At a Glance
- Tasks: Provide top-notch support for Guidewire applications and manage incidents like a pro.
- Company: Join a leading tech firm in London with a focus on innovation and teamwork.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Other info: Dynamic work environment with a strong emphasis on continuous improvement.
- Why this job: Be the go-to person for solving real-world problems and enhancing user experiences.
- Qualifications: Experience in production support and familiarity with Guidewire products is essential.
The predicted salary is between 45000 - 45000 £ per year.
- Guidewire Production support consultant - London
- Skill –
- Guidewire production support
- Location –
- London, UK
Role Summary
We are seeking a proactive
Production Support Analyst to provide direction, set standards and ensure quality in the operational support available on the platform.
The successful candidate will ensure there is a consistent approach for production support across the platform and be the primary contact for incidents raised with Guidewire on the Community portal.
You will help maintain service excellence, coordinate issue resolution, manage exceptions, and support continuous improvement initiatives across the Guidewire ecosystem.
Key Responsibilities
- Production Support & Incident Management
- Manage, assess, triage, prioritise, and document incidents and service requests raised through Service Now, JIRA, and other support channels (i. e. Guidewire Community Portal).
- Investigate production issues and determine severity, business impact, and appropriate resolution paths.
- Provide timely responses, workarounds, and user guidance in accordance with agreed Service Level Agreements (SLAs).
- Coordinate issue resolution activities and escalate complex defects to the applicable development or maintenance teams where required.
- Act as the primary communication point between business users and technical teams throughout the incident lifecycle.
- Support critical incident management and coordinate recovery efforts to minimise business disruption.
- Monitoring & Operational Support
- Perform daily monitoring of production and test environments using Data Dog and other monitoring tools.
- Identify trends, recurring issues, and system degradation risks before they impact users.
- Support post-maintenance and post-release validation activities.
- Track Guidewire Cloud maintenance windows and communicate potential impacts to stakeholders.
- Coordinate with Guidewire and third‑party vendors regarding platform-wide issues and service disruptions.
- Defect & Release Coordination
- Log, classify, and assign defects to the appropriate development teams for investigation and resolution.
- Support coordination and deployment of urgent fixes, patches, and hotfix releases.
- Validate fixes and ensure production issues are properly documented and communicated.
- Distinguish between production defects, enhancement requests, and change requests, ensuring appropriate routing and governance.
- Business Support & Exceptions Management
- Provide functional and technical support to business users.
- Manage exceptions within business workflows to ensure end‑to‑end processing continuity.
- Assist users with troubleshooting, workaround identification, and incident resolution.
- Maintain strong relationships with business stakeholders and ensure effective communication throughout support activities.
- Knowledge Management & Continuous Improvement
- Maintain and enhance knowledge articles, support documentation, known error records, and workaround guides.
- Contribute to knowledge repositories including Confluence, Service Now, and Share Point.
- Identify opportunities to improve support processes, monitoring capabilities, and operational efficiency.
- Support continuous service improvement initiatives using Agile ways of working.
- Reporting & Management Information
- Set cadence and standard for reporting across the platform and ensure x Center support teams.
- Monitor and inspect the output from teams and ensure it meets standards set out.
- Produce monthly management information and operational reporting.
- Conduct trend analysis on incidents, defects, service requests, and production performance.
- Create dashboards and reports using data from Service Now, JIRA, Data Dog, and related platforms.
- Participate in service reviews with stakeholders as needed (currently fortnightly).
- Required Skills & Experience
Essential
- Knowledge of Guidewire Policy Center/Billing Center/Claim Center, Contact Manager and other Guidewire products.
- Experience in a Production Support, Application Support, or Systems Support Analyst role.
- Experience supporting enterprise business applications in a production environment.
- Knowledge of incident, problem, and service request management processes.
- Hands‑on experience with ITSM tools such as Service Now and defect tracking tools such as JIRA.
- Strong analytical and troubleshooting skills.
- Experience monitoring applications and services using tools such as Data Dog.
- Ability to coordinate across multiple teams and stakeholders.
- Strong ability to communicate in spoken and written English and customer service skills.
- Ability to work within defined SLAs and operational procedures.
- Experience creating reports, metrics, and management information.
Desirable
- Guidewire certification
- Familiarity with Agile methodologies and sprint ceremonies.
- Experience working with production releases, hotfixes, and change management processes.
- Knowledge of knowledge management practices and documentation standards.
- Personal
- High analytical skills
- High degree of initiative and flexibility
- High customer orientation
- High quality awareness
- Excellent verbal and written communication skills
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Guidewire Production support consultant - London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Infosys Limited values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Infosys Limited might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Infosys Limited!
✨Direct Apply to Infosys Limited
Let's not forget to apply directly through the Infosys Limited website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Guidewire Production support consultant - London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Infosys Limited.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Infosys Limited. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Infosys Limited
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
