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Data Services Systems Team Lead

Global Relay - 39 Jobs
Vancouver, BC
Full-time
Experienced
Company Benefits
Health Insurance
Paid Time Off
Flexible Work
Bonuses & Incentives
Posted 6 days ago

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 Data Services team provides audit, eDiscovery, and data migration support to our global customer base. The team is a specialized professional services department that delivers service and industry expertise on audit, legal eDiscovery, and data management related inquiries.

You will be focused on the operational management of the Data Services Systems Analyst team, to ensure the success of the customer's implementation. You will be responsible for hiring, managing and facilitating growth opportunities for Systems Analysts, championing Data Service's requirements throughout the development cycle of Product releases, as well as collaborating with fellow Team Leads and the Data Services Manager to deliver cross-functional process and system-wide improvements and initiatives for the department, with the goal of driving growth in the Data Services.

Your Job:

Team management:

  • Contributes to the growth of the Data Services department by providing hands-on leadership and support to Systems Analyst and Systems Lead, including by not limited to:
    • Conducting one-on-one sync ups with direct reports
    • Ensuring ongoing, timely feedback to all team members, including probationary and annual reviews.
    • Determining annual goals and progression aspirations for direct reports
  • Manage and forecast Data Services recruitment and training needs
  • Work collaboratively with other Team Leads:
    • To review and improve existing processes and procedures
    • To manage team member time off requests and ensure adequate team coverage
  • Co-chair department and team meetings
  • Collaborate with other Team Leads to manage secure Data Services system/tools and Data Room projects

Customer service:

  • Monitor backend requests and workflow queues to ensure all case inquiries are actioned correctly and efficiently
    • Set and monitor performance metrics, and correct skills / performance gaps
  • Manage or resolve complex cases, escalations, customer complaints or data incidents
  • Liaise with customer teams to set service expectations
  • Provide subject matter expertise and direction on customer and key strategy projects

Quality control:

  • Manage quality control and information integrity for the team
    • Review and improve the efficiency and effectiveness of existing processes and procedures
    • Ensure all processes are documented on the Wiki in accordance with corporate quality standards
    • Collaborate with other Leads to maintain compliance with ISO27001 and SOC2, and to manage secure Data Room projects
  • Resolve issues in technical and/or service-related areas, including but not limited to capacity, infrastructure, data security etc,
  • Monitor and evaluate the use and effectiveness of existing hardware, software, and scripts
  • Stay abreast of new technology and industry-related news

Product and systems management:

  • Liaise with Product teams as a key stakeholder to ensure operational Data Services activities, escalations and upgrades
  • Liaise with Operations and Engineering teams as a key stakeholder on technical debt and infrastructure requests

About you:

  • Post-secondary education: undergraduate degree required with relevant work experience
  • 2+ years' experience in managing a customer-facing team in a dynamic industry, or equivalent
  • Previous legal, technical, administrative and/or business communication required
  • Experienced in pre- and post-sales support for high value customers
  • Knowledge of Compliance Regulations, Information Security and Chain of Custody
  • Fluency in verbal and written English with strong attention to detail
  • Strong interpersonal and leadership skills
  • Excellent technical knowledge and proficiency related to customer data migrations
  • Proficiency with Microsoft Office, Salesforce and Confluence JIRA preferred
  • Prior experience as a Senior Systems Analyst preferred

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia's pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base Salary Range:$75,000—$90,000 CAD

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.

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

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