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- Tasks: Lead a team ensuring top-notch support for applications and site reliability.
- Company: GBG is dedicated to enabling safe digital lives through reliable identity verification technology.
- Benefits: Enjoy flexible working options, professional development, and a supportive team culture.
- Why this job: Join a mission-driven company that values diversity and offers impactful work in tech.
- Qualifications: Experience in Site Reliability or Application Support, with strong troubleshooting and cloud platform skills.
- Other info: Be part of a 24/7 support service and contribute to innovative solutions.
The predicted salary is between 48000 - 72000 £ per year.
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.
Applications Support & Site Reliability Team Lead (3779) employer: GBG Plc
Contact Detail:
GBG Plc Recruiting Team
behired@gbgplc.com
StudySmarter Expert Advice 🤫
We think this is how you could land Applications Support & Site Reliability Team Lead (3779)
✨Tip Number 1
Familiarise yourself with GBG's products and services. Understanding the specific applications and systems you'll be supporting will give you a significant edge during discussions with the hiring team.
✨Tip Number 2
Showcase your experience with cloud platforms like AWS, Azure, or Google Cloud. Be ready to discuss specific projects where you've implemented or supported these technologies, as this is crucial for the role.
✨Tip Number 3
Prepare to demonstrate your technical troubleshooting skills. Think of examples where you've successfully resolved incidents or improved service performance, as this will highlight your capability to lead the team effectively.
✨Tip Number 4
Network with current or former employees of GBG if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Applications Support & Site Reliability Team Lead (3779)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Site Reliability, Technical Operations, or Application Support. Use specific examples that demonstrate your troubleshooting skills and knowledge of cloud platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of GBG's mission and how your skills align with the role. Mention your experience with incident management and your ability to lead a support team effectively.
Highlight Technical Skills: In your application, emphasise your technical troubleshooting skills, familiarity with observability solutions, and experience with deployment tools like Azure DevOps. This will show that you are well-equipped for the role.
Showcase Leadership Experience: If you have previous experience managing teams or leading projects, make sure to include this in your application. Highlight how you have developed team performance and contributed to service design best practices.
How to prepare for a job interview at GBG Plc
✨Showcase Your Technical Expertise
Make sure to highlight your experience in Site Reliability and Application Support. Be prepared to discuss specific tools and technologies you've used, such as AWS, Azure, or any observability solutions, as this will demonstrate your technical proficiency.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've successfully troubleshot incidents in the past. Discuss your approach to identifying root causes and restoring services, as well as any improvements you've implemented based on incident trends.
✨Understand the Company’s Mission
Familiarise yourself with GBG's mission to enable safe digital lives. Being able to articulate how your values align with theirs can set you apart and show that you're genuinely interested in the role and the company.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to manage a 24/7 support service and lead a team. Think about how you would handle high-pressure situations, manage team performance, and ensure service availability while meeting SLAs.
