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Guidewire Incident Management Lead

3 weeks ago

New York, New York, United States Delta System & Software, Inc. Full time

Hi ,

Hope you ae doing good ,

Position : Guidewire Incident Management Lead

Duration : Long term Contract (W2 Contract Only)

Location : NJ (Onsite)

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.