Applications Support & Site Reliability Team Lead (3779)

Applications Support & Site Reliability Team Lead (3779) Be among the first 25 applicants 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. 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 team is a 2nd line technical function, providing a gateway service between 1st line Customer Support and 3rd line Engineering for supported products and services. They are customer-oriented, knowledgeable, process-driven, and technically skilled, proactively supporting, maintaining, and monitoring live services. The role The Team Lead provides people management and technical leadership for GBG Documents & Biometrics production systems, ensuring quick, thorough, and professional resolution of customer-impacting incidents and problems. You will have a deep understanding of GBG products and hosted applications, leading monitoring implementations to ensure high service availability and performance, and overseeing the work and skills of the team. What You Will Do Manage team performance, development, and resourcing Lead a 24/7/365 support service, participating in a call-out rota Troubleshoot incidents, identify root causes, restore services, and escalate when necessary Analyze incident trends for risks and improvements Implement and maintain monitoring tools, dashboards, and alerts to meet SLOs and SLAs Maintain technical documentation and knowledge bases Manage application and service configurations following change control procedures Contribute to service design and deployment best practices Ensure operational security and availability standards Build stakeholder relationships to meet support needs Develop personal skills and knowledge Proactively recommend client enhancements for growth and satisfaction What Are We Looking For Essential Skills: Experience in Site Reliability, Technical Operations, or Application Support Knowledge of bespoke business solutions, troubleshooting, and data flows Strong support process application, including incident, problem, request, and change management Technical troubleshooting skills and knowledge of observability solutions Experience supporting cloud platforms (AWS, Azure, Google), cloud-native tech, and OS (Windows/Linux) Database querying skills (RDS, Azure SQL, etc.) Focus on performance and meeting SLAs/SLOs Experience with deployment tools (Azure DevOps), scripting (PowerShell, Terraform) Understanding of security standards (ISO27001, PCI-DSS, SSL, WAF) Knowledge of ITIL practices and coding standards To find out more We are committed to diversity and inclusion. Please inform us if you need adjustments during the interview process. Contact us at behired@gbgplc.com or visit gbgplc.com/careers for more opportunities. Unleash your potential and join our mission to power safe and rewarding digital lives. #J-18808-Ljbffr