L2 L3 Application Support

Job Description

• Provide advanced L2 L3 application support for enterprise Guidewire Java based applications
• Utilize monitoring tools such as Splunk and Data Dog to ensure optimal application performance
• Manage and maintain ITSM platforms including ServiceNow ITSM and Jira Service Desk for efficient incident and problem management
• Collaborate with cross functional teams to troubleshoot and resolve complex technical issues
• Support continuous improvement initiatives by documenting knowledge base articles and updating support processes
• Leverage skills in Incident Management Problem Management and Active MQ for enhanced support
• Ensure adherence to ITIL best practices and organizational policies during support activities
• Participate in on call rotations including providing after hours and weekend support to ensure uninterrupted service
• Demonstrate strong analytical skills and a proactive willingness to understand Guidewire architecture and integrations for faster troubleshooting
• Maintain very good communication skills to effectively interact with stakeholders

  Roles and Responsibilities

  • Take ownership of incidents and service requests logged in Jira Service Desk and ServiceNow ITSM ensuring timely and effective resolution
  • Troubleshoot and resolve complex issues related to Guidewire Java applications and middleware
  • Lead root cause analysis and implement preventive measures to reduce recurring incidents
  • Coordinate with development QA and infrastructure teams for seamless application support and deployments
  • Monitor and tune application performance to maintain optimal operation
  • Manage application deployments configuration changes and upgrades
  • Mentor junior support engineers to enhance team capabilities and knowledge sharing
  • Drive continuous improvement by identifying trends and recommending process enhancements
  • Provide on call support during weekends to maintain high availability and reliability
  • Apply strong analytical skills and proactively understand Guidewire application architecture and integrations to improve troubleshooting efficiency