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London | Guidewire prod support | SCON
Job Location:
Monthly Salary:
Posted:
11 July 2026 (30+ days ago)
Posted:
Application Deadline:
8 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 as well as being the primary contact for incidents raised with Guidewire on the Community portal.
You will help maintain service excellence co-ordinate issue resolution manage exceptions and support continuous improvement initiatives across the Guidewire ecosystem.
Key Responsibilities
Production Support & Incident Management
Required Skills & Experience
Essential
Desirable
Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
High analytical skills
A high degree of initiative and flexibility
High customer orientation
High quality awareness
Excellent verbal and written communication skills
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
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 as well as being the primary contact for incidents raised with Guidewire on the Community portal.
You will help maintain service excellence co-ordinate 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 ServiceNow 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.
- Perform daily monitoring of production and test environments using DataDog 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.
- 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.
- 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.
- Maintain and enhance knowledge articles support documentation known error records and workaround guides.
- Contribute to knowledge repositories including Confluence ServiceNow and SharePoint.
- Identify opportunities to improve support processes monitoring capabilities and operational efficiency.
- Support continuous service improvement initiatives using Agile ways of working.
- Set cadence and standard for reporting across the platform and ensure xCenter 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 ServiceNow JIRA DataDog and related platforms.
- Participate in service reviews with stakeholders as needed (currently fortnightly).
Required Skills & Experience
Essential
- Knowledge of Guidewire PolicyCenter/BillingCenter/ClaimCenter ContactManager 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 ServiceNow and defect tracking tools such as JIRA.
- Strong analytical and troubleshooting skills.
- Experience monitoring applications and services using tools such as DataDog.
- 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
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
High analytical skills
A high degree of initiative and flexibility
High customer orientation
High quality awareness
Excellent verbal and written communication skills
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
