Applications Support & Site Reliability Team Lead (3779)

About GBG

Enabling safe and rewarding digital lives for genuine people everywhere

We make it our mission to ensure more genuine people have digital access to opportunities and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age location or background genuine people everywhere should be able to digitally prove who they are and where they live.

About the team

This role leads the Site Reliability/Apps support Engineering team within Documents & Biometrics responsible for ensuring GBG delivers a worldclass 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 customerorientated 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.

As a lead in 2nd line application support you will have a deep understanding of GBG Documents & Biometrics products applications and components hosted within our cloud environments. You will lead the implementation of monitoring to ensure high levels of observability to protect service availability and service performance for customer user journeys as well as responding to system events trends and alerts. You will be responsible for the work activity skills and capability of the Site Reliability Engineering team.

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 bestinclass 2nd line application and operational support service to GBG 1st line Customer Support and GBG Documents & Biometrics 3rd line Product Delivery functions.
• Coordinate 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 selfstarter.
• Be a customer champion proactive in recommending client enhancements to promote growth retention and customer satisfaction.

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 PCIDSS SSL & encryption WAF & attack protection).
• Experience of ITIL operational support working practices.
• Understanding of QA test and Development coding practices.

To find out more

As an equal opportunity employer we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why were a great place to work drop an email toand well be in touch. You can also find out more about careers at GBG and check out our current opportunities at your potential and be part of our mission to power safe and rewarding digital lives.