- Entry level
- No Education
- Salary to negotiate
Customer & Cloud Operations Manager
We are Guidewire Software, and we're perhaps the best company to work for that you've never heard of. We are proud to be voted a “Top 3” employer on Glassdoor by our own employees and positioned as a market leader by industry experts like Gartner. We serve the second-largest financial services industry in the world (after banking), worth $2 trillion USD. We build the core applications that companies use to sell insurance policies, settle claims, and bill their customers. We also have a portfolio of products serving the innovative needs of our customers in areas such as data management, digital online portals, and predictive analytics. We serve customers all over the world, helping them handle billions of dollars of business. This is a lucrative and underserved market, and we have grown rapidly through a combination of quality products, excellent service, innovative technology, and a passionate belief in our core values of rationality, collegiality & integrity.
The applications we build are large and extraordinarily complex, and they have to work reliably. More importantly, they have to be able to be implemented in a strategic and timely manner, and of course in a way that keeps them flexible yet maintainable. The Guidewire Customer & Cloud Operations team takes on the full scope of responsibility for the customer’s production system upon go-live, ranging from environment management to post-production defect management and release coordination.
Our organization is looking for an experienced manager who can take responsibility for managing a staff of local and remote Engineers to enable the Guidewire Customer & Cloud Operations organization to best serve each individual customer’s needs. In this critical role, you will be responsible for hiring, onboarding and ongoing performance and development of a staff of talented engineers to ensure their success and continued development within Guidewire. Other facets of this role will include the staffing of global Customer & Cloud Operations resourcing needs, managing our resourcing capacity by ensuring that our teams of engineers keep updating their product certifications and other technical skills to meet these resourcing needs plus development of career paths and other internal collateral required as we continue to grow our global Customer & Cloud Operations teams.
If this sounds interesting and exciting to you...come and talk with us.
We live by our core principles of integrity, rationality, and collegiality. Your first responsibility is always to adhere to these principles in everything that you do.
Ability to work in Dublin, Ireland with the potential for occasional travel internationally, specifically to other Guidewire locations and to team-building events.
Responsible for line management of a group of Customer & Cloud Operations engineers both in the Dublin office and remotely.
On-board new hires, conduct quarterly (performance) check-ins, request/deliver feedback, and create/track individual development plans
Provide necessary coaching and ensure staff is receiving project mentoring
Engage in capacity/resource planning in coordination with Customer & Cloud Operations functional area managers to ensure Guidewire’s 24/7 ‘follow the sun’ support model meets existing and new customers’ needs.
Lead organizational efforts such as workforce planning, knowledge management, and succession planning
Participate in candidate interviews and hiring decisions
Manage performance issues and any arising internal conflict to resolution
Make recommendations for promotions and/or salary actions by gathering necessary feedback for informed decision-making
Ensure available training and collateral (e.g. new product roll-out or skills development) is communicated to staff
Monitor usage of paid time off and study leave to ensure compliance and ensure work/life balance
Coordinate and project manage completion of internal initiatives as assigned
Assist with resourcing process revisions/enhancements based on business changes and/or tool changes
Support definition of skills required to support more efficient staffing and manage skills assessment process to ensure up to date information and definition of skills required to support more efficient staffing
Analyse and identify key skills gaps across the organization that need to be addressed through hiring / training
About the company
Guidewire exists to deliver the software that P/C insurers need to adapt and succeed in a time of rapid industry change, and to ensure that every customer succeeds in the journey