L2 L3 Application Support

Job Title: L2 L3 Application Support

Work Location: Portsmouth, NH (Hybrid)

Role Summary

• Seeking a Senior Specialist with 7 to 11 years of experience in Application Support to provide expert level support for Guidewire Java based applications and ITSM tools in the insurance domain including on call weekend 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