Application Support Lead

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Global Relay is a career-building company, a place for big ideas, new challenges, and groundbreaking innovation. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees.

Your role: As the Application Support Lead at Global Relay in London, you will ensure seamless operation and support for our suite of products and services. Your expertise in technical management, team development, and proactive problem-solving will drive efficiency, mitigate risks, and elevate the overall customer experience.

Your job: You will lead the application support team, championing a culture of excellence, and safeguarding the robustness and reliability of our technical infrastructure. Expect to undertake the following key responsibilities:

• Technical Skills

• Develop intimate knowledge of all GR Products and Services.
• Develop advanced understanding of interdependencies between Products and Services.
• Develop broad knowledge across monitoring, alerting and service management concepts.
• Good understanding of software systems concepts such as networking, firewalls, protocols, databases and cloud technology.
• Previous experience in a SAAS or enterprise grade organization.
• Demonstrable experience in building and managing people along with further developing teams of technical specialists.
• Able to remove roadblocks affecting team efficiency.
• Understand and able to communicate at all levels, impact to business and customers from Service Incidents.
• Capable of leading technical recovery to mitigate and restore service, minimizing impact to customers for major incidents.
• Ensure team identifies technical root cause of incidents and tracks progress of actions to reduce risk of reoccurrence of incident.
• Identify opportunities to improve efficiency and effectiveness of team.
• Ensure new products, services, features are fully supportable and meet Application Support operability requirements.
• Continually improve the Application Support Operability framework.
• Capable of building business cases for new tooling, tool selection and delivery of new tooling.

• Mentor and manage Junior, Intermediate I & II, and Senior Application Support Specialists.
• Manage team member vacation and time off requests ensuring adequate coverage.
• Manage the probationary period and annual individual performance assessments of all direct reports.
• Deliver comprehensive annual performance reviews (IPAs) for direct reports.
• Assist Manager to manage and forecast the Application Support recruitment needs.
• Screen resumes, shortlist eligible candidates for employment, and interview candidates.
• Manage and oversee the probationary period of new hires.
• Promote team in all situations and represent team at Lead level across organization.
• Ensure all team members create, own and deliver on personal development plans.
• Effective in communicating with team and colleagues outside of Application Support.
• Exhibit GR's core values, focusing on understanding and living these values.
• Accept feedback graciously and learn from everything they do.
• Give timely, helpful feedback to peers and managers.
• Communicate assumptions and get clarification on tasks up front to minimize the need for rework.
• Solicit feedback from others and be eager to find ways to improve.
• Understand how their work contributes value to the company.
• Contribute frequently to formal knowledge sharing.
• Build strong relationships with peers, manager and other teams.
• Proactively identify risks and propose possible solutions.
• Provide relevant feedback, including constructive feedback if appropriate, on team member’s performance.
• Able to work with minimal direction or supervision to achieve required outcomes.
• Have customer experience at the heart of all work.

What you can expect: At Global Relay, there’s no ceiling to what you can achieve. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.