Applications Support Lead (Guidewire)

Location: Madison (WI) | Employment Type: Full Time - 40 hours per week | Job Level: T2 | Work Preference: Onsite at work location address | Job Code: 241682

Job Description:

Responsibilities
In this role, you will be responsible for providing L2 Applications Support for enterprise Guidewire applications, ensuring stability, performance, and continuous improvement across systems. You will work closely with development, engineering, and operations teams to maintain high service quality and drive operational excellence.

You will own specific application support areas including Guidewire and integrations, collaborate with development teams to stay aligned with ongoing releases and support requirements, and identify technical debt to improve system efficiency. You will coordinate with resiliency and observability teams to implement automation initiatives and enhance system monitoring. The role involves active participation in incident management, including handling P1 and P2 incidents, performing root cause analysis, and working with L3 teams for resolution. You will also focus on problem management by identifying recurring issues and driving permanent fixes. Additionally, you will define and manage monitoring dashboards, configure alerts, and improve overall service visibility. Tracking KPIs such as MTTR, incident volume, and system availability, along with ensuring release readiness and monitoring deployments, will be a key part of your responsibilities.

Required Skill

Strong experience in Guidewire Policy Center, both On Prem and Cloud versions
Proficiency in GOSU for debugging and development support
Hands on experience with MuleSoft for integrations
Solid understanding of observability tools including Datadog, APM tracing, log analytics, and infrastructure monitoring
Experience working with containerization and cloud technologies such as Kubernetes, GKE, and Docker
Strong database knowledge in PostgreSQL, Oracle, and SQL Server
Experience in incident management, problem management, and SLA driven support environments

Desired Skill

Experience with Smart Communications support
Exposure to automation and resiliency initiatives
Strong analytical and troubleshooting skills with a focus on continuous improvement
Ability to collaborate across cross functional teams and drive faster issue resolution

If you are passionate about application support and eager to work in a dynamic environment, we encourage you to apply for this opportunity.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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