Platform Support Manager
- Guidewire Software
- 8 - 13 years
- Bengaluru
- 10 days ago
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Job Description
Summary:
Guidewire is seeking a Platform Support Manager on the Guidewire Global Support (GGS) Platform team. You will be responsible for hiring, leading, and developing a team of 8-12 Platform Support Engineers as they research and resolve all incoming support cases from Guidewires customer base. This position requires strong managerial skills, a deep commitment to customer satisfaction, and experience in driving process improvement.
Role & responsibilities
- Take full management responsibility for your team, including motivating them, hiring/mentoring/coaching, writing performance reviews, and preparing overall performance evaluations
- Provide daily coordination and guidance to the team for processing incoming cases to ensure courteous, timely, high quality, and effective responses to customer issues
- Build and manage relationships with other Platform Support Managers to ensure services are consistent across regions, and productivity goals are understood and exceeded
- Lead and participate in continuous improvement projects that enhance the quality or efficiency of support
- Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
- Develop action plans to address areas of concern identified in customer satisfaction surveys
- Promote self-service tools and the knowledge repository as mechanisms to improve customer satisfaction and reduce cost
- Be available as needed for after-hours production emergencies as we provide 24x7 support for our customers
- Develop a broad knowledge of Guidewire Cloud Platform and software products
Required skills and experience
- Bachelors Degree in Computer Science or related field
- 3+ years supervisory or leadership experience of a customer-facing IT/Technical team
- Understanding of broad technical skills such as Object-Oriented Programming (Java, C#, or similar), relational databases (Oracle, PostgreSQL, MS SQL ), XML, and Cloud architecture
- Experience in working with AWS services, such as EC2, S3, RDS, and (Kubernetes) ECS/EKS, to deploy and manage Java applications in a cloud environment is a plus
- Experience supporting Java web applications running in a live production environment
- Familiarity with software development lifecycle. Familiarity with CI/CD concepts and principles; Jenkins, TeamCity and Bitbucket experience a plus.
- Dedication to customer service in both words and actions. 2+ years experience working directly with customers or key internal partners; preference for support for a B2B software company.
- Experience with a commercial customer incident tracking or CRM system such as Salesforce.com and experience using a software defect tracking system such as JIRA
- Experience working with outside Service Providers and Partner organizations is a plus.
- Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
- Self-motivated with critical attention to detail and appreciation for record keeping principles and systems
- Demonstrate strong follow-through and consistently keep commitments to customers and employees
- Team orientation Excellent interpersonal skills and ability to establish strong relationships with all levels of management
- Ability to read, write, and speak fluent English. Score bonus points if you are also fluent in another language such as French or German
- Travel Expect occasional travel (less than 5%) to other Guidewire offices for training and meeting
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Configuration and Deployment ManagementEmployement Type: Full timeContact Details:
Company: Guidewire SoftwareLocation(s): Bengaluru
Keyskills: Technical Leadership AWS Kubernetes Cicd Pipeline Devops
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Guidewire Software
Guidewire exists to deliver the software that P&C insurers need to adapt and succeed in a time of rapid industry change, and to ensure that every customer succeeds in the journeyWe believe that P&C insurance plays a vital role in protecting people and business, and in enabling society to fun...
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