Technical Analyst & Support Lead (ATR TBC)

Description
***This role is hybrid and will require some office attendance at our London hub or our Chester hub. Please only apply if you are able to attend one of these locations regularly***

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification, and fraud prevention solutions.

With over 30 years’ of experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

We make the world a safer place
We trust each other and win together
We are local experts in a global business
We want you to be yourself
We grow when you grow

The Role

The Technical Analyst and Support Team Lead will be responsible for coordinating and managing a team to deliver and support the technical implementation of GBG Identity and Fraud Products. This hybrid role will require a candidate who has experience managing small teams, but also has the necessary technical abilities to support complex solution deployments. This senior role will require a hands-on leader, involved in delivering and supporting software implementations, but also acting as a point of escalation for the Technical Analyst and Support teams they manage.

This is a challenging and varied role, providing the opportunity to build, steer and manage a team and function as an important individual contributor. The Lead is expected to quickly become an expert in GBG Identity and Fraud solutions and keep abreast with the latest releases, technology, and customer solution requirements. The candidate will have experience working with a wide variety of stakeholders, both internal and external to GBG and ultimately be key in providing market leading solutions to our growing customer base.

This is an opportunity to work closely with some of the world’s largest financial institutions and actively contribute to the growth of GBG.

What you will do

Manage the resource allocation and daily activities of the Technical Analyst and Support Team.
Drive efficiency, promote best practice approaches, refine processes, and ultimately help build and maintain a high-performing team.
Coordinate well with Project Managers, Business Analyst’s, Product Delivery and Engineering, and the Regional Delivery Director to support customer success.Become a point of knowledge and escalation for technical queries in support of the delivery team.
Act as a technical subject matter expert: a focal point for questions relating to the underlying technologies of our software.
Ensure configuration, implementation, and support of GBG Identity and Fraud products, at different stages of the project, such as design, testing, training and go-live.
Debug and where possible find root cause software and configuration issues, fixing or escalating with evidence to central product where necessary
As required, cover 24/7/365 (outside of core working hours) support service and participate in a call out rota to protect GBG products and customers against service outages and degradation
Ensure team participation in technical design workshops, provide input to RFI/RFP’s and assist with Proof of Concepts when required, to support sales engagements with technical stakeholders.
Ensure the creation of business documentation, technical specifications, diagrams, and training that is delivered directly to the customer.
Be a customer champion – proactive in recommending client enhancements to promote greater customer satisfaction and retention.
Actively feed into our product road map, providing insight from customer engagements and experience supporting the software.
Maintain knowledge on developments, trends, and best practices in technology to perform well and stay present.

Requirements
What We’re Looking For

Experience in team management and resource allocation in the support of complex software products.
Extensive experience in deploying and integrating software solutions.
Strong ability to work on multiple tasks concurrently, appreciation of prioritisation to meet delivery timelines and support customers.
Strong understanding of development and deployment practices and proven ability replicating customer issues.
Ability to explain technically complex issues in a clear and easy to understand way, to both a technical and non-technical audience.
Highly logical and structured problem-solving approach.
Be able to recommend the best product configuration setup in complex environments using a combination of physical and cloud technologies.
A strong sense of customer service including professionalism, patience, and flexibility
Extensive experience with relational database technologies.
Expertise in Postgres SQL and MS SQL Server based deployments.
SQL and Transact-SQL coding.
nstallation, configuration and optimisation of database systems, maintenance and troubleshooting activities for performance and reliability.
Strong understanding and experience of working with SOAP and REST API’s
XML and JSON skills to manage data collection and mapping from APIs
Experience in deployment tooling and practices to AWS (preferably)
Good knowledge supporting Kubernetes which is used as the Application Layer for strategic GBG platforms.

Benefits

Next steps

Click here to see more about what’s important to us, including our flexible working policy, our commitment to ESG, I&D and much more.

To chat to the Talent Attraction team and find out more about our benefits, drop an email to [email protected] and we’ll be in touch!

Make life@GBG work for you.

Diversity & Inclusivity:

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process