Guidewire Incident Management Lead

ValueMomentum; New Jersey; On-site; USD 90,000 - 120,000; Part time

Job summary

A technology solutions company is seeking a Senior Associate to lead incident management operations in Guidewire environments. This mid-senior level position requires 8-12 years of IT experience with strong expertise in Guidewire InsuranceSuite and ITIL processes. The role involves collaboration with stakeholders, monitoring system alerts, and mentoring teams to ensure service level agreements are met. Ideal candidates will have hands-on experience with GOSU and incident lifecycle management.

Qualifications

• 8–12 years in IT, with strong Guidewire expertise.
• Hands-on experience with incident management and SLA governance.
• Ability to lead and mentor teams in a cross-functional setting.

Responsibilities

• Lead technical operations for incident management in Guidewire environments.
• Collaborate with business analysts for requirement clarification.
• Conduct trainings on Guidewire tools and incident management.

Skills

Guidewire InsuranceSuite

Incident lifecycle management

ITIL processes

GOSU

API integration (SOAP/REST)

Batch processes

Cross-functional team leadership

Job description

Senior Associate US TAG at ValueMomentum Inc

At ValueMomentum’s Technology Solutions Center, we are a team of passionate engineers who thrive on tackling complex business challenges with innovative solutions while transforming the P&C insurance value chain. We achieve this through strong engineering foundation and continuously refining our processes, methodologies, tools, agile delivery teams, and core engineering archetypes. Our core expertise lies in six key areas: Cloud Engineering, Application Engineering, Data Engineering, Core Engineering, Quality Engineering, and Domain expertise

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:

• 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.
• 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.

Seniority level: Mid‑Senior level

Employment type: Contract

Job function: Information Technology

Industries: IT Services and IT Consulting

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