Weekend Support : Yes
Role & Responsibilities
24x5 weekend on call support
Service Request Management. Provisioning User Access to Guidewire Policy Center and SmartCOMM applications; Monitor the user's activities - Monitor usage by the users to optimize the license costs. i.e., proactively removed users that are dormant.
Incident Management: Response to incidents, triage, allocate/assign to L3 or other relevant teams, resolution, and maintenance of the tickets in the ticketing system (including but not limiting to trend analysis); -Triage, analyze, and provide short-term fixes to the production issues. ; - Incident Pattern Analysis: Analysis of historical incidents and identifying any patterns,
suggesting resolutions and continuous improvements. ; - Integration Support: Coordination with other application related to integration issues with other systems and applications.; -Environment Management & Data Refresh Support : Monitoring & management) of environments and providing data refreshes when requested.
Also includes management of password rotations in CyberArk, for the applications in scope; -Support the Guidewire Patch activities done by Guidewire product team.
- Vendor Integration changes (restricted to coordination with vendor and implementing the changes done for vendor services in Guidewire PolicyCenter)
- Release Management (Production release activities of Guidewire PolicyCenter and SmartComm document templates, like preparing release documents, managing build and deployment of Guidewire applications and deploying SmartComm template changes) Provide Data fixes. ; -Maintain Problem record management.
- Open incidents for production issues ; -Coordinate with other teams, app server admins, and DB team if needed to resolve issue.
- Provide On-call support. ; -Deployment support (Build and deployment of Guidewire applications and deploying SmartComm template changes)
Code Merges (Code merge of Guidewire PolicyCenter application and SmartComm document templates.) ; -Application Checkouts (Code checkout for Guidewire PolicyCenter and SmartComm templates) ; - Version Upgrade Releases (including code changes/updates required for impacted out of the box and customized code for Guidewire PolicyCenter) ;-Monitoring, recording, and reporting on the adherence to defect/incident resolution SLAs
- Cloud Ops Support (includes coordination with internal Cloud and associated teams and GW to support cloud environment) -Performance Management (Run the existing performance scripts)
- Security and Compliance: Coordination with users / Platform to ensure users are audit & security compliant. ; -Data Management: team needs to adhere to Data security policy and standards. also ensure that all data integrity, data migration, and data quality issues within the Guidewire platform, which are identified as part of proactive monitoring, are communicated to Digital factory leadership as part of ongoing delivery governance.
- Ongoing exchange with product owners and platform leads to be up to date with any strategic operational or technical challenges and contribute to Program level BRP (Big Room Planning)
on a quarterly basis. ; - Schedule, plan, and participate in agile ceremonies (e.g., Daily Standup, Sprint Retro, Sprint Planning, Sprint Demo, Sprint Review, AMS Monthly Planning, Backlog Refinement) in accordance to Digital Factory Playbook and Way of Working ; - Contribute to Scrum of Scrums (required) and PO Syncs (if required) in accordance to Digital Factory Playbook and Way of Working.
Responsibilities
QUALIFICATIONS
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
