Application Support Specialist – Digital Nova Scotia – Leading Digital Industry

Application Support Specialist

Who we are:

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, 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.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Application Support Team are responsible for the availability and reliability of Global Relay’s services that are used by Global Relay’s customers. The team is involved in ensuring all services exceed availability targets, have in-depth monitoring and are proactively managed. The Application Support team are responsible for triage, troubleshooting and restoration of service when incidents do occur.

Your job:

  • Service reliability:
    • Proactively identify risks to service and remediate them
    • Reduce risk from deployments by improved use of resilience and ensure appropriate testing of releases pre and post deployment
    • Provide support and troubleshooting when service incidents occur
    • Improve time to recover from service impacting incidents
    • Identify trends and root causes to reduce volume of incidents
  • Automation:
    • Identify and deliver on opportunities to use automation to increase efficiency, reduce toil and drive service availability
    • Use automation and orchestration techniques to provide repeatable solutions and reduce risk of mis-operations
  • Observability:
    • Monitor and ensure smooth operation of all production services.
    • Identify gaps in coverage and improve observability of Production services
    • Ensure appropriate events are generated for service failure or degradation scenarios

About you:

  • Demonstrated ability to quickly learn a new product/service suit
  • Able to understand interdependencies between products and services
  • Possess an understanding of software systems concepts such as networking, firewalls, protocols, databases and more
  • Can develop knowledge on specific tooling and able to troubleshoot service incidents effectively
  • Able to work to address weaknesses in monitoring and works to continually improve the observability of products and services
  • Understands the impact of Service Incidents to the business and its customers
  • Capable of leading technical recovery for lower severity / priority to minimize impact to customers.
  • Able to provide input into technical root cause analysis of incidents and able to deliver on actions to reduce risk of reoccurrence of incident, delivering any actions required from Application Support within agreed timeframes
  • Track record of Suggesting opportunities to improve efficiency and effectiveness of a team
  • Core competencies:
    • Linux – experience supporting large scale Linux environments
    • Cloud / Containerization – OCP / Kubernetes or other Cloud / Containerization experience
    • Scripting – bash / shell / python
    • Monitoring – Prometheus & Graphana, Splunk or similar tools
    • Networking – experience troubleshooting TCP connectivity issues

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working 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, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.