application architect – customer & cloud operations: sustaining in Kuala Lumpur

yvone tong, randstad
job type
RM 120,000 - RM 156,000 per year
apply now

job details

kuala lumpur, wilayah persekutuan
information technology
job type
working hours
RM 120,000 - RM 156,000 per year
6 years
reference number
yvone tong, randstad
apply now

job description

As an Application Architect Your responsibilities will include but are not limited to:

Key responsibilities include: -

  • Customer release planning, methodology support, expert troubleshooting, system restoration, problem remediation and root cause analysis for production issues escalated from the Customer Support team ensuring that Guidewire continues to meet our demanding SLA’s for all of our globally distributed Guidewire Cloud customers.
  • Other facets of this role will include the detailed analysis of pre-production solutions to intercept potential performance or security issues prior to the customer solution being deployed into production on the Guidewire Cloud and also the design and implementation of internal tooling for use by the wider Cloud Operations team.
  • This role requires a high degree of independence, ownership and responsibility for customer success.
  • Application Engineers within the Sustaining Engineering team are expected to be highly responsive and resourceful to manage customer production issues in a timely manner.
  • Thus, the successful candidate must be skilled at developing and maintaining professional relationships with peers as well as colleagues in other departments and geographic locations.


  • 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.
  • Learn and master Guidewire's Suite of products to perform Cloud-hosted production system restoration, spending your first two months in training to become a certified subject matter expert.
  • Act as Technical Duty Officer, taking ownership of escalated Guidewire Cloud production solution failures or defects and own all customer communications with the Sustaining Engineering team
  • Troubleshoot issues occurring on Guidewire Cloud production solutions to effectively restore system functionality, providing Root Cause Analysis guidance to internal Guidewire or third-party teams to enable those teams to carry out post-restoration defect resolution, acting as internal escalation point when necessary.
  • Document and build runbooks and KCS articles to enable our L2 Rapid Response team to independently handle common support tasks and issues
  • Lead internal initiatives such as the development of internal tooling using GOSU, JAVA, and XML (and other technologies) for use within the Cloud Operations Sustaining Engineering team.
  • Be a strong contributor to technical assessments of incoming Guidewire Cloud-hosted solutions, ensuring that pre-production customer solutions meet our security and performance criteria and adhere to our coding standards
  • Aspects of the position involve commitment to customer SLA’s. While the Sustaining Engineering team members will work during normal business hours, occasional high priority work outside of established business hours may be necessary (i.e. to help with high severity customer issues)


  • Bachelor’s Degree in Computer Science or equivalent from higher education institution
  • Advanced exposure to broad technical skills such as Object Oriented programming (JAVA , C#, or similar), relational databases (data modeling/SQL), web UI (design and development), XML, application architecture
  • Ability to work independently and within a team, providing mentoring support to other team members
  • Strong communication and interpersonal skills
  • Demonstrated problem-solving and escalation-management skills
  • 4+ years of work experience working in a technical development environment in a team or project lead capacity

Desired Skills/Experience:

  • Software development lifecycle exposure (AGILE) preferred
  • Experience with a commercial customer incident tracking or CRM system
  • Experience using a software defect tracking system such as JIRA
  • Ability to prioritize work effort based on a dynamic work environment
  • Experience working with leading cloud platform Infrastructure as a Service (IaaS) providers such as AWS or Microsoft Azure
  • Basic understanding of data-warehousing (DW) and BI Design best practices and techniques
  • Basic understanding of relational database theory and related project experience (i.e. data modeling, normalization, OLAP theory, etc.)
  • Experience in or knowledge of front end web technologies (JavaScript and AngularJS) or similar
  • Detail-oriented

Company culture & benefits you can enjoy:

  • This is a new set up team in Malaysia, fresh team atmosphere, good working environment.
  • Guarantee performance bonus and another one attractive retention program bonus that company’s giving to employees.
  • Training provided, company will send the team to Ireland for training
  • Good performers entitle the chance to work in other countries (different branches)

If you want to apply:-

The above is just a guideline regarding the position. It is preferred to apply online, please click on the appropriate link. Alternatively, please contact Yvone Tong on 603 2036 7576 or 6014 6412099 for a confidential discussion or send your CV in to


no additional skills required


no additional qualifications required

educational requirements

Bachelor Degree