Production Support Engineer

Job Description

Production Support Engineer

- Skill Requirement: This role is now focused on application release management specific to Guidewire Policy Centre.
- Challenge: These skillsPolicy Centre, Guidewire, Release Management processes, and Azure CI/CD pipelinesare a rare combination.
- Background: Initially, we were hiring as per the original JD, but the Guidewire-specific requirement was added later, which narrows the talent pool significantly.
- Action: If you come across candidates with this specialised skill set, please share their profiles, though we should expect limited availability.

ROLE TITLE

PolicyCenter Production Support Coordinator

ROLE LOCATION(S)

Offshore

ROLE SUMMARY

The PolicyCenter Production Support Coordinator will be responsible for overseeing the daily operations and support of production systems, ensuring system reliability, availability, and performance. This role includes managing the release process, coordinating with solutions architects, and ensuring seamless integration and deployment of new features and updates.

ROLE RESPONSIBILITIES

Production Support:

oMonitor production systems, identify issues, and implement corrective actions to ensure system stability and performance.

oCollaborate with IT teams and stakeholders to resolve production incidents promptly.

oMaintain documentation of production issues, solutions, and best practices.

oConduct root cause analysis of recurring issues and implement permanent fixes.

Release Management:

oDevelop and maintain release schedules for all production systems.

oCoordinate with development, QA, and operations teams to ensure successful deployments.

oEnsure all releases are thoroughly tested and compliant with company policies and standards.

oManage and document the release process, including change management and version control.

Collaboration with Solutions Architects:

oWork closely with solutions architects to understand system design, architecture, and integration points.

oProvide input on production environment requirements and constraints during the design and planning phases.

oAssist in the implementation of architectural changes and optimizations to improve system performance and scalability.

Continuous Improvement:

oIdentify opportunities for process improvements and automation in production support and release management.

oImplement best practices and industry standards to enhance system reliability and efficiency.

oStay updated with the latest technologies and trends in production support and release management.

TECHNICAL QUALIFICATIONS

Proven experience in production support, release management, or a related role.

Strong knowledge of ITIL processes and best practices.

Experience with release management tools and practices.

Familiarity with software development lifecycle (SDLC) methodologies.

Knowledge of cloud platforms (e.g., AWS, Azure) and CI/CD pipelines is a plus.

GENERAL QUALIFICATIONS

Technical proficiency in system monitoring, troubleshooting, and performance tuning.

Ability to manage multiple tasks and projects simultaneously.

Strong organizational and time-management skills.

Detail-oriented with a focus on quality and accuracy.

Ability to work independently as well as part of a team.

Excellent problem-solving skills and the ability to work under pressure.

Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams.

This position may require occasional on-call support and after-hours work for critical issues or deployments.

Ability to work in a fast-paced environment and adapt to changing priorities.

EDUCATION REQUIREMENTS

Bachelor's degree in Computer Science, Information Technology, or a related field.