Intermediate II Application Support Specialist

About Global Relay: For over 20 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, helping them maintain visibility and control over their information and ensuring regulatory compliance.

Global Relay offers competitive compensation and benefits, and a culture that supports big ideas, new challenges, and groundbreaking innovation. It’s a place where you can make an impact—and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. We recruit candidates from different backgrounds and foster a work environment that encourages collaboration and learning from each other, completely free of barriers.

Your role

The stability of our software is paramount as customers rely on our services to remain compliant. We are looking for a motivated individual to join our team and contribute to the smooth running of live systems. Production incidents happen from time to time; with your help and expertise we will reduce their impact and likelihood of recurrence, while taking opportunities to continuously learn and improve.

We run our software and platforms in an on-premises model, which provides opportunities to learn and solve unique challenges. Your role will involve building valuable domain knowledge of Global Relay's products and services. You will help identify potential operational risk hotspots and collaborate with cross-functional teams to implement mitigating solutions. When a production incident occurs you will take ownership, troubleshoot, and liaise closely with other subject matter experts to fix the underlying issue.

Your responsibilities

• Continuous learning: Keep up to date with Global Relay's products and services, participate in post-incident reviews, and contribute to knowledge bases to drive continuous improvement.
• Incident response: Troubleshoot and triage incidents by reviewing monitoring output, log traces, and knowledge bases; act in line with severity; some out-of-hours support may be required on a rota.
• Implementing operational best practices: Work with engineering teams (including DevOps) to ensure actionable run books are complete and accurate; instrument automated endpoint checks, dashboards, and alerting to identify issues early.
• Operational readiness: Review operational readiness during the inception of services and provide guidance accordingly.

Technologies you will interact with

• Observability: Grafana Labs stack, Zabbix
• Collaboration, knowledge base, ticketing and code versioning: Atlassian Suite
• Containerization/Virtualization: Docker/Podman
• Container Orchestration: Kubernetes
• CI / Automation: Jenkins
• Scripting: Python, Bash
• Operating Systems: Linux, Windows, iOS, Android

Where you have knowledge gaps, training and shadowing opportunities will be provided.

About you

You have an automation-first mindset. You enjoy sharing your knowledge and have a thirst for expanding your own technical horizons. You can work under pressure and are a keen problem solver with a drive for finding efficient solutions, and you enjoy collaborating with others.

• A minimum of 4 years working in an Application Support or SRE role
• Hands-on experience with observability platforms, Linux, scripting and container technologies
• Experience using code versioning systems
• You are comfortable in dealing with incidents under high pressure scenarios
• Experience with being on call as part of a rota
• Familiar with Kubernetes concepts
• You are comfortable collaborating with cross-functional areas
• You are comfortable working with cross-geographic teams
• Can understand code at a high level and are familiar with exception logs and stack traces as part of troubleshooting

Nice to have

• Familiar with Grafana Labs stack
• Experience troubleshooting applications running in Kubernetes
• Experience working in highly compliant industries (e.g., Finance/Banking)

What you can expect

At Global Relay, there’s no ceiling to what you can achieve. It’s a place for energetic, intelligent, and driven people, with mentoring, coaching, and support to reach your career goals. You’ll work alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments and accommodations tailored to meet the unique needs of every individual. We understand flexible work arrangements are important, and we encourage a hybrid work model that blends collaboration in the office with focus time from home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Technology, Information and Internet

London, United Kingdom