Global Relay
SaaS
ApplicationSupportLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Application Support Lead at Global Relay. Skills: Application support, Team leadership. Ensure seamless operation and support. Drive efficiency”
What You'll Achieve.
Drive efficiency; Mitigate risks; Elevate customer experience; Minimize impact to customers; Reduce risk of reoccurrence; Improve efficiency and effectiveness
Industry & Context.
Proactive problem-solving; Technical root cause analysis; Identify risks; Propose solutions
Attend office 4 days per week, Right to work in UK
What They're Looking For.
Must Have
Previous SAAS experience, Experience building and managing people, Experience developing teams of technical specialists, Able to remove roadblocks affecting team efficiency, Able to communicate impact to business and customers, Capable of leading technical recovery, Ensures team identify technical root cause, Tracks progress of actions to reduce risk, Identifies opportunities to improve efficiency, Ensures new products are supportable, Meets Application Support operability requirements, Continually improves Application Support Operability framework, Capable of building business cases for new tooling, Tool selection and delivery of new tooling, Mentors and manages Application Support Specialists, Manage team member vacation requests, Manage probationary period and annual assessments, Deliver annual performance reviews, Assist Manager to manage recruitment needs, Screen resumes and shortlist candidates, Interview candidates, Manage probationary period of new hires, Promotes team in all situations, Represents team at Lead level, Ensures team members create personal development plans, Effective communication with team and colleagues, Exhibits GR's core values, Accepts feedback graciously, Gives timely, helpful feedback, Communicates assumptions and gets clarification, Solicits feedback from others, Understands how work contributes value, Contributes to formal knowledge sharing, Builds relationships with peers and teams, Proactively identifies risks, Proposes possible solutions, Provides relevant feedback on performance, Able to work with minimal direction, Provides guidance to other team members, Has Customer experience at the heart of all work, Right to work in the UK
Nice to Have
Visa sponsorship not offered
What You'll Do.
Ensure seamless operation and support
Elevate customer experience
Lead the application support team
Champion a culture of excellence
Safeguard infrastructure robustness and reliability
Develop intimate knowledge of GR Products
Develop advanced understanding of interdependencies
Develop broad knowledge of monitoring concepts
Develop broad knowledge of alerting concepts
Develop broad knowledge of service management concepts
Minimize impact to customers for major incidents
Improve efficiency and effectiveness of team
Ensure new products are supportable
Meet Application Support operability requirements
Improve the Application Support Operability framework
Build business cases for new tooling
Select and deliver new tooling
Manage team member time off requests
Ensure adequate coverage
Manage probationary periods
Conduct annual performance assessments
Solicit 360-degree feedback
Deliver annual performance reviews
Review past accomplishments
Agree to future SMART goals
Manage and forecast recruitment needs
Shortlist eligible candidates
Oversee probationary period of new hires
Represent team at Lead level
Ensure personal development plans are created
Ensure personal development plans are owned
Ensure personal development plans are delivered
Align personal development plans to company strategy
Communicate effectively with team
Communicate effectively with colleagues
Live GR's core values
Learn from everything done
Give timely feedback to peers
Give timely feedback to managers
Minimize need for rework
Contribute to knowledge sharing
Build relationships with peers
Build relationships with manager
Build relationships with other teams
Propose possible solutions
Provide constructive feedback on performance
Achieve required outcomes with minimal direction
Provide guidance to other team members
Place Customer experience at the heart of work
How You'll Work.
Team & Collaboration
Represent team at Lead level; Communicate with colleagues outside team; Build relationships with peers; Build relationships with manager; Build relationships with other teams
Communication Scope
Communicate impact to business; Communicate impact to customers; Communicate with team; Communicate with colleagues; Communicate assumptions; Get clarification on tasks
Process & Methodology
SMART goals
Full Job Description
Who we are: 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. Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers. Your role: As the Application Support Lead at Global Relay in London, you'll be at the forefront of ensuring 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'll assume a pivotal role in leading 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 Develops Intimate knowledge of all GR Products and Services. Develops advanced understanding of interdependencies between Products and Services. Develops broad knowledge across monitoring, alerting and service management concepts. Good understanding of software systems concepts such as networking, firewalls, protocols,
Applying for this Application Support Lead role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Global Relay?
Real rants from real employees. Read before you apply.