What are the responsibilities and job description for the Guidewire Production Support position at Kastech Software Solutions Group?
Job Title
Guidewire Production Support
Location
Hartford, CT - Hybrid
Duration
6 months and possible Contract-To-Hire - any time after 90 days
Start Date
05/13/2026 or ASAP
Job Description: Guidewire Production Support – Hartford, CT - Hybrid
Key Responsibilities
We are seeking a seasoned Guidewire Domain Expert with 12-15 years of experience to lead and drive L2L3 production support for Guidewire Insurance Suite applications Billing Center The role requires strong PC insurance domain knowledge deep understanding of Guidewire functional processes ability to perform triage RCA and incident problem management and collaborate with business development QA infrastructure and vendor teams to ensure high system stability availability and SLA compliance
This position is ideal for a professional who can act as the single point functional authority for production issues and ensure continuous improvement through proactive monitoring trend analysis and reduction of recurring incidents
Key Responsibilities:
Production Support Incident Management
Own L2L3 production support for Guidewire applications ensuring adherence to SLAOLA targets
Lead incident triage impact analysis prioritization and resolution for functional and techno functional issues
Drive major incident management MIM including stakeholder communication coordination bridges and resolution tracking
Perform root cause analysis RCA and implement preventive actions to reduce recurring incidents
Handle production defects configuration issues integration failures batch failures and performance related incidents
Guidewire Functional Expertise
Provide domain leadership on Guidewire business flows such as
o Policy lifecycle quote bind issuance endorsement cancellation renewal
o Claims lifecycle FNOL reserves payments recoveries subrogation
o Billing lifecycle invoicing payments delinquency dunning writeoffs reversals
Analyze business requirements and production issues and map them to Guidewire configuration behavior
Support troubleshooting across
o Product model configuration
o Rating underwriting rules as applicable
o Billing invoicing plans payment plans delinquency dunning
o Claims financials and payment processing
o Workflow validation rules UI behavior and permissions
Integration Batch Operations Support
Troubleshoot Guidewire integrations inbound outbound including
o Messaging events web services SOAPREST middleware ESB
o Document generation management payment gateways downstream finance
Monitor and support batch jobs scheduled processes and related data issues
o Batch failures stuck work items retries and recoveries
Perform data investigation using logs queries work queues and operational dashboards
Release Change Environment Support
Support production deployments hotfixes and emergency releases including validation and rollback planning
Participate in change management reviews for risk assessment and production readiness
Ensure environment health checks smoke testing and post release monitoring
Continuous Improvement
Identify patterns via incident trend analysis suggest automation opportunities and drive improvements
Create and maintain knowledge articles KEDB SOPs support runbooks and operational playbooks
Contribute to operational excellence monitoring enhancements alert tuning and proactive health checks
Required Experience
12-15 years in IT delivery support with strong exposure to Guidewire Insurance Suite production support
Proven experience in L2L3 application support incident problem management and RCA
Strong PC insurance domain knowledge Billing center
Experience working in 24x7 on call production support models rotational shifts
Must-have Skills
Guidewire Domain
Deep functional expertise in Billing Center
Strong understanding of Guidewire entities business rules validation workflows and product model concepts
Ability to interpret production behavior and recommend configuration process fixes
Support Operations
Handson experience with
o Incident Problem Change processes ITIL aligned
o SLA tracking escalation management stakeholder comms
o Major incident handling and executive updates
Troubleshooting Analysis
Strong debugging ability using
o Application logs integration logs batch logs
o Queries and data analysis SQL
o Monitoring tools Splunk Dynatrace AppDynamics ELK any
Good to Have Skills
Guidewire Cloud experience GWCP upgrade support or performance tuning exposure
Experience with Gosu basics reading stack traces and working with dev teams on code level fixes
Knowledge of Guidewire messaging plugins integration patterns
Exposure to DevOps pipelines release automation environment management
Tools Technologies
Guidewire insurance Suite PCBCCC Studio as applicable
SQL Oracle MS SQL data investigation skills
Ticketing ServiceNow Jira
Monitoring logging Splunk Dynatrace AppDynamics Kibana ELK any
Documentation Confluence SharePoint