Application Support Lead

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.

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.

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:

• 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, databases and cloud technology.
• Previous experience in a SAAS or enterprise grade organization.
• Has demonstrable experience in building and managing people along with further developing teams of technical specialists.
• Able to remove roadblocks affecting team efficiency.
• Understands 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.
• Ensures team identify technical root cause of incidents and tracks progress of actions to reduce risk of reoccurrence of incident.
• Identifies opportunities to improve efficiency and effectiveness of team.
• Ensures new products, services, features are fully supportable and meet Application Support operability requirements.
• Continually improves the Application Support Operability framework.
• Capable of building business cases for new tooling, tool selection and delivery of new tooling.

• Mentors and manages 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 including the solicitation of 360-degree feedback from appropriate stakeholders.
• Deliver comprehensive annual performance reviews (IPAs) for direct reports as scheduled by HR, specifically reviewing past accomplishments and agreeing to future SMART goals.
• Assist Manager to manage and forecast the Application Support recruitment needs.
• Screen resumes, shortlist eligible candidates for employment, and interview candidates (CV analysis, personality profiling, and skills assessment/ verification) via telephone, video conference or in-person as needed.
• Manage and oversee the probationary period of new hires.
• Promotes team in all situations and capable of representing team at Lead level across organization.
• Ensures all team members create, own and deliver on personal development plans, aligned to company strategy.
• Effective in communicating with team and colleagues outside of Application Support.
• Exhibits…