Applications Support & Site Reliability Team Lead, GB Group
Digital identity and fraud solutions
Open for applications
Digital identity and fraud solutions
1001+ employees
Open for applications
1001+ employees
Company mission
To balance the growing need for a frictionless digital customer experience with the increasing risk of fraud and financial crime.
Role
Who you are
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Founded in 1989 as a mailing system in Cheshire, GBG became an information management company before several acquisitions and name changes led it full circle back to operations under GB Group - or GBG. Now valued at $1.7B, the company created an international identity verification service that is its current leading product.
With 21 countries under its wing and companies such as IBM and HSBC using its services, GBG simplifies employee onboarding, cyber security, and personal data protection with a friction-free digital platform.
With international revenues steadily growing, GBG managed to navigate the market from acquired startup to company-acquiring global leader. However, the rocky economic climate in the UK has led to GBG's purchase by US private equity firm GTCR in September 2022, a growing trend among foreign companies in the UK tech industry. Since then, however, GBG has gone on to win contracts with award-winning companies like Shoplazza, indicating that it has retained its momentum post-acquisition and is ready to continue upwards.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Leadership
Dev Dhiman
(CEO)Dev has been with GBG since 2020, initially joining as a Managing Director of Asia Pacific before becoming CEO in 2024. They previously spent 12 years at Experian in various Directorial roles and 3 years at Deloitte UK as a Senior Associate and Assistant Manager.
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