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For Companies At a Glance
- Tasks: Lead a team ensuring top-notch application support and reliability for GBG's products.
- Company: GBG is dedicated to enabling safe digital lives through identity verification technology.
- Benefits: Enjoy flexible working options, professional development, and a supportive team culture.
- Why this job: Join a mission-driven company focused on making a positive impact in the digital world.
- Qualifications: Experience in Site Reliability or Application Support, with strong technical troubleshooting skills required.
- Other info: We value diversity and inclusivity; adjustments can be made for the interview process.
The predicted salary is between 48000 - 84000 £ per year.
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 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 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 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.
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.
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 we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers. Unleash your potential and be part of our mission to power safe and rewarding digital lives.
Applications Support & Site Reliability Team Lead (3779) employer: GBG
Contact Detail:
GBG Recruiting Team
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, especially in the Documents & Biometrics area. Understanding their technology and how it impacts customer experience will help you demonstrate your knowledge during discussions.
✨Tip Number 2
Showcase your experience with cloud platforms like AWS, Azure, or Google Cloud. Be prepared to discuss specific projects where you've implemented monitoring tools or troubleshooting techniques that align with the role's requirements.
✨Tip Number 3
Highlight your leadership skills and experience in managing technical teams. Be ready to share examples of how you've developed team members and improved service delivery in previous roles.
✨Tip Number 4
Prepare to discuss your approach to incident management and problem resolution. Use real-life scenarios to illustrate how you've effectively handled customer-impacting issues and contributed to service improvements.
We think you need these skills to ace Applications Support & Site Reliability Team Lead (3779)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Applications Support & Site Reliability Team Lead position. Tailor your application to highlight relevant experience in site reliability, technical operations, or application support.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with cloud platforms, technical troubleshooting, and incident management processes. Use specific examples that demonstrate your ability to resolve customer-impacting issues and improve service performance.
Showcase Leadership Skills: As this role involves people management, be sure to include any leadership experience you have. Discuss how you've developed teams, managed performance, and contributed to a positive team culture in your previous roles.
Tailor Your Application: Customise your cover letter to reflect your understanding of GBG's mission and values. Mention how your skills align with their goal of enabling safe and rewarding digital lives for genuine people, and express your enthusiasm for contributing to their success.
How to prepare for a job interview at GBG
✨Understand the Role Inside Out
Make sure you have a deep understanding of the Applications Support & Site Reliability Team Lead role. Familiarise yourself with GBG's products, especially in Documents & Biometrics, and be ready to discuss how your experience aligns with their needs.
✨Showcase Your Technical Skills
Be prepared to demonstrate your technical knowledge, particularly in areas like cloud platforms (AWS, Azure), observability solutions, and troubleshooting techniques. Highlight specific examples from your past experiences where you've successfully resolved incidents or improved service performance.
✨Emphasise Leadership and Team Management
As a team lead, your ability to manage and develop your team is crucial. Share your experiences in performance management, coaching, and building relationships within teams. Discuss how you foster a collaborative environment and ensure high levels of service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making process. Think about past incidents you've handled, how you approached them, and what the outcomes were. This will help demonstrate your capability in a real-world context.
