Applications Support & Site Reliability Team Lead (3779)

GBG Plc; Chester; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Applications Support & Site Reliability Team Lead to drive excellence in technical operations. This pivotal role involves leading a skilled team, ensuring swift resolution of customer-impacting incidents, and proactively enhancing service quality. You will manage a 24/7 support service, analyze performance trends, and implement monitoring tools to uphold service standards. If you are passionate about customer satisfaction and possess a strong technical background, this opportunity offers a chance to make a significant impact in a collaborative environment, fostering both personal and professional growth.

Qualifications

• Experience in Site Reliability, Technical Operations, or Application Support.
• Strong understanding of observability solutions and cloud platforms.

Responsibilities

• Lead a 2nd line application and operational support service.
• Troubleshoot incidents and maintain application configurations.

Skills

Site Reliability Engineering

Technical Operations

Application Support

Incident Management

Technical Troubleshooting

Cloud Platforms (AWS, Azure, Google)

Scripting and Automation

ITIL Practices

Tools

Azure DevOps

Terraform

PowerShell

Job description

Applications Support & Site Reliability Team Lead (3779)

About GBG
GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them intelligence to make the best decisions about their customers, when it matters most.

About The Team
This role leads the Site Reliability/Apps support Engineering team within Documents & Biometrics, responsible for ensuring GBG delivers a world-class experience for all our customers and team members globally. The Site Reliability/Apps Support Engineering Team is a 2nd line technical function, providing a gateway service between 1st line Customer Support and Technology 3rd line Engineering for supported products and services consumed by GBG Customers. The team is formed of customer-orientated, product knowledgeable, process driven and technically skilled professionals. Their purpose is to proactively support, maintain, and monitor live service to identify, prevent and resolve customer impacting issues; whilst providing a feedback loop to engineering to ensure continual service improvement for an outstanding customer service experience.

The role
The role of the Team Lead is to provide people management, technical leadership for GBG Documents & Biometrics production systems, ensuring customer impacting incidents and problems are resolved quickly, thoroughly, and professionally.

What You Will Do

• As a people manager, you will be responsible for performance management and development of your team and resourcing where required.
• Take a leading role to a best-in-class 2nd line application and operational support service to GBG 1st line Customer Support and GBG Documents & Biometrics 3rd line Product Delivery functions.
• Co-ordinate a 24/7/365 (outside of core working hours) support service and participate in a call out rota to protect GBG Documents & Biometrics products and customers against service outages and degradation.
• Troubleshooting system and customer impacting incidents, effectively utilising logs, and information from multiple sources to identify root causes, restoring service via a fix or workarounds, and where needed escalating to 3rd line teams.
• Proactively analyse incident and monitoring trends to identify availability and performance risks to services, including improvement opportunities.
• Deliver observability of our platforms by implementing and maintaining monitoring tooling, creating monitors, dashboards and alerts ensuring service performance is accurately measured to achieve SLOs and customer SLAs.
• Ensure maintenance of a knowledge base, including the creation of technical documentation where required.
• Maintain application and service configurations, adhering to GBG Change Control process and deployment procedures.
• Contribute to service design and implementation of best practice to ensure successful transition of new products and services into production systems.
• Maintain availability and security operations to agreed standards schedules.
• Build relationships with internal stakeholders to ensure technical, operational, and customer support needs are met.
• Continually develop skills, competencies, and knowledge to support your personal development, a self-starter.
• Be a customer champion - proactive in recommending client enhancements to promote growth, retention, and customer satisfaction.

Requirements

What are we looking for

Essential Skills:

• Experienced in a Site Reliability, Technical Operations, or Application Support role.
• Good experience of bespoke business solutions and products, including the ability to demonstrate and troubleshoot the relationship between business customer services and underpinning technology components (web, Middleware/Applications, Databases, Infrastructure) and data flows.
• Excellent application of support process, including Incident, Problem, Request, Event and Change Management.
• Excellent application of technical troubleshooting, procedures, technical knowledge and personal skillset to rapidly resolve issues.
• Excellent understanding of observability solutions, and deployment, integration and configuration of operational monitoring tooling to capture events to inform performance objectives (SLOs/SLAs & APM, Synthetics, Web, Infrastructure etc).
• Good experience supporting Cloud platforms (AWS, Azure, Google), cloud native technologies (Kubernetes, PaaS services) and operating systems (Windows and/or Linux).
• Good experience querying cloud hosted databases (RDS, Azure SQL and others).
• Performance driven to ensure business and technology can be evidenced against agreed SLAs, SLOs and relevant customer metrics.
• Experience of Release and Deployment Tooling (Azure DevOps).
• Experience of scripting and automation (Terraform, PowerShell).
• Experience adhering to security standards and securing systems (ISO27001, PCI-DSS, SSL & encryption, WAF & attack protection).
• Experience of ITIL operational support working practices.
• Understanding of QA test and Development coding practices.

Benefits

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive.

To chat to the Talent Attraction team and find out more about our benefits and why we're a great place to work, drop an email to [e-mail] and we'll be in touch. You can also check out our career site here.

Why not apply and make life@GBG work for you?

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting